Disputes policy
Disputes and mediation
Five levels to resolve any conflict on SpotMe Now rentals (Annex A). SpotMe walks you through each step — and we respect your right to escalate to formal consumer protection authorities.
Last updated: May 4, 2026
Scope of this policy
Applies to SpotMe Now rentals (Annex A) — the standard monthly checkout. Disputes on SpotMe Pro (Annex B) and Traditional (Annex C) rentals are handled per the contracts signed with your specialist; escalation to Chubb and PROFECO remains available if part of the contract.
Principles
How we approach a dispute
- 01
Verified identity
Every renter and host completes identity verification (ID, facial validation, background check). Full traceability.
- 02
Neutral mediation
Our mediation team takes no sides. They evaluate evidence, cross-check, and propose a fair resolution based on T&C and the facts of the case.
- 03
Clear timelines
Each step has a defined timeline. If SpotMe doesn't deliver, you automatically escalate to the next level.
Process
Five resolution levels
Start with the simplest. Most cases resolve at level 1 or 2.
- 01
Direct communication
Talk to the other party via in-app chat. Most misunderstandings resolve with a clear, timely message.
Document everything in chat — the history is your best evidence.
0–48 hours - 02
SpotMe mediation
If you can't reach agreement, open a mediation ticket from the app. Our team reviews evidence (chat, photos, contracts), contacts both parties, and proposes resolution.
Provide visual evidence: before/after photos, screenshots, receipts.
2–5 business days - 03
Chubb claim
If there's damage or loss and the renter purchased Chubb coverage, we file the claim with the insurer. Chubb evaluates under its general conditions and issues resolution.
Applies only if the renter has active Chubb coverage.
5–15 business days - 04
Bank dispute (chargeback)
If you paid by card and believe a charge is improper, you have the right to dispute with your issuing bank. SpotMe provides all documentation your bank requires.
Applies only to card payment disputes.
Variable by bank - 05
PROFECO complaint
If SpotMe's mediation doesn't resolve your case, you have the right to file a complaint with PROFECO (Mexico's federal consumer protection authority). We support with all needed documentation.
Concilianet allows online filing of the complaint.
Per PROFECO process
Evidence
What we need to evaluate your case
The more visual and time-stamped evidence you provide, the faster the resolution.
Photos and videos
State of the space before and after the incident. Time-stamped if possible.
In-app chat history
Conversations are logged — you don't need to export, we retrieve them automatically.
Receipts
Receipts, invoices or repair quotes. If there was a police report, a copy of it.
Verified identity
Reminder: the other party's identity is already verified by SpotMe (ID + facial validation).
How to open a case
Three steps to start mediation
- 01
Open the ticket in the app
From your reservation: 'Report incident'. Describe the case and upload initial evidence.
- 02
SpotMe contacts both parties
Neutral mediation: we review evidence, gather anything missing, and contact both parties to understand both sides.
- 03
Resolution and next steps
We deliver a resolution with concrete next steps: refund, Chubb claim, escalation, or case closure.
Your right
Escalation to PROFECO
As a consumer in Mexico, you have the right to file a complaint with PROFECO (Federal Consumer Protection Agency). SpotMe supports this right and provides all the documentation you need.
- File a complaint on Concilianet
- Official PROFECO website
- Consumer hotline: 55 5568 8722
Frequently asked questions
Most cases resolve in 2–5 business days after opening the ticket. Complex cases with physical damage may take longer due to evidence review.
No. Mediation is neutral. Our team evaluates objective evidence: in-app chat, photos, accepted T&C, signed contract. Resolution is based on facts, not on who's 'more of a client'.
If the other party doesn't respond within 48 hours of our notice, SpotMe issues resolution based on available evidence and applicable T&C.
Yes. Your right to PROFECO doesn't depend on exhausting the internal process. However, prior mediation usually speeds up your case.
Fire damage, tenant civil liability (damage to host's property), general civil liability, and theft with violence. Sums insured and deductibles depend on the chosen plan.
The renter, at checkout. Coverage is optional and offered during the checkout flow. If the renter didn't purchase it, disputes are resolved without a Chubb claim.
Yes, if you paid by card and consider the charge improper. SpotMe provides the documentation your bank requires to evaluate the dispute.
Support
Mexico-based mediation team
We respond in under 24 business hours. Spanish-speaking, handle disputes in person or online.