Dispute Resolution Policy

Last updated: August 20, 2026

Contents

1. Platform Role — Facilitator Only

PoolCures operates as a demand aggregation marketplace. Payments flow directly from buyer to seller via Stripe Connect Direct Charges. Because PoolCures never holds, controls, or custodies funds, we do not adjudicate, arbitrate, or guarantee the outcome of any dispute. Our role is limited to providing communication tools, preserving transaction records, and issuing non-binding recommendations when mediation is requested. The contractual relationship for the sale of goods exists solely between the buyer and the seller, and the remedies available under Article 2 of the Uniform Commercial Code (UCC) apply to that relationship.

2. Eligible Dispute Categories

A dispute may be filed for any of the following reasons:

  • Non-delivery: Product not received within the expected delivery window stated in the seller's bid or pool listing.
  • Materially not as described: Product differs in a material respect from the listing description, specifications, or images.
  • Damaged in transit: Product arrived damaged, and damage was not pre-existing per the seller's documentation.
  • Wrong item: A different product was delivered than what was ordered.
  • Quantity shortfall: Fewer units received than the quantity charged and confirmed.
  • Defective product: Product does not function as described or fails to meet stated specifications.

3. Filing Deadline

Disputes must be filed within thirty (30) calendar days of actual delivery or, in the case of non-delivery, within thirty (30) calendar days after the expected delivery date stated in the seller's bid. Disputes filed after this window may be declined at PoolCures' sole discretion. This filing deadline does not limit or waive any rights you may have under applicable law, including chargeback rights through your card issuer.

4. Dispute Resolution Process

Disputes follow a four-step escalation process. Each step must be exhausted before proceeding to the next.

Step 1: Direct Resolution Between Parties (5 Business Days)

The buyer contacts the seller directly through the PoolCures dispute thread. Both parties should attempt to resolve the issue in good faith. Common resolutions include replacement shipment, partial refund, return and full refund, or credit toward a future order. The seller has five (5) business days from the date the dispute is opened to respond. Failure to respond within this period is treated as a concession for purposes of Step 2.

Step 2: PoolCures Mediation (Non-Binding Recommendation)

If direct resolution fails, either party may request PoolCures mediation. PoolCures will review available evidence including order details, listing descriptions, photographs, tracking information, and correspondence between the parties. Within ten (10) business days, PoolCures will issue a non-binding recommendation. This recommendation is advisory only — PoolCures cannot compel either party to accept it, cannot issue refunds (as we do not hold funds), and cannot reverse or initiate charges. Both parties are free to accept or reject the recommendation.

Step 3: Stripe Chargeback Process

If mediation does not result in a satisfactory resolution, the buyer may exercise their chargeback rights through their card issuer or bank. Because payments are Stripe Connect Direct Charges processed on the seller's Stripe account, the chargeback is filed against the seller (the merchant of record), not against PoolCures. PoolCures will provide relevant transaction records to both parties upon request to support the chargeback or defense process. Chargebacks are governed by the card network rules (Visa, Mastercard, etc.) and your card issuer's policies.

Step 4: Binding Arbitration

If the dispute remains unresolved after the chargeback process, either party may initiate binding arbitration as set forth in the Buyer Terms of Service or the applicable Seller Agreement. Arbitration shall be conducted under the rules of the American Arbitration Association (AAA) for domestic disputes or the International Chamber of Commerce (ICC) for disputes involving international sellers. The seat of arbitration shall be Wilmington, Delaware. Each party bears its own costs unless the arbitrator orders otherwise.

5. Evidence and Documentation

To support a dispute, we encourage both parties to provide as much evidence as possible, including:

  • Photographs of the product received (including packaging)
  • Shipping and tracking documentation with delivery confirmation
  • Original product listing and specification screenshots
  • Written correspondence between the buyer and seller regarding the issue
  • Third-party inspection reports, if applicable
  • Any other documentation relevant to the claim (invoices, certificates, test results)

PoolCures may request additional documentation from either party during the mediation process. Refusal to provide reasonably requested documentation may be noted in the mediation recommendation.

6. UCC Article 2 Remedies

Transactions facilitated through PoolCures constitute contracts for the sale of goods between the buyer and the seller. As such, the buyer and seller retain all rights and remedies available under Article 2 of the Uniform Commercial Code as adopted in the applicable jurisdiction, including but not limited to: the right to reject non-conforming goods (UCC §2-601), the right to revoke acceptance (UCC §2-608), the right to recover damages for breach (UCC §2-711 et seq.), and the seller's right to cure (UCC §2-508). This policy does not limit, waive, or modify any rights either party has under the UCC or any other applicable law.

7. Impact on Seller Standing

Seller performance on disputes directly impacts their standing on the platform:

  • Response time: Consistently failing to respond to disputes within 5 business days may result in account warnings.
  • Resolution rate: A pattern of unresolved disputes negatively affects seller ratings and may reduce the seller's escrow tier.
  • Chargeback rate: Sellers with an excessive chargeback rate (above Stripe's and card network thresholds) may have their Stripe Connect account restricted, which would suspend their ability to sell on PoolCures.
  • Suspension: PoolCures reserves the right to suspend or permanently remove sellers who demonstrate a pattern of non-fulfillment, misrepresentation, or failure to engage in good-faith dispute resolution.

8. Limitation of Platform Liability

PoolCures is not a party to the sale of goods between buyer and seller. PoolCures does not guarantee, warrant, insure, or underwrite any transaction. PoolCures shall not be liable for losses, damages, or costs arising from disputes between buyers and sellers, including but not limited to: product defects, non-delivery, misrepresentation, intellectual property infringement, or any other claims related to goods purchased through the platform. Our facilitation of the dispute process does not create any obligation to resolve, compensate, or indemnify either party.

9. Modifications to This Policy

PoolCures reserves the right to modify this Dispute Resolution Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of the platform after changes are posted constitutes acceptance of the revised policy. For material changes, we will provide notice via email or platform notification.

10. Contact

Dispute questions: support@poolcures.com