Dispute Resolution

This Dispute Resolution Policy (“Policy”) explains how disagreements between Hosts and Guests are handled when using the BaliLocalStays website (“Platform”). Please read it carefully. By accessing or using the Platform you agree to be bound by this Policy, our Terms of Service, and any other applicable agreement or policy referenced herein.

1. Our Role as a Marketplace

BaliLocalStays is an online marketplace that facilitates connections between Hosts and Guests. We are not a party to any accommodation contract and do not hold, manage, or transfer booking funds. Payments are processed directly between Hosts and Guests through Xendit (for Hosts) or Stripe (for subscription fees) (collectively, “Payment Processors”). Consequently, BaliLocalStays:

• Does not collect or disburse guest funds for bookings.
• Does not assume responsibility for any failure by a Host or Guest to perform contractual obligations.
• Provides an information and communication platform only, similar to other marketplace models (e.g., Airbnb, Vrbo).

2. Primary Responsibility for Disputes

Disputes—whether over cancellations, property condition, refund requests, or any other matter—are primarily between the Host and the Guest. Both parties agree to use their best efforts to resolve issues directly and in good faith before seeking third-party assistance.

2.1 Direct Negotiation Timeline

1. Notice of Issue: The aggrieved party must notify the other party in writing (email, platform message, or other documented form) within 72 hours after discovering the issue.
2. Resolution Window: The parties will have up to 14 days from the date of Notice to reach an amicable settlement (refund, alternate accommodation, repair, etc.).

3. Escalation to Payment Processor

If a refund is agreed upon or ordered, it will be issued solely through the Payment Processor that settled the original transaction. Processing times depend on the Guest’s payment method (see “Refund Processing Time” below) and are outside BaliLocalStays’ control.

4. Optional Mediation Service

If the parties cannot resolve the dispute within the 14-day Resolution Window, either party may request voluntary mediation through an independent mediator familiar with Indonesian hospitality disputes. Mediation costs are shared equally unless the mediator allocates them differently in the written settlement.

5. Legal Claims; Venue & Governing Law

• Any legal claim arising out of or relating to a Host-Guest contract shall be brought directly by the Host against the Guest or vice-versa.
• BaliLocalStays shall not be named as a defendant or co-defendant except where prohibited by applicable consumer-protection law.
• This Policy is governed by the laws of the Republic of Indonesia, without regard to conflict-of-law rules.
• Exclusive venue for any action relating to the Platform itself (not the Host-Guest contract) shall be the competent courts of Denpasar, Bali.

6. Limitation of Liability

To the fullest extent permitted by law, BaliLocalStays, its owners, employees, and affiliates shall not be liable for:

• Any indirect or consequential damages arising from or related to Host-Guest interactions.
• Losses resulting from fraudulent, misleading, or negligent acts of a Host or Guest.
• Failure of a Host or Guest to perform contractual obligations, including refunds or property maintenance.

Our total aggregate liability, whether in contract, tort, or otherwise, shall not exceed the greater of (i) IDR 1,000,000; or (ii) the total subscription fees paid by the Host in the 12 months preceding the claim.

7. Indemnification

Hosts and Guests agree to indemnify and hold harmless BaliLocalStays from any third-party claims, damages, or expenses (including reasonable legal fees) arising from:

• Any breach of this Policy or the Terms of Service;
• Violation of any law or regulation;
• Content posted or provided to the Platform;
• Personal injury, property damage, or other loss caused by their acts or omissions.

8. No Waiver of Consumer Rights

Nothing in this Policy is intended to limit non-waivable consumer protections under applicable law. If any clause is deemed unenforceable, the remaining clauses remain in full force.

9. Updates to This Policy

BaliLocalStays may modify this Policy at any time. Material changes will be posted on the Platform at least 30 days before they take effect. Continued use of the Platform after such notice constitutes acceptance of the revised terms.