🛡️ Conflict Resolution Policy
Salam Trips is a high-trust marketplace. We believe that most issues can be resolved through respectful dialogue, but we have strict protocols in place to protect our community.
The 24-Hour Rule
From the moment an issue is reported via the dashboard, our team and the Local Ambassador will respond within 24 hours to begin mediation.
How Mediation Works:
1
Report: Guest submits a "Report Issue" ticket via their dashboard.
2
Ambassador Review: A Local Ambassador (familiar with the neighborhood) reviews the claim. They may contact the host for proof (photos/logs).
3
Mediation: We seek a fair resolution (e.g., partial refund, property fix, or relocation).
4
Final Ruling: If a resolution cannot be reached through mutual agreement, Salam Trips acts as the final arbiter. Our decision is final, binding on both parties, and non-negotiable. This is to ensure the safety and integrity of the Salam Trips community.
📋 Platform Ground Rules
Both parties are expected to adhere to these standards. Failure to do so is the primary basis for mediation rulings.
For Hosts
- Halal Accuracy: All promised amenities (Bidets, Halal kitchen, etc.) must be present and functional.
- Response Time: Hosts must respond to guest inquiries within 12 hours during an active stay.
- Cleanliness: Properties must meet "Ambassador-Grade" cleanliness standards before check-in.
For Guests
- Values Check: Respect all House Rules regarding alcohol, noise, and neighborhood modesty.
- Communication: Report any property issues within 4 hours of discovery.
- Check-out: Leave the property in the same respectful state you found it (Barakah Principle).
⚖️ Grounds for Immediate Removal
To maintain our "Ambassador" tier, hosts must adhere to strict values. The following are grounds for immediate host removal and guest refund:
- Misrepresentation of Halal Status: Claiming "Halal Kitchen" or "Alcohol-Free" when it is not.
- Privacy Violations: Unauthorized cameras or intrusion into guest spaces.
- Safety Failures: Providing inaccurate "Safety Heatmap" data that leads to guest distress.
- Unresponsive Behavior: Failing to respond to a mediation request within 48 hours.
💼 Terms for Guests
Guests are expected to treat every property and Ambassador with the utmost respect. We operate on a "Barakah" principle—leave every home better than you found it.
Cancellation Policy
Each property has its own cancellation window, but the £15 VIP Access fee is non-refundable as it grants immediate access to proprietary platform data.
Last updated: April 2026. For specific inquiries, contact support@salamtrips.com