Dispute Resolution Rules

1. When a dispute may be opened

Either party may open a dispute while the deal funds are held: after the funds are secured and before acceptance is confirmed. The customer may open a dispute during the inspection period if the result does not match the agreed terms — quantity, quality, specification or deadlines. The contractor may open a dispute if the customer does not confirm receipt. The held funds are frozen until the dispute is resolved.

2. Timing and evidence

When opening a dispute, the initiator states the reason, a description, the claimed amount and attaches evidence: photos, documents, waybills, acceptance certificates. The other party is given time to respond: agree, contest with evidence, or offer a partial refund. All deal documents and the action log are available to arbitration automatically.

3. The role of arbitration

If the parties do not reach agreement, the dispute goes to the Service's arbitration. Arbitration reviews the recorded deal terms, the action log and the submitted evidence, and decides how the frozen funds are distributed.

4. Possible outcomes

• the held funds are released to the contractor;
• the held funds are refunded to the customer;
• the funds are split between the parties.

The distribution must match the frozen amount exactly. The decision is recorded with its reasoning and appears in the deal's action log. The fee is calculated on the amount actually released to the contractor: on a full refund no fee is charged.

5. Review time and appeal

The Service aims to review a dispute within a reasonable time once all necessary evidence has been received. A party that disagrees with the decision may appeal with new circumstances within the stated period.

6. Bad-faith disputes

Systematically opening disputes in bad faith, submitting false evidence or colluding between parties leads to measures up to account suspension and reputation reduction, and may also trigger liability under the law.