Dispute Policy

This policy describes how disputes between Anglers and Captains are raised and resolved on the Chartrr platform, operated by Driftline Ventures LLC. It summarizes the relevant provisions of the Chartrr Terms of Service (Sections 6.5, 10.10, and 21), which govern in the event of any conflict.

Chartrr uses a trip verification protocol to confirm that booked trips take place as agreed. Check-in opens 2 hours before scheduled departure. If a party fails to appear, a no-show may be reported starting 30 minutes after the scheduled departure time.

After a trip's scheduled completion, either party may raise a dispute about the trip within 48 hours. If no dispute is raised, the trip is automatically confirmed 24 hours after completion and payment is released to the Captain.

If an Angler has a problem during a fishing trip booked through Chartrr, they must report it to the Captain immediately. As the Angler's contract is with the Captain, all complaints regarding the charter trip should be addressed to the Captain directly. Any complaint after the trip should be directed to the Captain using the contact details provided in the booking confirmation. Anglers may also contact Chartrr at support@chartrr.com for assistance, and Chartrr will do its best to assist with any queries or concerns.

Disputes raised through the platform within the 48-hour window pause the release of payment for the disputed trip until the dispute is reviewed.

Chartrr reviews platform disputes on a case-by-case basis and may request supporting evidence from both parties, including trip records, check-in data, photos, and communications. Captains are required to use Chartrr's in-app messaging feature to communicate with Anglers; in the event of a dispute, Captains may be required to provide records of any communication with the Angler that occurred outside the platform. Chartrr is not responsible for misunderstandings arising from communications that take place outside the platform.

Depending on the outcome of review, Chartrr may release payment to the Captain, issue a full or partial refund to the Angler, or take other appropriate action under the Terms of Service.

If an Angler initiates a dispute or chargeback with their payment provider, Chartrr will review the claim and will submit evidence through our payment processor to contest it — the Booking, acceptance of the cancellation policy, the Captain's confirmation and check-in, trip completion, and platform messages. Raise trip problems through this Dispute Policy first; a chargeback opened for a trip that was provided as booked is an unwarranted dispute. Unwarranted or abusive disputes may result in account suspension or termination. If a dispute is lost as a result of the Captain agreeing to booking conditions with the Angler outside of the Chartrr platform, Chartrr reserves the right to withhold the amounts paid and deny any payout to the Captain. In the case of a customer-initiated dispute, the transaction cannot be refunded prior to the dispute resolution.

If a transaction is identified as fraudulent, Chartrr reserves the right to cancel the booking, withhold any refunds, and notify the affected parties. Chartrr may request additional documentation from both the Angler and the Captain to investigate fraudulent transactions.

Before initiating any formal dispute resolution proceeding against Chartrr, you agree to first contact us at legal@chartrr.com and attempt to resolve the dispute informally for at least thirty (30) days. If informal resolution fails, disputes with Chartrr are resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, as described in Section 21 of the Terms of Service, which includes a class action waiver and opt-out procedure. Claims related to personal injury or death are not subject to the arbitration provision.

For questions about this policy, contact support@chartrr.com.