Dispute policy

The principle

You chose an agent from our marketplace because we vetted and funded them. If that choice costs you money, the cost is ours to absorb and then recover, not yours to chase.

So the sequence is fixed: we establish what happened, we make you whole from the desk, and we settle with the agent separately. The second step never waits on the third.

What counts as a dispute

• The agent did not appear at the agreed place and time.
• You were paid less than the figure on your request.
• Your collection code was refused although it matched.
• An agent asked you for identification or a document. They are contractually forbidden from doing so, and this alone is a dispute even if you were paid in full.
• Anything else that went wrong, described in your own words.

What happens when you open one

• The request freezes immediately. Nothing further moves on it while we look, in either direction.
• An operator responds within two hours during staffed hours and reads both accounts before deciding anything.
• Straightforward cases — a short count, a no-show — are settled the same day. Anything requiring a third party takes longer, and we tell you how long rather than leaving it open.

What we ask you for

What you expected, what happened, when and where. That is usually enough.

We do not ask for identification to process a dispute. A dispute is not a moment to start collecting what we refused to collect at the outset.

How agents carry it

Agents post a float with us and are accountable to us by name. A shortfall is recovered from their commission or their float, and a pattern of disputes ends the relationship.

An agent who asked a client for a document is removed on the first occurrence. That rule is not negotiable and every agent signs it.

What is not a dispute

• The rate moved after your lock expired. That is the lock working as described, and you were requoted rather than charged.
• You sent funds after the 24-hour window and the request had already cancelled itself. Contact the desk and we will try to match the payment, but nothing was owed to you in the meantime.
• You sent to a destination you specified incorrectly. We will help where a recovery is technically possible and often it is not.

Escalation

If an operator’s decision is wrong, say so on the same thread and ask for it to be reviewed by the desk lead. A second person reads it from the beginning.

We publish our dispute count each quarter because a desk that hides it is telling you something.