Dispute Resolution

When to open a dispute

If the job was not done, only partly done, or not as agreed. Open it from the booking itself.

What happens

The job's funds are frozen: neither released to the provider nor refunded, until the dispute is decided. Both sides are invited to give their account and their evidence (photos, messages).

The decision

A member of the PrestaVite team decides after reading both accounts. Two outcomes:

• For the client: full refund; the frozen funds go back to them.

• For the provider: the frozen funds are released to them.

Both parties are notified of the decision and its reasoning. There are no silent decisions.

Auto-confirmation window

If you neither confirm nor dispute, a job the provider marked done is automatically confirmed after 72 hours and the funds are released to them. Opening a dispute before then stops that clock.

Our stake in a dispute

PrestaVite takes a commission on a job that completes, and nothing on a job that is refunded: the outcome of a dispute does affect our revenue. We would rather write that down than leave it unsaid. It is why every decision is reasoned in writing and sent to both parties — it must be re-readable and contestable, not a matter of trusting our good faith.