1. What this policy covers
This policy explains how disputes are handled on P3RSON:
- disputes between users about bookings and payments (Sections 3 and 4);
- disputes between you and P3RSON (Sections 5 to 8).
The arbitration terms here match the Terms of Service, Section 9. If this policy and the Terms differ, the Terms apply.
Governing law is the law of the State of California.
2. Talk first
Most problems are solved by talking. Before filing anything, try to settle it:
- Between users: message each other in the app.
- With P3RSON: email support@p3rson.com. For legal notices, email legal@p3rson.com.
Informal talks are encouraged, but they are not a requirement before using the booking dispute process in Section 4.
3. Cancellations and non-delivery
The booking contract controls. These default rules apply where the contract is silent:
- If a brand cancels before the creator accepts, the brand is refunded in full.
- If a creator does not deliver, the brand may ask for a refund under the Stripe Connect Addendum, Section 8.
- A brand may reject completed work only if it objectively fails the specifications in the booking. Minor or subjective quality issues do not cancel payment.
- The platform fee (10% on bookings) and Stripe's processing fee (2.9% + $0.30) are not negotiable in a dispute. A dispute can correct a miscalculation, not change the rates.
4. Booking dispute timeline
This section applies only once the app shows Booking Protection as available to you.
This table is the one place where the booking dispute timeline is set.
| Step | Deadline |
|---|---|
| File a dispute | While the money is still held: before the brand approves or before the review period ends. After release, email disputes@p3rson.com |
| Initial response from P3RSON | Within 14 days of filing |
| Resolution | Within 7 days after the investigation ends |
| Refund request window | 30 days from the transaction |
| Refund processing | 5 to 10 business days |
| Appeal of the outcome | Within 7 days of the decision, by email to disputes@p3rson.com, with new evidence |
| Hold of funds | P3RSON may hold funds for up to 90 days from funding. At day 90 with no open dispute, P3RSON may refund the brand. Funds in an open dispute may stay held until resolved, or as Stripe permits. |
How to file. Open the booking, choose Dispute, pick a reason and add evidence (messages, photos, contracts, proof of delivery). You can also email disputes@p3rson.com with the booking number.
Who decides. P3RSON reviews the evidence from both sides and may ask each side questions. Where an agency represents the creator, P3RSON asks the creator directly. A person at P3RSON decides. The decision is either release to the creator, refund to the brand, or a split, and it is given in writing with the reason.
Appeals. A different reviewer decides the appeal. The appeal decision on the booking payment outcome is final for the release or refund of that payment. It does not take away any right to arbitrate or to go to small-claims court under Sections 5 to 7.
5. Agreement to arbitrate
You and P3RSON agree that any dispute, claim or controversy arising out of or relating to the Terms, the Privacy Policy, the Platform, your account, or your relationship with P3RSON will be resolved by binding individual arbitration, and not in court, except as stated in Section 6. This agreement is governed by the Federal Arbitration Act.
- Administrator. JAMS, under its Streamlined Arbitration Rules and Procedures.
- Arbitrator. One neutral arbitrator chosen under the JAMS rules.
- Place. Los Angeles, California. Hearings by phone or video are available for claims under $10,000.
- Threshold questions. The arbitrator decides questions about whether this agreement applies or is enforceable, except that a court decides whether the class waiver in Section 7 is enforceable.
- Relief. The arbitrator can award any individual relief a court could award.
- Award. The award is final and binding and can be entered as a judgment in any court that has jurisdiction.
- Fees. P3RSON pays JAMS filing, administrative and arbitrator fees for claims under $10,000 that a consumer brings in good faith. Each side pays its own lawyers, unless the arbitrator awards fees as the law allows.
- Confidentiality. Arbitration is private. You may tell your advisors and may state that the matter was resolved. P3RSON may publish anonymized dispute statistics.
- Survival. This section survives the end of your account or the Terms.
6. What is not arbitrated
You do not have to arbitrate:
- Small-claims cases. You or P3RSON may bring an individual case in small-claims court if the case qualifies for that court and stays there. This works in your home county or in Los Angeles County, California. If a small-claims case is moved or appealed to a higher court, it must go to arbitration unless the other side agrees otherwise.
- Urgent court orders. Either side may ask a court for a temporary or preliminary order to protect intellectual property, trade secrets or account security.
- Claims the law does not allow to be arbitrated.
7. Class action and jury waiver
You and P3RSON each give up the right to a jury trial and the right to join or bring a class, collective, consolidated or representative action. Every dispute must be brought individually. The arbitrator may not combine more than one person's claims. If a court finds this waiver unenforceable for a claim or remedy, only that claim or remedy goes to court, and the rest of this policy still applies.
8. Your 30-day opt-out
You may opt out of arbitration. Send a written notice to legal@p3rson.com within 30 days of first accepting the Terms, or within 30 days of any material change to the arbitration terms. Include:
- your name;
- the email address on your account;
- a clear statement that you opt out of arbitration.
Opting out does not change any other part of the Terms.
Accepting the Terms does not require you to tick a separate arbitration box. The opt-out is a separate step you may take at any time during the 30 days.
9. Safety and harassment claims
P3RSON may act at once, without arbitration, to remove content, warn or suspend a user, and share safety resources. You can also report a crime to the police. P3RSON cooperates with law enforcement. Reports go to moderation@p3rson.com. See the Community Guidelines.
10. Notices and changes
- Legal notices to P3RSON: legal@p3rson.com, or P3RSON, Inc., 348 West 57th Street #257, New York, NY 10019, USA.
- For a material change to this policy we tell you in the app at least 30 days before it takes effect (Terms of Service, Section 8). If a change needs your agreement before you can keep using P3RSON, the app asks you to accept it. A change to the arbitration terms gives you a new 30-day opt-out period.
- A dispute that began before a change continues under the policy that applied when it began.