Dispute Resolution
When things don't go as planned, Gotong's trust team is here to help resolve issues fairly.
1. Open a dispute
If work is incomplete, below standard, or otherwise unsatisfactory, the buyer can open a dispute from the contract detail page. Provide a clear reason and any supporting evidence.
2. Provider responds
The provider receives a notification and has the opportunity to respond with their perspective and evidence within 72 hours.
3. Gotong reviews
Our trust team reviews both sides of the dispute impartially — including all communication history, milestone submissions, and evidence provided.
4. Resolution
Gotong issues a resolution: full or partial refund to the buyer, full or partial release to the provider, or a negotiated split. The escrow funds are instructed to move accordingly via Stripe Connect (SG marketplace).
Preventing disputes
Most disputes are avoided when project requirements are clearly written, milestones have explicit acceptance criteria, and both parties communicate openly via the Gotong messaging system. Gotong recommends using the built-in messaging to document all agreements before work begins.