Dispute Policy

Protected payment only means something if there is a clear process when the two sides disagree. This is that process.

1. When you can raise a dispute

Either the buyer or the provider may raise a dispute at any point while the money is held — from the moment a job is funded until it is released. That includes a job that was funded but never started.

2. What happens immediately

Raising a dispute freezes the release of funds. Automatic approval stops. The other party is notified. Nothing moves until the dispute is resolved.

3. Talk first

Most disagreements are a misunderstanding about scope. There is a direct resolution window before our team steps in, and either side may withdraw the dispute if you settle it between yourselves.

4. Evidence

Both sides may submit evidence: the original brief, what was delivered, dates, and any agreed changes. Decisions are made on what was agreed and what was delivered — so keep the agreement on the platform, in writing.

5. The ruling

Our team rules one of three ways:

• Release in full — the work substantially met what was agreed; the provider is paid.
• Refund in full — the work was not delivered or was substantially different; the buyer is refunded.
• Split — part of the work was delivered; the amount is divided, with commission applied only to the provider's share.

Every ruling records the deciding staff member and a written rationale, and that record cannot be edited afterwards. Corrections are made by a new decision, never by rewriting the old one.

6. How long it takes

We aim to rule within a small number of business days of receiving evidence from both sides. Complex cases take longer; you will be told if yours is one.

7. Finality

The ruling is final on the platform. It does not remove any right you have to pursue the matter elsewhere under Nigerian law.

8. Abuse

Raising disputes in bad faith — to delay payment, or to obtain work without paying — may result in suspension.

9. What is not covered

Work arranged off the platform has no payment protection and no dispute recourse. Contact details are masked until a job is funded precisely so that the transaction, and its protection, stay where we can stand behind them.