Dispute Resolution Policy
Last updated: 2 June 2026 · Version: 1.0
This Dispute Resolution Policy explains how disputes about a job are raised and resolved on TradesFlow. It forms part of our Terms of Service and works with the Payments & Escrow Terms.
1. When to use this policy
Use this policy if, after a genuine attempt to resolve things directly, a customer and trader disagree about a job — for example about quality, scope, completion, delay, or whether escrowed funds should be released or refunded.
We encourage you to message the other party first through the Platform; many issues are resolved quickly that way.
2. Raising a dispute
2.1 Either party can raise a dispute through the Platform on the relevant job, selecting a reason and providing a description and supporting evidence (e.g. photos, messages, documents).
2.2 When a dispute is opened, the job is frozen and the relevant escrowed funds are normally held so they are neither released to the trader nor refunded to the customer until the dispute is resolved.
3. How we review
3.1 A dispute moves through clear stages: open → investigating → resolved or rejected.
3.2 We review the evidence and Platform records from both sides — job details, messages, quotes, change orders, completion status, location and evidence uploads, and payment history. We may ask either party for more information within a set time.
3.3 We aim to acknowledge a dispute promptly and to reach a decision within a reasonable period, keeping both parties informed.
4. Possible outcomes
Depending on the evidence, a dispute may result in:
- release of escrowed funds to the trader (in full or part);
- a partial release with a partial refund;
- a full refund to the customer;
- a change order or agreed remedial work; or
- rejection of the dispute where it is unfounded.
Our decision concerns the handling of escrowed funds under these terms. It does not remove either party's separate legal rights, and a customer's statutory consumer rights are unaffected.
5. Fairness, fraud, and abuse
5.1 We apply this policy impartially and on the evidence. Submitting false evidence, abusing the dispute process, or repeatedly raising bad-faith disputes breaches the Acceptable Use Policy and may lead to account action.
5.2 Dispute history feeds into trust scores and risk monitoring.
6. If you're still unhappy
6.1 If you disagree with the outcome, you can ask us to review it at disputes@tradesflow.trade, providing any further evidence.
6.2 Nothing in this policy affects your legal rights. Consumers may be entitled to use alternative dispute resolution or to bring a claim in court. Payment-method disputes (e.g. card chargebacks) are handled by your bank or card provider, subject to clause 6.4 of the Payments & Escrow Terms.
Contact: disputes@tradesflow.trade.