Dispute Resolution Policy

Scope of Disputes

• Garment not received or delayed beyond the rental start date
• Item received is incorrect, damaged, stained, or unwearable
• Item not returned on time or at all
• Garment returned with damage not reported or covered by insurance
• Customer or lender non-compliance with platform terms

General Principles

• Muse Gala acts as a neutral third party to mediate disputes between customers and lenders.
• We may request supporting evidence (e.g. photos, receipts, shipment tracking) to resolve the issue fairly.
• Both parties are expected to respond to communication in a timely and respectful manner.
• All users agree to the platform’s Terms and Conditions, which govern dispute resolution.

Dispute Resolution Process

1. Step 1: Notify Muse Gala

   Disputes must be raised within 48 hours of the issue occurring (e.g. receiving a damaged item or a late return). Use the in-platform support form to submit your claim.

2. Step 2: Provide Evidence

   You may be asked to submit the following:

   • Clear photographs of the item or packaging
   • Screenshots of communication (if relevant)
   • Shipping receipts or tracking numbers
   • Quotes for repairs or replacement (for lenders)
3. Step 3: Muse Gala Review

   Our team will assess the case based on:

   • Provided evidence
   • Booking details and timeline
   • Platform policies and insurance coverage

   A resolution is typically provided within 2–5 business days.

4. Step 4: Resolution Options

   Depending on the case, the outcome may include:

   • Refund or partial refund to the customer
   • Reimbursement to the lender
   • Use of customer insurance coverage
   • Store credit
   • Booking cancellation with no penalties
5. Step 5: Escalation (if unresolved)

   If either party is dissatisfied with the outcome, they may request a formal review. Muse Gala will assign a secondary reviewer to reassess the case. Final decisions will be binding.

Failure to Resolve or Respond

If a party does not respond within a reasonable timeframe (typically 48 hours), Muse Gala reserves the right to:

• Issue a refund or payout in favor of the responsive party
• Restrict platform access or suspend the account for non-compliance

Important Notes

• All decisions are made in alignment with Muse Gala’s platform policies and Australian Consumer Law
• Customers and lenders are expected to act in good faith and provide truthful, timely information
• Fraudulent claims or abuse of the dispute process may result in account termination