Dispute policy
The escalation path when a deal goes wrong: open an issue, vendor response window, then platform mediation.
Version 1 — June 2026
Step 1 — Open an issue
Raise the problem in the deal thread first, in writing, stating specifically what went wrong and what outcome you want (fix, partial refund, full refund). A clear written record is what every later step runs on.
Step 2 — Vendor response window
The vendor has 7 calendar days to respond with a resolution offer or a substantive reply. Most disputes end here. If the vendor responds and you are negotiating in good faith, the clock pauses while you work it out.
Step 3 — Platform mediation
If the vendor does not respond within the window, or you reach a dead end, either side can request platform mediation via /contact with the deal reference. We review the deal thread, the listing or quote terms, and any evidence both sides submit. We may ask either side for more information and expect replies within 5 business days.
Step 4 — Resolution options
Mediation can result in: no action (the record supports the vendor), a directed full or partial refund on platform-processed payments, removal or correction of a listing, or account-level consequences under the Vendor or Buyer policy. We will state the outcome and the reasoning in writing.
Limits
Mediation covers deals conducted through DealNest. We cannot mediate work or payments that happened entirely off-platform, and our decisions do not limit either side's legal rights.
Questions? Contact us via /contact.
This policy is a general statement of platform rules and is not legal advice.