How disputes are handled

Most disputes are between buyer and host — we step in only when needed.

Buyer-host disputes

Flow

1. Buyer contacts host directly — fastest resolution path
2. If unresolved after 5 days, buyer uses Contact Support
3. We mediate — review both sides, suggest a fair resolution
4. If still unresolved, buyer can escalate to:
   • Stripe (chargeback via card issuer)
   • ACCC (consumer affairs)

What we look at when mediating

• Was the service delivered? (Was the event held? Was the trial honoured?)
• Did the host's terms cover the situation? (Refund policy posted upfront?)
• Is the buyer's complaint reasonable + specific?

What we DON'T do

• Override host pricing or refund decisions for legitimate transactions
• Force a host to refund for buyer's-fault issues (forgot to attend, changed mind after policy window)
• Take sides without giving both parties a chance to respond

Stripe chargebacks

If a buyer files a chargeback with their card issuer instead of contacting the host:

• The host is notified by Stripe + has the chance to respond with evidence
• Stripe (not MyNextGym) decides the outcome
• If Stripe sides with the buyer, the funds plus a dispute fee (~$15-25) come out of the host's balance
• The host can appeal once

Listing accuracy disputes

Use Report an inaccurate listing. Different flow.

Account / billing disputes (host-side)

use Contact Support. We'll review your billing history and clarify or correct.