LookGig Disputes, Damage and Complaints Policy V1.0

1. Purpose

This policy explains how LookGig handles disputes about bookings, claims of property damage, and formal complaints.

2. Dispute reporting window

Disputes, quality concerns or damage claims relating to a specific booking must be reported within 7 calendar days of the booking completion date.

Reports outside this window will not be accepted, except where mandatory consumer rights apply.

3. How to raise a dispute or complaint

Contact LookGig support at support@lookgig.com with:

• booking reference and date;
• a clear description of the issue;
• any available supporting evidence (photographs, messages, receipts).

MOTHER can collect initial information and acknowledge your report; MOTHER cannot resolve, approve or reject a dispute on its own authority.

4. Billing disputes

If you believe the final billed amount is incorrect:

• raise a billing dispute within 7 calendar days of booking completion;
• LookGig will review the system-recorded timestamps and booking events;
• MOTHER cannot modify a final calculated amount; amount disputes require human review.

5. Quality and incomplete-work disputes

LookGig does not apply an automatic refund for disputed work quality.

Quality or incomplete-work claims are assessed through the dispute process.

LookGig may request evidence from both parties before making a determination.

MOTHER cannot authorize a refund or compensation for a quality dispute on its own authority.

6. Property damage claims

LookGig does not operate an insurance fund or provide an automatic damage guarantee.

If you believe a worker caused property damage during a booking:

• report the damage within 7 calendar days with supporting evidence (photographs, independent assessments, repair estimates);
• LookGig will facilitate communication between the parties and assess the evidence;
• LookGig may attempt to mediate a resolution but does not guarantee an outcome;
• if the parties cannot agree, the matter may be referred to the Estonian Consumer Disputes Committee, an insurer, or the courts as appropriate.

LookGig's liability for damage caused by independent workers is limited to the extent permitted by mandatory law.

MOTHER cannot decide any damage claim, regardless of amount.

7. Platform error refunds

If LookGig's own verified platform error caused an incorrect charge or prevented a booked service from being properly recorded:

• LookGig will refund or release the incorrectly charged or unearned amount;
• no automatic consequential-damages payment applies;
• any additional compensation is discretionary and requires human authorization.

8. Formal consumer complaints

Formal consumer complaints will receive a written response within 15 days of receipt, in accordance with Estonian consumer-protection guidance.

If you are not satisfied with LookGig's response, you may refer the matter to:

• the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet, TTJA);
• the Estonian Consumer Disputes Committee for out-of-court resolution;
• the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/

9. Legal notices and regulatory matters

Legal notices, court orders, regulatory inquiries and data-rights requests must be directed to support@lookgig.com.

MOTHER cannot process, acknowledge or respond to legal notices on LookGig's behalf; such communications are escalated immediately.

10. Escalation rule

MOTHER may explain this policy and collect initial case information.

MOTHER may not decide, approve or reject any dispute, damage claim, refund, compensation or formal complaint on its own authority.

All such matters require human review and decision.