Complaint & Dispute Resolution Policy

This Complaint & Dispute Resolution Policy (“Policy”) explains how SeenKind (“SeenKind”, “we”, “our”, or “us”) manages complaints and disputes involving the Platform.

Our goal is to resolve concerns fairly, professionally, and efficiently while maintaining the safety, integrity, and trust of the SeenKind community.

This Policy should be read together with our:

• Terms of Service
• Therapist Agreement
• Privacy Policy
• Cancellation & Refund Policy
• Acceptable Use Policy
• Community Guidelines
• Code of Conduct

This Policy applies to complaints and disputes relating to:

• Therapist conduct.
• Client conduct.
• Bookings.
• Payments.
• Refunds.
• Platform features.
• Messaging.
• Reviews and ratings.
• Verification.
• Account restrictions.
• Policy violations.
• Platform safety concerns.

This Policy does not replace any legal rights that users may have under applicable law.

Complaints should be submitted through SeenKind's official support channels.

Where possible, users should include:

• Full name.
• Account email address.
• Date of the incident.
• Name of the other party (if applicable).
• Description of the issue.
• Supporting documents or screenshots where available.

Providing complete information helps us review complaints more efficiently.

When a complaint is received, SeenKind may:

• Acknowledge receipt.
• Review available information.
• Request additional details.
• Contact the parties involved.
• Review Platform records where appropriate.
• Determine whether Platform policies may have been violated.

SeenKind will review complaints in good faith and aim to handle them as promptly as reasonably practicable.

During an investigation, SeenKind may:

• Review booking records.
• Review payment information.
• Review messages exchanged through the Platform, where permitted by applicable law and our Privacy Policy.
• Review profile information.
• Request additional documentation.
• Temporarily restrict Platform features where necessary to protect users or preserve the integrity of the investigation.

SeenKind may cooperate with law enforcement or regulatory authorities where required or permitted by law.

Depending on the circumstances, SeenKind may:

• Provide information or clarification.
• Issue a warning.
• Remove content.
• Remove reviews.
• Assist with rescheduling.
• Process a refund where appropriate.
• Restrict Platform features.
• Suspend an account.
• Permanently terminate an account.
• Take other reasonable action consistent with our policies and applicable law.

Not every complaint will result in enforcement action.

Payment-related disputes should first be raised with SeenKind. Users should provide relevant information, including:

• Booking details.
• Payment date.
• Transaction reference (if available).
• Description of the issue.

SeenKind will review payment disputes in accordance with its Cancellation & Refund Policy and applicable agreements.

Users remain free to exercise any legal rights they may have regarding payment disputes.

If a payment chargeback is initiated:

• Related payouts may be temporarily delayed.
• The booking may be placed under review.
• Additional information may be requested from both parties.
• SeenKind may work with Stripe or another authorized payment provider to address the dispute.

Fraudulent or abusive chargebacks may result in account restrictions or termination.

Where an account has been suspended or restricted, users may request a review of the decision through SeenKind's support channels.

Appeals should include any new or relevant information that was not previously available.

Submitting an appeal does not guarantee that a decision will be changed.

SeenKind will review appeals in good faith and communicate the outcome where appropriate.

Users must not knowingly submit false, misleading, or malicious complaints.

Abuse of the complaint process may result in corrective action, including warnings, account restrictions, or termination.

SeenKind will handle complaints with appropriate regard for privacy.

Information may be shared only as reasonably necessary to:

• Review the complaint.
• Respond to the parties involved.
• Comply with legal obligations.
• Protect users.
• Enforce Platform policies.

Complaint records are handled in accordance with the Privacy Policy.

Because therapists are independent professionals, SeenKind does not supervise or control their clinical judgment.

SeenKind reviews complaints relating to Platform policies, safety, and user conduct but does not make clinical decisions on behalf of therapists.

Nothing in this Policy should be interpreted as SeenKind assuming responsibility for the professional services provided by therapists.

SeenKind acts as a technology marketplace and facilitator.

While we strive to assist users in resolving disputes, SeenKind is not a court, arbitration body, or professional licensing authority.

Certain disputes may need to be resolved directly between the client and therapist or through appropriate legal or regulatory processes.

SeenKind may use complaint trends and anonymized feedback to improve:

• Platform safety.
• User experience.
• Policies.
• Verification procedures.
• Technical systems.
• Customer support.

Personal information will be handled in accordance with our Privacy Policy.

SeenKind may update this Policy from time to time.

The latest version will be published on the Platform with a revised version number and effective date.

Continued use of the Platform after changes become effective constitutes acceptance of the updated Policy.

Questions or complaints may be submitted through:

Website: https://www.seenkind.com

Additional support and legal contact information may be published on the Platform and updated from time to time.