Dispute Resolution
Your money sits in escrow until you approve the work, so a dispute never means chasing someone for a refund. Here's how we settle things when a job or order goes wrong.
How the process works
- 1
Talk to the other party first
Most issues are a misunderstanding. Message the provider or vendor in the app and give them a chance to put it right — keep the conversation in HANDI chat so it forms part of the record.
- 2
Open a dispute
If it isn't resolved, open a dispute from the order or booking in your dashboard. You have up to 14 days after completion or delivery. Escrowed funds are frozen the moment a dispute is opened.
- 3
We review the evidence
Both sides can submit photos, messages, and receipts. Our team reviews everything against the platform policies and the state of the escrow.
- 4
A decision is issued
You'll be notified of the outcome and the reason for it. Whatever is decided is applied to the escrowed funds automatically — no chasing anyone for money.
Possible outcomes
Full refund to the client
The work or item was not delivered as agreed. Escrow returns to the client in full.
Payment released to the provider
Evidence shows the work or item was delivered as agreed. Escrow releases to the provider or vendor.
Partial refund
Part of the work was completed or the item was partly usable. Escrow is split to reflect what was actually delivered.
50/50 split
Responsibility sits with both sides, or the evidence is genuinely inconclusive. Escrow is divided evenly.
What makes a dispute resolve faster
- •Photos or video of the completed work or the item as it arrived.
- •Your original agreement on scope, price, and timing — kept in HANDI chat.
- •Receipts or invoices for any materials in question.
- •A clear description of what you expected versus what you received.
Keeping negotiations inside HANDI chat matters: off-platform conversations can't be used as evidence, and off-platform payments aren't covered by escrow at all.
Need to raise an issue?
Start in your dashboard — disputes are opened directly from the order or booking they relate to.