Dispute Resolution Policy

1. Purpose and Scope

This Dispute Resolution Policy explains how disputes between Customers and Pros regarding Services are handled on the Kerf platform operated by Kerf Technologies LLC, an Ohio limited liability company ("Kerf"). It is part of and incorporated into the Terms of Service. It covers disputes about service quality, scope, timeliness, damage, and payment for completed work.

2. Kerf's Role: Facilitator, Not Adjudicator

Because the agreement for Services is directly between the Customer and the Pro, disputes about Services are fundamentally between them. Kerf is a neutral technology platform. Kerf may provide tools and a process to help the parties resolve disputes, but:

• Kerf does not decide who is right in a service-quality dispute;
• Kerf does not adjudicate the merits of a dispute;
• Kerf does not act as an escrow agent holding funds as a judge; and
• Kerf does not guarantee any particular outcome.

Kerf provides process (a way to raise and work through a problem), structure (payment timing and, where applicable, deposits that distribute risk), and reputation mechanisms (reviews) that encourage good-faith resolution — not a verdict.

3. Step 1 — Direct Resolution

Customers and Pros should first attempt to resolve any dispute directly and in good faith. Most issues are best resolved by direct communication about the concern and a reasonable path to address it (for example, a Pro correcting or completing work, or the parties agreeing on an adjusted amount).

4. Step 2 — Raising a Concern Through Kerf

If direct resolution is unsuccessful, either party may raise the matter through Kerf's reporting mechanism ("Report a Concern"). Raising a concern:

• Notifies the other party;
• May open or route a communication channel between the parties;
• Begins a resolution window during which the parties are encouraged to resolve the matter; and
• Documents the issue for reference.

During this period, the parties are encouraged to resolve the matter. The review system remains in effect; both parties understand that the outcome and conduct may be reflected in reviews.

5. Payment Timing and Leverage

Because payment for marketplace jobs is generally authorized when a quote is accepted and charged (captured) only upon job completion and confirmation, the payment structure itself supports resolution:

• If a Customer is not satisfied before confirming, the payment generally has not been captured, and the parties can resolve the matter (including agreement on a reduced amount, captured as a partial charge, or cancellation with no charge) before money moves.
• This gives the Customer a pre-payment point of leverage and reduces the number of situations requiring a refund after payment.

6. Step 3 — Unresolved Disputes and Default Procedures

Where a dispute regarding a captured payment cannot be resolved between the parties within the resolution window, Kerf may apply its then-current default resolution procedures as disclosed on the Platform. These procedures are administered by Kerf as a neutral facilitator applying a pre-stated rule — they are not a judgment by Kerf on the quality of the work.

7. Damage and Injury Claims

Claims for property damage or personal injury arising from a Pro's Services are between the Customer and the Pro (and the Pro's insurer). Pros are independent contractors required to carry appropriate insurance and are responsible for damage or injury caused by their work. Kerf is not liable for damage or injury caused by any Pro and does not adjudicate or pay such claims. Customers with a damage or injury claim should contact the Pro and, where applicable, the Pro's insurer, and may pursue any available legal remedies.

8. Refunds, Chargebacks, and Reversals

• Refunds of captured payments, where issued, are handled under Kerf's then-current refund practice and may be full or partial. (See the Terms of Service, Payments and Refunds.)
• Because payment is generally captured only on completion, jobs that do not proceed generally result in no charge rather than a refund.
• Filing a chargeback with a card issuer is generally more costly and slower than resolving a matter through the Platform; the parties are encouraged to use the Platform's process first.
• Reversals may result in amounts (including payouts already made to a Pro) being reversed or offset consistent with Kerf's policies and the payment processor's terms.

9. Legal Remedies Preserved

Nothing in this Policy limits either party's right to pursue legal remedies directly against the other (for example, small-claims court or, for Pros, lien rights where available). Kerf is not a collections agent and does not enforce payment on a Pro's behalf beyond the Platform's payment features.

10. Good-Faith Participation

Both parties are expected to participate in the resolution process in good faith. Abuse of the dispute process (including bad-faith non-payment or frivolous claims) may violate the Terms and the Acceptable Use Policy and may result in account action.

11. Changes

Kerf may update this Policy, posting the updated version with a new "Last Updated" date.

12. Contact

Kerf Technologies LLC

Northeast Ohio

Email: support@kerfapp.io