Dispute Resolution Policy

1. Overview

SiteBuddy is committed to fair outcomes for both customers and service providers. This policy outlines how disputes are raised, investigated, and resolved on the platform.

2. Raising a Dispute

Either party may raise a dispute within 14 days of a booking's scheduled completion date. Disputes can be submitted through the booking detail page by selecting "Raise a Dispute" and providing a detailed description of the issue along with any supporting evidence (photos, communications, deliverables).

3. Investigation Process

Once a dispute is raised, SiteBuddy will review the case within 3 business days. Both parties will be contacted to provide their account of events. SiteBuddy may request additional documentation, arrange an independent assessment, or facilitate direct communication between the parties.

4. Resolution Outcomes

Possible resolutions include:

• Full or partial refund to the customer
• Additional work to be completed by the provider at no extra charge
• Release of held milestone payments to the provider
• Mutual agreement between both parties
• Escalation to an independent mediator

5. Payment Holds

While a dispute is under investigation, any outstanding milestone or final payments will be held in escrow. Funds will only be released once a resolution has been agreed upon or determined by SiteBuddy.

6. Escalation

If either party is unsatisfied with SiteBuddy's resolution, they may request escalation to an independent mediator. Mediation costs are shared equally unless otherwise determined. Nothing in this policy limits either party's rights under Australian Consumer Law.

7. Contact

For dispute-related enquiries, contact us at [email protected].