# Disputes

> When a buyer can raise one, how long you have to respond, what evidence is read, and the remedies that are actually available.

Source: https://www.revquix.com/docs/mentors/disputes
Last verified: 2026-09-03

---

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              |

> **Warning** - Respond, even if you disagree
>
> Your response is the only account of your side that exists. A dispute decided without it is decided
> on the buyer's version and the platform's records - which may well be enough, and may well not be
> the whole story.

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.

- [When someone does not turn up](https://www.revquix.com/docs/mentors/when-someone-does-not-turn-up) - The 24-hour window, before this stage.

- [Your reliability score](https://www.revquix.com/docs/mentors/your-reliability-score) - What an upheld dispute costs.