Complaints

GoSavis is a marketplace. The service you book is supplied by the business you book with, and your contract for that service is with the business. GoSavis provides the platform, makes the booking, processes any online payment and supports both sides if something goes wrong. Who deals with a complaint therefore depends on what it is about:

• The service itself: A complaint about the service, including its quality, its timing or its aftercare, such as a haircut that was not what you agreed, goes to the business you booked with

• GoSavis: A complaint about the platform, a booking or payment problem, the GoSavis booking fee, a refund we processed or the way we handled your account comes to us

• Content or a moderation decision: A complaint about something posted on GoSavis, about a report you made, or about a decision to remove content or restrict an account follows the route in our Terms of Use

If you are not sure which of these applies, contact us as described below and we will tell you.

The business you booked with supplies the service and is responsible for it, including its scope, its quality, its timing and any aftercare. GoSavis is not a party to your contract for the service, so a complaint about the service is one for the business to answer.

You can raise it with the business from your booking in GoSavis, using the Contact button, or with the details under "Business details" on your booking confirmation. Say what went wrong and what you would like the business to do, and keep a copy of what you send.

If the business does not resolve it

Tell us. We support both sides of a booking when something goes wrong: we look at the booking, the messages between you and the evidence each side gives us, and help you and the business reach an agreement.

Where you paid online through GoSavis and we are still holding your payment, your booking says so under "Your money is protected". Choosing Report a problem there keeps the payment on hold, so that nothing is paid to the business until the matter is settled, and where you and the business cannot agree, we decide on the evidence whether the payment goes to the business or comes back to you.

Each business on GoSavis is its own trader, so whether alternative dispute resolution is available for a complaint about its service is a matter for that business. Our own position on alternative dispute resolution, set out below, covers only what GoSavis supplies.

What GoSavis supplies to you is the platform itself: it makes the booking, processes any online payment, charges the GoSavis booking fee and runs your account. A complaint about any of these comes to us: for example, a booking that did not go through as it should, a payment or refund we processed, the fee, or the way we handled your account.

How to complain

Send us a message from our contact page or email support@gosavis.com. You can also write to us at GoSavis Limited, 32 Eyre Street, Sheffield, England, S1 4QZ. Please say that you are making a complaint, give your booking reference if it concerns a booking, and tell us what happened and what you would like us to do.

What happens next

We acknowledge your complaint within 2 working days of receiving it, and we send you our full response within 14 days of receiving it.

If we cannot settle it

If our full response does not settle your complaint, we will tell you so in that response, so that you know our own complaints process has come to an end.

Alternative dispute resolution is a way of settling a dispute through an independent body, without going to court. We are not obliged to use alternative dispute resolution, and we are not currently prepared to.

For free, impartial advice on what you can do next, including whether to take the matter further, you can contact the Citizens Advice consumer service at citizensadvice.org.uk/consumer.

This position covers what GoSavis supplies to you. It does not cover the service a business provides, because each business is its own trader and decides for itself whether to use alternative dispute resolution.

A complaint about something posted on GoSavis, about content you reported that we have not removed, or about a decision to remove your content or restrict your account has its own route, set out in our Terms of Use. The section headed "How we protect you from illegal content" explains what you can complain about, and the section headed "Content you post" explains how to make the complaint and how we handle it.

Nothing on this page affects your statutory rights, and using these routes is not a condition of any other remedy. You can still bring a claim in court, and where you paid by card you may be able to ask your card issuer for a chargeback.

If you want to cancel a booking rather than complain about it, the model cancellation form page explains your right to cancel and how to use it.