Dispute Resolution

Resolve issues fairly, with a full record.

Raise a dispute, submit evidence, and track it to a documented outcome. UtsavOS facilitates neutrally — funds held in escrow stay held until your dispute is resolved.

What can you dispute?

Customer ↔ VendorService & delivery quality, scope, no-showMarketplace dispute

Customer ↔ PlannerCoordination, scope, feesMarketplace dispute

Vendor ↔ PlannerSub-contracting, payments, scopeB2B dispute

Vendor ↔ TempleOn-premises services & accessB2B dispute

Family ↔ CommunityMembership, conduct, contentCommunity grievance

Payment disputeCharges, settlement, chargebacksFinance review

Booking disputeDates, availability, confirmationMarketplace dispute

Refund disputeCancellation & refund eligibilityFinance review

Service quality disputeStandard of work deliveredMarketplace dispute

IP complaintCopyright / trademark infringementIP / takedown

Fraud reportScams, impersonation, fake listingsTrust & Safety

Abuse reportHarassment, hate, unsafe contentTrust & Safety

Suspension appealAccount action reviewInternal review

How resolution works

Submission

Raise the dispute with parties, category and a description.

SLA: Instant

Evidence

Both sides upload evidence — files, messages, invoices, photos.

SLA: 3 days

Acknowledgement

A case reference is issued and the counterparty is notified.

SLA: 48 hours

Mediation

Neutral facilitation toward a mutually agreed outcome.

SLA: 7 days

Internal review

If unresolved, escalation to a senior reviewer with full audit history.

SLA: 7 days

Outcome

A documented decision: refund, release, redo, or no action — with reasons.

SLA: On close

Appeal

Either party may appeal once within the appeal window.

SLA: 15 days

Raise a dispute

1Type

2Details

3Evidence

4Review

What is your dispute about?

This will be routed to: Marketplace dispute.

Track your case

Track by reference

Prefer a logged ticket?

Signed-in users can raise a support ticket or grievance that’s tracked end-to-end with a full audit trail.

Disputes raised here are stored on this device for tracking. Signed-in users should escalate to Support so the case is logged centrally with notifications and a formal audit history.

Read the Dispute Resolution Policy Refund & Cancellation Policy