Dispute Resolution
We are committed to fair outcomes for both customers and artisans.
Your Payment is Protected
All payments on Nsaboa are held in secure escrow until the customer confirms the job is complete. During a dispute, funds remain safely held and are not released to either party until a resolution is reached. This protects both customers and artisans.
How the Dispute Process Works
Raise a Dispute
From your booking details page, click 'Raise Dispute' and provide a clear description of the issue. Include photos if applicable.
We Review the Case
Our support team reviews the dispute within 24 hours. We may contact both parties for additional information or evidence.
Mediation & Resolution
We mediate between you and the other party to reach a fair resolution. This may include a partial or full refund, rework, or other agreed outcomes.
Payment Released
Once the dispute is resolved, escrowed funds are released according to the agreed resolution. Both parties are notified of the outcome.
Common Dispute Types
Here is how we typically handle the most common types of disputes.
Incomplete Work
The artisan did not complete the agreed scope of work. Customers can raise a dispute before confirming job completion.
Typical Resolution
We verify the agreed scope against the work delivered. If work is incomplete, the artisan may be required to finish or a partial refund is issued.
Quality Issues
The work was completed but does not meet the expected quality standards or specifications discussed.
Typical Resolution
We review photos and evidence from both parties. The artisan may be asked to redo the work, or a partial refund may be applied.
No-Show or Late Arrival
The artisan did not show up at the scheduled time or was significantly late without prior communication.
Typical Resolution
A full refund is issued if the artisan fails to appear. For significant delays, compensation may be negotiated.
Pricing Disagreement
The final cost exceeded the agreed estimate without prior approval from the customer.
Typical Resolution
Payment is limited to the originally agreed amount unless the customer approved the additional charges in writing.
Resolution Timeline
Initial Review
Our team acknowledges and begins reviewing every dispute within 24 hours.
Typical Resolution
Most disputes are resolved within 48 hours of submission through mediation.
Maximum Timeline
Complex disputes requiring additional investigation are resolved within 7 business days.
Have a question about disputes?
Our support team is here to help. Reach out anytime.