Dispute Resolution

How to Raise a Dispute

If there is an issue with a booking, item, or transaction:

• The issue must be reported to Muse Gala as soon as possible
• All communication should be made through the platform or official contact channels

Dispute Types May Include

• Item not as described
• Item not received
• Late returns
• Damage to item
• Failure to fulfil booking

Review Process

Once a dispute is raised:

Muse Gala will review all relevant information, including:

• booking details
• communication records
• courier tracking data
• supporting evidence (photos, timestamps, etc.)

Both customer and lender may be contacted for additional information.

Damage to Items

If an item is returned damaged, Muse Gala will assess the extent of the damage based on provided evidence.

Damage may include:

• stains
• tears or fabric damage
• missing components
• any condition that makes the item unwearable or significantly altered

Assessment Process:

• Lender must provide photo evidence of the damage
• Muse Gala will review:

• before and after condition (if available)
• severity of the damage
• whether it falls under normal wear or misuse

Outcome:

• If damage is considered minor and within normal wear, no additional charges may apply
• If damage is considered beyond normal wear, the customer may be charged:

• repair costs, or
• full or partial replacement value of the item

Important:

• Customers must not attempt to clean or repair the item themselves
• All damage assessments and decisions are made by Muse Gala
• Muse Gala reserves the right to charge the customer's payment method on file where applicable

Resolution Outcomes

Based on the review, Muse Gala may:

• issue a refund (full or partial)
• approve a charge for damages, loss, or non-return
• reassign or adjust a booking
• take action against a User Account where necessary

All decisions are made at the discretion of Muse Gala.

Important Notes

• Direct dispute handling between customer and lender is not permitted
• All disputes must go through Muse Gala admin
• Failure to cooperate may impact future use of the platform