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Dispute resolution

When it goes wrong, here is exactly what happens.

Most marketplaces keep their dispute process vague. Ours is published — stages, deadlines, evidence standards and all. Funds stay frozen in SafeHold while it runs.

  1. Stage 0

    Prevention, built in

    • Milestone completion requires photo evidence from the tradie before you're asked to approve.
    • Scope, quotes and change orders are written records on the job — not text messages.
    • This evidence base is what makes fair adjudication possible when things do go wrong.

  2. Stage 1

    72 hours

    Direct resolution

    • Either side opens a dispute on a milestone. The funds for that milestone are frozen — other milestones are unaffected.
    • A structured negotiation thread opens with proposed-resolution options: release, partial split, or rework-then-release.
    • Most disputes end here, because both sides can see the same written scope and evidence.

  3. Stage 2

    5 business days

    Platform mediation

    • An evidence-first review of the scope document, change orders, photos and the message thread.
    • Possible outcomes: full release, full refund, a defined split, or a rework plan with a new acceptance date.
    • Every decision comes with a written rationale referencing the evidence — no unexplained outcomes.

  4. Stage 3

    Jobs over $10,000

    Independent assessment

    • Either party can request a licensed independent assessor for larger jobs.
    • The assessor's cost is split 50/50, unless the outcome is one-sided — then the unsuccessful party pays.
    • The platform decision defers to the assessor's report.

  5. Stage 4

    Your statutory rights, preserved

    • Nothing in this process waives or replaces your legal rights.
    • Adjudication under the Construction Contracts Act 2002 remains available for construction contracts, including residential work.
    • So does the Disputes Tribunal, and your rights under the Consumer Guarantees Act.

Evidence standards

Decisions follow evidence, not volume

Written scope wins

The accepted quote, milestone descriptions and approved change orders define what was agreed. Verbal side-deals can't be adjudicated.

Photos over recollection

Date-stamped photos submitted with completion requests and dispute evidence carry the most weight.

Both sides heard

Each party can submit evidence and a proposed resolution before any decision is made.

SLA timers are tracked on every dispute; breaches alert our operations team automatically. While a dispute is open, only the disputed milestone's funds are frozen — the rest of the job, and your other milestones, carry on.

Read how payments and milestones work end-to-end on How it works and Trust & Safety.