Disputes
When a buyer can raise one, how long you have to respond, what evidence is read, and the remedies that are actually available.
A dispute is the formal route for "this did not go as it should have" once the 24-hour post-session window has closed. It is not a support ticket and not a complaint - it can move money.
The clocks#
| A dispute can be raised | up to 14 days after the booking closes |
| You should respond within | 24 hours |
| Target resolution | 72 hours |
| Appeal window after a decision | 72 hours, one reopen only |
The 14-day limit exists because evidence decays: the join ledger stays accurate, but both parties' memories do not, and an unbounded window means refund requests arriving after you have been paid out.
What is read#
- The attendance record - who joined the room, and when.
- The messaging thread on the booking.
- The mock interview report, if one was owed.
- Both accounts of what happened.
The attendance record is the strongest evidence in either direction, which is the whole reason sessions are held in a room we create.
Remedies#
A dispute can end in a full refund, a partial one, or credit. Some are decided mechanically from the record - a clear no-show does not need a human - and the rest are decided by a person. The mechanical rules can be switched off entirely if something is wrong with them, so an outcome you expected automatically may take longer occasionally.
Disputes on a package session#
A session redeemed from a package has no payment of its own, so a cash refund has nothing to refund.
⚠ The remedy that actually works there is a free rebooking - the buyer gets the session again at no further cost to them. Expect that outcome rather than a refund when a package session goes wrong, and understand that it means delivering the session a second time.
Appeals#
Either side can appeal once, within 72 hours. After that the decision is final - the single reopen is enforced by the system, not by convention, so there is no second appeal to ask for.
Avoiding them#
Most disputes are a communication failure that hardened. The thread on the booking is open before, during and after the session, and answering a question there is faster and cheaper for both of you than a formal process. An upheld dispute is 20 points of your reliability score.
Was this page helpful?