Dispute resolution policy
How a disputed order is decided, on what evidence, and how fast.
Not legal advice. These documents are drafted for this marketplace and are specific enough to review, but they have not been reviewed by a lawyer and they are not tailored to the countries you will actually operate in. Have counsel read them, and the review brief that ships with the repo, before you take a payment.
What a dispute does
Opening one freezes the money immediately. Nothing goes to the seller and nothing goes back to the buyer until it is resolved, and the three-day release clock stops while we look at it.
Either party can open one on an order that is paid and not yet complete. There is one dispute per order.
The clock
The other party has 48 hours to respond. If they do not, the dispute goes to our review queue and we decide it on what is there.
Once both parties have had their say, we aim to decide within three working days. Complex cases involving publisher action or a suspected compromised account take longer, and we say so on the dispute.
What we decide on
The order chat, the order timeline, the progress milestones, the delivery evidence and, for codes, the vault access log, which records the exact moment a code was revealed.
We cannot consider anything agreed off-platform. A promise made on Discord is not evidence we can verify, and the person who made it can deny it. This is the single most common reason a party loses a dispute they thought they would win.
Screenshots are evidence, but weak evidence: they are trivially edited. Match history, timestamps and platform records outweigh them.
The three outcomes
Refund: the buyer gets everything back and the seller is charged no commission.
Split: part refunded, the rest released. Used where some of the work was genuinely done. The split is stated as an amount, with the reasoning.
Release: the evidence does not support the claim and escrow pays out in full.
Every resolution carries a written note naming the evidence relied on. Both parties receive it verbatim.
Bad-faith disputes
Opening disputes on delivered work as a way of getting free services is fraud. We track dispute rates per account. A pattern results in account closure and, where the amounts justify it, referral.
The same applies to sellers who mark work delivered that was not.
If you disagree with the outcome
Reply on the dispute with new evidence within 14 days and we will look again. A decision is reopened only for evidence that was not previously available, not for a restatement.
Nothing here removes your right to go to your card issuer or to a court, or the consumer dispute mechanisms available where you live.