Dispute Resolution Policy

1. Raising a Dispute

Both customers and artisans can raise a dispute about a job. Disputes can concern non-delivery, poor-quality work, missed appointments, payment issues, communication problems, or other service problems. To raise a dispute, use the "Raise a dispute" option on the relevant job in your dashboard.

2. Information Required

When raising a dispute, you must provide:

• A dispute reason (from the available categories)
• A detailed description of the issue
• Optional supporting evidence (photos, stored privately and visible only to administrators)

3. Review Process

Once a dispute is raised:

1. Both parties are notified
2. The job status is set to "disputed", which pauses commission finalization and payouts
3. An administrator reviews the dispute, including any evidence and the job history
4. The administrator may request additional information from either party
5. The administrator makes a decision and records the resolution

4. Possible Resolutions

The administrator may resolve a dispute in one of the following ways:

• In favour of the customer — a full or partial refund may be issued
• In favour of the artisan — the job proceeds and the artisan is paid
• Partial refund — the customer receives a partial refund and the artisan retains the remainder
• Dismissed — the dispute is found to be without merit
• Escalated — the dispute is escalated for further review

5. Effect on Commission

When a dispute is opened, commission finalization is paused. If the dispute results in a full refund, the commission ledger entry is reversed. If the dispute is resolved in the artisan's favour, the commission proceeds as normal.

6. Audit Trail

All dispute status changes and administrative decisions are recorded in the audit log. Both parties can see the dispute status and resolution note.

7. Good Faith

All parties are expected to act in good faith. Raising fraudulent or abusive disputes may result in account restrictions. Providing false evidence is prohibited and may lead to account suspension.

This policy is provided for informational purposes and does not constitute legal advice. It has not been reviewed by a lawyer.