Dispute Resolution
Baseline version — last updated: 2026
A disagreement over a deliverable does not automatically release or refund escrowed funds — here is the process that is followed.
Opening a dispute
Either the client or the provider can open a dispute on a contract or milestone before funds are released. As soon as it is opened, the funds in question remain held in escrow until resolution — neither released to the provider nor refunded to the client in the meantime.
Direct resolution (72 hours)
A 72-hour window is opened for both parties to reach an agreement directly (messaging, deliverable adjustment, an amicable split). The large majority of disputes resolve at this stage.
Mediation (120 hours)
Without an agreement within the direct-resolution window, the dispute is automatically escalated to a managed mediation, with a 120-hour deadline shown to both parties. The mediation decision determines the final split of escrowed funds (full release, partial release, or refund).
What this process does not cover
An insurance claim (property damage, accident) follows a separate process, described in the Insurance Terms — contesting a rejected claim can open a mediation dedicated to that claim, separate from the underlying contract.