Dispute policy

Last updated: 25 September 2026

If a job paid through OutValue isn't done as agreed, you can raise a dispute before the payment is released. The full rules are in clause 4 of our Terms, and they take precedence.

How disputes work

Step 1

Raise a dispute

From the completion screen, within 48 hours of the completion report. This stops the automatic release.

Step 2

Review

An OutValue administrator checks the report, photos and messages, and may ask either of you for more.

Step 3

Decision

We aim to decide within 72 hours. That's a target, not a guarantee.

Step 4

Outcome

Full release, split or full refund. Both of you are told the outcome.

Step 5

Appeal

A business can appeal a refund once, within 48 hours. A customer can't appeal a release.

Disputes are decided by OutValue. It's an internal decision, not independent dispute resolution, and doesn't stop either of you going to court.