Last Updated: November 17, 2025
Scope
This policy explains how buyer and seller disputes are handled on Escrova.
When to raise a dispute
- Item/service not delivered or delivered late
- Item/service not as described
- Quality or acceptance issues
- Refund or release disagreements
How to open a dispute
Go to the escrow details page and choose Dispute. Add a short reason and evidence (messages, files, screenshots, links, delivery proof).
Review process
- We acknowledge the dispute and notify both sides
- We review chat, files, milestones, delivery logs, and payments
- We may ask for more info with a deadline
- We decide and inform both sides
Possible outcomes
- Release funds to seller (full or partial)
- Refund buyer (full or partial)
- Cancel escrow with terms decided by us
Timeframes
Most disputes are resolved within 7–14 business days after we receive all info. Complex cases may take longer.
Fees
Platform fees already charged are non-refundable unless stated by us. Chargebacks may lead to account actions.
Communication rules
Keep all communication inside Escrova chat to be counted as valid evidence. Off-platform communication may be ignored.
Appeals
You can appeal within 3 business days after the decision by sharing new, clear evidence. Final decisions after appeal are binding.
Abuse
False claims, evidence tampering, or policy abuse can result in warnings, fee loss, or account limits.
Contact
Questions? Email support@escrova.com.
