Dispute rules
How disputed deals and unfair reviews are resolved on LoveToPay.
LoveToPay is operated by Red Squirrel Productions, Birmingham B9 3DE, United Kingdom — ian@lovetopay.co.uk.
1. Who can raise a dispute
Only the buyer and the seller on a deal can flag it as disputed, from the Disputes section of the deal page. Each person can have one open dispute per deal at a time.
2. What you can dispute
Anything about the deal itself — for example the item wasn't as described, delivery didn't happen, or the price or fee was wrong — or a review written about you that you believe is unfair, untrue or abusive.
3. What to include
Give the facts: what happened, when, and what you'd like done. Keep everything on the site. Contact details are blocked in disputes, just like in chat.
4. How an admin reviews it
An admin reads the dispute, the deal details, the offer photos, the messages between you and any review in question. The dispute shows as "Under review" while this happens.
5. Changes an admin can make
If something was recorded wrongly, an admin can correct the deal's price, delivery option, delivery charge and introduction fee. Any change is made to put the deal right, not to favour either side.
6. Possible outcomes
Upheld — the complaint is accepted and the deal is corrected where needed. Upheld with review removed — an unfair review is taken down and no longer counts towards ratings. Not upheld — the deal and any review stay as they are.
7. The decision
Both people see the outcome and the admin's explanation on the deal page. We aim to decide within 5 working days. The admin's decision on the site is final, but it doesn't affect your legal rights.