Dispute Resolution Policy

Dispute Resolution Policy

Last updated: 10 February 2026

Scope

This policy explains how disputes between buyers and sellers are handled on Easytradescrow (“Company”, “we”, “our”, “us”). It forms part of our Terms and Conditions and applies to every escrow transaction made through our website at https://easytradescrow.com (the “Service”). If this policy conflicts with our Terms and Conditions, the Terms and Conditions apply.

Our Role

Easytradescrow is a neutral third party. We hold funds or assets in escrow until the agreed conditions are met. We are not a party to the underlying transaction between the buyer and the seller, and we do not buy, sell, or take ownership of the goods, services, or assets involved. We do not act as an agent for either party and we do not provide legal, financial, or tax advice. When we review a dispute, we decide only how the funds or assets held in escrow should be released, refunded, or otherwise handled.

Try to Resolve It First

Before opening a dispute, we encourage both parties to try to resolve the issue directly through Easytradescrow chat. Many problems, such as a late delivery or a misunderstanding about the description, can be sorted out quickly this way. This is not required, but a clear record of good-faith attempts to resolve the issue helps us in our review.

When to Raise a Dispute

You may raise a dispute if:

• The item or service was not delivered, or was delivered late.
• The item or service is not as described.
• There are quality or acceptance issues.
• You disagree about a refund or the release of funds.
• Agreed milestones or conditions have not been met.

Time Limit for Raising a Dispute

A dispute must be raised before the funds are released from escrow, and within 7 days of the delivery date or milestone due date, unless your transaction terms state a different period. Once funds have been released in line with the agreed terms, we cannot reverse the release.

How to Open a Dispute

Go to the escrow details page and choose Dispute. Add a short reason and your evidence. Evidence can include:

• Messages and chat records.
• Files, documents, and contracts.
• Screenshots and photos.
• Links.
• Delivery proof, tracking details, and receipts.

Please give clear, complete, and truthful information. Evidence that is incomplete or unclear may weaken your case.

Funds While a Dispute Is Open

When a dispute is opened, the funds or assets held in escrow stay frozen. We will not release or refund them until the dispute is resolved, unless both parties give us written authorisation or the dispute is withdrawn. Timeframes in the transaction, such as automatic release dates, are paused while the dispute is open.

Review Process

1. We acknowledge the dispute and notify both sides.
2. The other party is invited to respond within 3 business days.
3. We review chat records, files, milestones, delivery logs, and payments.
4. We may ask for more information and set a deadline for it.
5. We make a decision and inform both sides in writing.

If a party does not respond by a deadline, we may make our decision based on the information we already have.

Possible Outcomes

• Release funds to the seller (in full or in part).
• Refund the buyer (in full or in part).
• Cancel the escrow on terms decided by us.
• Hold the funds until a court order, an arbitrator’s decision, or a written agreement signed by both parties is provided.

Timeframes

Most disputes are resolved within 7 to 14 business days after we receive all the information we need. Complex cases, cases involving several parties or international transactions, and cases where information is late or missing may take longer.

Fees

Platform and escrow fees that have already been charged are non-refundable unless we state otherwise. Where our published fee schedule includes a fee for handling disputes, it will be payable as set out in that schedule.

Chargebacks and Payment Reversals

Opening a chargeback, or otherwise reversing a payment made through the Service, while a dispute is open or after a decision has been made may lead to account action. This can include suspension, restriction, or closure of your account, and recovery of any amounts we are owed.

Communication Rules

Keep all communication inside Easytradescrow chat so it counts as valid evidence. We may ignore communication that takes place outside the platform, such as in private messages, emails between the parties, or other apps, because we cannot verify it. Always be respectful. Threats, harassment, and abusive language may lead to account action.

Appeals

You can appeal within 3 business days after the decision by sharing new, clear evidence that was not part of the original review. We will not reconsider a decision based only on disagreement with the outcome. Final decisions after an appeal are binding.

Mediation and Arbitration

We may, at our sole discretion, mediate between the parties to help them reach an agreement. If the dispute cannot be resolved through our process, it may be referred to binding arbitration in accordance with the laws of Australia, as set out in our Terms and Conditions.

Fraud, Illegality, and Legal Holds

We may refuse, suspend, or cancel an escrow transaction, or keep holding funds, if we reasonably believe a transaction involves fraud, illegality, sanctions, or a breach of our Terms and Conditions. We may also be required to hold or release funds in line with a court order, a request from a law enforcement agency, or other legal obligations.

Abuse of This Policy

False claims, evidence tampering, impersonation, repeated unfounded disputes, or other abuse of this policy can result in warnings, loss of fees, account limits, or account closure. We may also report suspected fraud to the relevant authorities.

Your Legal Rights

Nothing in this policy excludes, restricts, or modifies any right or guarantee you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified.

Privacy

Information and evidence you provide during a dispute will be handled in line with our Privacy Policy. We may share it with the other party and with others involved in the dispute where this is necessary to resolve it.

Changes to This Policy

We may update this policy from time to time. We will post the updated version on this page and change the “Last updated” date. If you have an open dispute when the policy changes, we will deal with it under the version that applied when the dispute was opened.

Contact

Questions about this policy or a dispute? Contact us at https://easytradescrow.com/contact.

Please check these points before publishing:

• Contact details: your original policy had an email address (support@escrova.com). I haven’t made up an Easytradescrow email, so I used your contact page as in your other documents. If you have a support email, add it to the Contact section.
• Numbers I added: the 7-day limit for raising a dispute and the 3-business-day response deadline for the other party were not in your original, so confirm they match how your platform works. I kept your 7 to 14 business days and 3-business-day appeal period.
• Fee schedule: the Fees section refers to a dispute fee in your published fee schedule. Remove that sentence if you don’t charge one.
• Legal review: have a lawyer check this policy with your Terms and Conditions, since the arbitration and fund-holding sections are binding on your customers.