Disputes and Complaints Policy

1. Scope

This Policy applies to disputes between Users (Landowner vs. Detectorist) and complaints by Users directed at FieldFinders / Gitwix Limited (the "Platform").

The Platform is an introduction and facilitation intermediary only. We are not a party to any Search Agreement between Users. Our dispute assistance is a goodwill service only and does not constitute legally binding adjudication or mediation.

2. User-to-User Disputes

2.1 Nature of User Disputes

Disputes between Landowners and Detectorists may include:

• Non-performance of a Booking (Detectorist fails to arrive; Landowner denies access)
• Property damage caused by a Detectorist
• Disputes over Finds ownership or Treasure reward splits
• Alleged breach of the Search Agreement
• Disputed refunds

2.2 First Step — Direct Resolution

All Users must first attempt to resolve disputes directly with each other through the Platform's in-app messaging system. The Platform strongly encourages direct, respectful communication.

2.3 Platform Assistance (Goodwill Only)

If direct resolution fails, a User may raise a dispute through the Platform by submitting:

• A written summary of the dispute
• All relevant evidence (photos, messages, Search Agreement terms)
• The outcome sought

The Platform may, at its sole discretion, review the evidence and offer a non-binding recommendation. This recommendation is not a legal determination and either party may reject it.

We are not obligated to intervene in User disputes and our involvement does not make us a party to the dispute or liable for its outcome.

2.4 Escalation

If Platform assistance does not resolve the dispute, Users may pursue:

• Civil litigation in the courts of England and Wales
• Alternative Dispute Resolution (ADR) through a certified provider

We will provide the name and contact details of an appropriate ADR provider upon request.

3. Payment Disputes

3.1 Refund Requests

Refund requests must be submitted within 30 days of the Booking date.

• Detectorist cancels > 48 hours before Booking — full refund minus Platform Fee
• Detectorist cancels ≤ 48 hours before Booking — no refund (unless Landowner agrees)
• Landowner cancels confirmed Booking — full refund to Detectorist including Platform Fee
• Detectorist denied access by Landowner (evidenced) — full refund to Detectorist
• Detectorist removed from Land for breach — no refund
• Force majeure (evidenced) — refund considered at Platform's discretion

3.2 Payment Disputes With Payment Processor

If you believe a payment was processed incorrectly (overcharge, duplicate charge, etc.), contact us at admin@fieldfinders.co.uk within 14 days. We will investigate with our payment processor (Stripe) and rectify confirmed errors within 10 working days.

For chargeback disputes initiated through your bank, we reserve the right to provide evidence of the confirmed Booking and acceptance of Terms to the bank.

4. Complaints Against the Platform

4.1 How to Complain

If you have a complaint about FieldFinders's own services, contact us:

• Email: admin@fieldfinders.co.uk
• Response Time Target: Within 5 working days for acknowledgment; within 30 days for full response.

Please provide:

• Your full name and account email
• A clear description of your complaint
• Any supporting evidence
• The outcome you are seeking

4.2 Escalation

If you are dissatisfied with our response, or if we have not resolved your complaint within 30 days, we will provide you with details of a certified Alternative Dispute Resolution (ADR) provider that could review your complaint. We are not currently obligated to participate in ADR, but we will consider requests to do so on a case-by-case basis.

4.3 Statutory Rights

Nothing in this Policy affects your statutory rights. As a consumer, you retain all rights under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.

5. Treasure and Archaeological Finds Disputes

Disputes between Landowners and Detectorists regarding Finds ownership, Treasure reward entitlement, or Treasure reporting are not matters for Platform resolution. These are direct legal disputes between the parties and, in the case of Treasure, may involve the Coroner, Historic England, the British Museum, or the Department for Culture, Media and Sport. We will not adjudicate Treasure disputes.

6. Property Damage Claims

Claims for property damage (damage to crops, land, fences, equipment, or otherwise) arising from a Detectorist's activities are civil law matters between the Landowner and Detectorist. The Platform is not liable for such damage. Landowners should direct such claims to the NCMD or FID public liability insurer under whose membership the Detectorist was covered at the time of the Booking.