If a customer has an issue with your service, they may file a dispute within 4 days of service completion.
How you're notified
You'll see a dashboard notification and the booking status changes to "Disputed". An amber info banner on the booking details shows when the dispute was filed and the reason given.
Payout goes on hold
When a dispute is filed, any pending payout for that booking is automatically placed on hold. It won't process until the dispute resolves. Your other payouts aren't affected.
The process
Kipgo reviews the dispute, examining the booking details, your listing snapshot from when the booking was made, and evidence from both sides. You will be contacted to provide your perspective or documentation.
Possible outcomes
If resolved in your favour, the status changes to "Completed" and your payout releases in the next cycle. If resolved in the customer's favour, they receive a refund (full or partial) and your payout is cancelled or reduced accordingly.
Responding to disputes
If contacted, respond promptly and professionally. Provide evidence like photos, messages, or records. Reference what your listing promised versus what you delivered.