1. When to open a dispute
You may open a dispute when:
- The Provider does not start on the agreed date/time.
- The delivered work is materially different from the agreed scope.
- There is a disagreement about milestones, completion, or quality.
- Suspected fraud, impersonation, or misuse of the platform.
Important
Disputes must be opened promptly. Waiting too long may reduce the ability to verify events and can affect outcomes.
2. How disputes work (process)
01
Open Dispute
From the booking page, submit dispute reason and upload proof.
02
Evidence Review
We review messages, attachments, milestones, timestamps, and work proof.
03
Both Parties Respond
Client and Provider may be asked to respond within a timeframe.
04
Decision
Escrow may be released, partially released, or refunded based on evidence.
3. Timelines
- Open dispute: ideally within 48–72 hours of the incident (or as shown in booking rules).
- Response time: we may request each party to respond within 24–72 hours.
- Resolution target: we aim to resolve within 3–10 business days depending on complexity.
4. Evidence required (what to submit)
Provide as much as possible:
- Booking ID + payment reference.
- Chat screenshots (preferably messages sent within buildcrex).
- Photos/videos of work progress, before/after images with dates if possible.
- Quotes, invoices, materials list, scope details, and milestone agreements.
- Location proof (optional) and timeline notes (date/time of visits).
If you don’t submit evidence
Dispute outcomes may be decided based on available records. Missing evidence can lead to denial of claims.
5. Outcomes
Disputes may result in one of the following:
- Release to Provider (full) — evidence supports completion and scope delivery.
- Partial release — some milestones/work completed; remainder refunded or held based on decision.
- Refund to Client — Provider did not start, did not deliver, or major breach proven.
- Request for rework — where reasonable and agreed timelines are possible.
6. Misuse & fraud
- Submitting fake evidence or abusing disputes may lead to account suspension.
- Off-platform payments are not protected by buildcrex dispute rules.
- We may report fraud to relevant authorities where required.
7. Contact
For refund-related issues, see Refund Policy. For general help, contact us via the Contact page.