How disputes work

1. Before you open a dispute

1.1. A dispute is the formal escalation step in a Holdy deal. Before you open one, there are two faster options:

• Message the seller. Most issues turn out to be miscommunication or a missing file. A single chat message usually resolves them.
• Request a refund. If both sides agree the deal shouldn't go through, either party can request a refund. No judge, no waiting period.

1.2. When you click "Open a dispute", we briefly ask whether you've already tried to talk to the seller. You can always skip that screen — it's a nudge, not a block.

2. What counts as valid grounds

2.1. A dispute is a disagreement about whether the seller delivered what was promised. Three recognised categories:

• Not delivered. The seller produced nothing by the agreed deadline.
• Not as described. The seller delivered something, but it doesn't match what was agreed.
• Partial delivery. Some deliverables are there, others are missing.

2.2. The following are not valid grounds:

• You changed your mind about needing the deliverable.
• You found a cheaper option elsewhere after paying.
• The quality is "not what I imagined" when the delivered work matches the written specification.
• You expected something that was never written down in the deal.

2.3. If you are a consumer in the EU/EEA or UK within the 14-day withdrawal period, you have a separate statutory right to cancel the Buyer Protection Service. See Right of Withdrawal.

3. How we decide — the principle

3.1. The question is always the same: did the seller deliver what was agreed? Not "is the buyer happy", not "did the seller work hard" — whether what's delivered matches what's specified on the deal.

3.2. We start from the deliverables list that was agreed before payment. That list is the contract. We then compare what the seller actually delivered against that list.

3.3. Documented, on-platform evidence outweighs verbal claims. Files uploaded through Holdy have cryptographic timestamps that prove what existed when. Chat messages on Holdy are recorded with timestamps. External delivery (email, Drive links) can be valid, but the burden of proof is heavier.

3.4. If one side has documented evidence and the other has only verbal claims, documented evidence wins.

3.5. We follow a detailed internal framework to keep decisions consistent. We don't publish the full framework because it would become a playbook for people trying to game the system. What we publish here is the principle and the broad outcomes — enough to understand the process, not enough to manipulate it.

4. The three outcomes

4.1. Buyer wins. Funds are refunded to the buyer. The deal is marked as refunded.

4.2. Seller wins. Funds are released to the seller. The deal is marked as completed.

4.3. Mutual. Used when both parties share fault or the specification was too vague to judge cleanly. We issue a proportional refund.

4.4. Repeated losses on either side are recorded and influence how we handle future deals involving that account. Patterns of behaviour matter. The details of those consequences are deliberately not public.

5. What makes a dispute winnable

5.1. What helps buyers succeed:

• A specific, written deliverables list at the time of deal creation.
• Prompt communication in chat when something looks wrong.
• Specific, concrete descriptions of the mismatch (what was agreed, what was received, what's different).
• Files or screenshots supporting the claim.

5.2. What helps sellers succeed:

• Delivering through Holdy (files uploaded to the platform, not just via email).
• Responding to buyer questions in writing, on Holdy.
• Meeting the written deliverables list exactly as specified.
• Offering a reasonable revision when the buyer points out a specific concrete issue.

5.3. The common thread on both sides: be specific, stay on platform, communicate in writing.

6. Our response times

• Dispute opened — the seller has 48 hours to respond.
• Seller responds or 48h passes — our team reviews.
• Decision — typically within 24 hours of review starting, up to 72 hours for complex cases.

From opening a dispute to a decision is usually 3–5 days total. We may extend this if we need more information.

7. What happens after the decision

7.1. Buyer wins: funds are refunded to the original payment method via Stripe. Arrival typically takes 3–10 business days depending on the bank.

7.2. Seller wins: funds are released to the seller's Stripe Connect account. Arrival to their bank typically takes 1–3 business days.

7.3. Mutual: the agreed portions are refunded and released respectively.

7.4. We send both parties an email with the decision. The reasoning cites the specific facts and evidence that drove it.

8. If you disagree with our decision

8.1. You can request a review by emailing disputes@getholdy.com within 14 days of the decision. A second reviewer will re-examine the case. Review requests must include new information or identify a specific error in the original reasoning — they are not a second opinion on the same facts.

8.2. Consumers in the EU/EEA can also access EU Consumer Redress tools.

8.3. You retain whatever remedies your local jurisdiction provides. Disputing with your bank (chargeback) is a separate process outside Holdy's control — we'll defend the original decision with our evidence.

9. Dispute abuse

9.1. Opening disputes you know are invalid, fabricating evidence, or coordinating with another party to defraud Holdy are grounds for account suspension and, where applicable, referral to authorities.

9.2. Consistent misuse of the dispute system — from either side — leads to account restrictions. The thresholds are deliberately not published.

10. Our consistency commitment

10.1. The same facts should produce the same outcome regardless of who reviewed it or when. We follow a documented internal framework and audit decisions monthly.

10.2. Material changes to this policy require 14 days' notice to existing users. We don't change the rules mid-deal: the policy in effect at the time of your deal is the policy applied.

11. Contact

Questions about a specific dispute: reply to the email we send you about the decision.

Questions about the policy itself: disputes@getholdy.com.