At We Are Scene, we do everything we can to guarantee a smooth experience for our users. If you'd like to dispute a declared damage or an additional service, here are the steps to follow.
ā” Disputing a declared damage
You have 7 days after the claim is declared to contact the host directly and try to reach an agreement.
If the host maintains their compensation request, We Are Scene will proceed with the insurance process for coverage in line with the applicable terms.
If a deposit was taken by card, it will remain on hold for 7 days, pending the quote provided by the host.
ā” Disputing an additional service
You have up to 7 days after an additional service is added to decline it if it doesn't match your booking.
After this period, if the service hasn't been cancelled or corrected, it will be automatically confirmed and charged.
If you dispute it after the charge has been made, our legal team will contact you to review your claim and find an appropriate solution.
We remain available to ensure a transparent and secure service. If you have any doubts or questions, don't hesitate to contact our support team!