Dispute Resolution System

A. Before the event takes place

Hosts maintain the flexibility to adjust the reservation details—including date, duration, and pricing (inclusive of cleaning fees or add-ons).

Procedure for Modifying Booking Particulars

1. Navigate to the booking details section located within your personal Bookings tab.
2. Initiate the request by selecting Add charges.
3. Define the specific amount and description for the adjustment.
4. Forward the formal update for subsequent Guest review.

The Guest will be alerted to the modification and may choose to authorize the new total. Should the Guest decline the proposed update, the reservation continues under its initial confirmed financial terms.

This rule exists to protect platform integrity and prevent bad-faith pricing:

• Preventing Bait-and-Switch: Without this rule, a shady host could accept a booking at a low rate, and then tack on surprise fees or hike the price right before the event, holding the guest's venue hostage.
• The Reality for Hosts: If a host incurs legitimate extra costs (e.g., the guest broke a rule, added extra hours, or requested physical add-ons), they have to rely on mutual agreement. If the guest refuses to pay, the host's only recourse is to deal with it through platform support or enforce their house rules.

It forces hosts to be transparent and communicate directly with guests before submitting extra charges through the system, ensuring neither party gets blindsided.

B. After the event takes place

Additional charges can be charged in two scenarios:

1. Booking ran longer than scheduled → Charge overtime
2. Unexpected costs after the booking → Submit “other charges” request

BOTH of which can be communicated and charged on the booking directly on GÜÜR. Additional charges are processed differently depending on if the event has occurred yet or not. Payments to hosts are sent via direct deposit to your bank account on file with us.

Please note: GÜÜR is unable to pursue or support arbitrary fines. Arbitrary fines are fines with an unspecified or unverifiable third party value. Third party receipts/invoices/estimates to substantiate the requested costs are required. Examples of arbitrary fines include but are not limited to:

• Penalty/Inconvenience Fines
• Smoking fees
• Confetti/Glitter usage
• Furniture Rearrangement
• Additional Cleaning
• Trash Removal
• Billing of your own time/labor
• Potential lost revenue

1. Overview

This document outlines the standard operating procedure for Hosts to request additional charges after a Booking has concluded (e.g., for property damage, overtime, or additional attendees) and the sequential logic for resolving any resulting disputes between the Host and the Guest. The system is designed to promote peer-to-peer trust, prioritize good-faith communication, and provide a clear escalation path.

2. The Post-Booking Charge Logic & Flow

When a Booking ends and a Host identifies damage, overtime, or rule violations, the following step-by-step logic applies:

• Step 1: Informal Communication (Tier One). The Host must first attempt to resolve the issue informally by messaging the Guest directly through the GÜÜR Platform. This aligns with the good-faith contracting obligations under the Civil Code of Mongolia.
• Step 2: Formal Charge Submission (Within 72 Hours). The Host must formally report the issue and submit a “Damages Claim” or additional charge request to GÜÜR within 72 hours of the Event's scheduled end time. Requests submitted outside of this 72-hour window will not be pursued. Hosts can initiate this process via the Booking completion email or directly through the platform's booking details page.
• Step 3: Evidence Collection. The Host must attach supporting documentation to substantiate the charges. This includes photos of the damage, official quotes, E-Barimt receipts, or invoices from registered Mongolian entities.
• Step 4: Guest Review Period. GÜÜR notifies the Guest of the impending charge. Drawing on marketplace standards, the Guest is given 48 hours to review the requested charges.
• Step 5: Payment Processing. If the Guest approves the charge (or fails to dispute it within the review window), the amount is charged to the Guest's payment method and deposited into the Host's verified Mongolian bank account.

3. Acceptable vs. Unacceptable Charges

To maintain fairness, GÜÜR strictly regulates the types of additional charges a Host can claim post-booking:

• Substantiated Costs: Hosts can confidently charge for overtime (billed in 30-minute increments), over-capacity fees, and actual property damage that is backed by third-party receipts or invoices.
• Arbitrary Fines: GÜÜR does not support arbitrary fines for unquantifiable inconveniences (e.g., smoking fees, confetti usage, or billing for the Host's own labor) without substantiation. However, under GÜÜR's specific policies, a Host may charge a fine for a broken rule only if the fine was explicitly stated in the Listing rules prior to confirmation, evidence of the violation is provided, and the fine does not exceed 850,000 ₮. Fines above 850,000 ₮ are capped unless backed by a third-party invoice.

4. The Dispute Escalation Framework (The 4-Tier System)

If the Guest disputes the requested post-booking charges, the claim enters GÜÜR's 4-Tier Dispute Resolution Process:

• Tier Two: GÜÜR Support Team Review. The Host submits a written summary of the dispute and all evidence to the GÜÜR Support Team. The Support Team reviews the documentation and communicates with both parties. If GÜÜR determines that the Guest is responsible for the damages or fees, GÜÜR will enforce collection of those amounts.
• Tier Three: GÜÜR Disputes Team Final Review. If Tier Two fails to resolve the issue, the specialized GÜÜR Disputes Team conducts a final internal review based on the submitted evidence and issues a final, binding platform-level resolution. During this time, GÜÜR may hold or reverse Host payouts until a decision is finalized.
• Tier Four: External Mediation. In rare, complex cases, GÜÜR may direct the Users to participate in formal mediation at no cost to the Users. This is conducted by a neutral, certified mediator in accordance with the Law of Mongolia on Mediation, provided through GÜÜR's legal partner, Dashnyam Partners.
• Alternative Recourse: GÜÜR is a marketplace, not an insurer, and does not provide a property damage guarantee. If all internal resolution tiers fail and the Guest refuses to pay for damages, the Host must file a claim against their own mandatory primary commercial insurance policy (as required under GSA Section 3.3), or pursue the Guest directly for indemnification through the civil courts of Mongolia or MIAC arbitration.

5. Preservation of Legal Rights

If all internal avenues are exhausted, neither party is stripped of their legal rights. Disputes exceeding 5,000,000 ₮ can be escalated to standard binding arbitration via the Mongolian International Arbitration Center (MIAC), or pursued through the civil courts of Mongolia.