Disputes & Refunds Policy

On this page

Start by talking on Bildfie
Opening a dispute
How we decide
When refunds are given
Misusing disputes
Complaints about Bildfie

Sometimes a deal goes wrong. This policy explains how to raise a problem, how Bildfie decides disputes about money held in escrow, and when refunds are given. It applies to projects, quick jobs, marketplace and shop orders, property payments, digital products and courses.

1.Start by talking on Bildfie

In shortMost problems are solved by a clear message. Keep it on Bildfie so there is a record.

Message the other member on Bildfie and explain the problem and what would fix it. Messages on Bildfie are part of the record we use if you later open a dispute. Messages, calls or payments outside Bildfie cannot be taken into account.

2.Opening a dispute

In shortOpen a dispute from the project, order or payment within 7 days of the problem. The money stays held while we look.

Use the "Open a dispute" or "Report a problem" button on the project workspace, order or wallet entry, within 7 days of the step you disagree with.
Say what went wrong, what you want (for example, a partial refund) and add photos, files or messages that show it.
Money in escrow for that step stays held until the dispute is decided.
For protected items such as phones and vehicles, report robbery or a scam within 30 minutes of handover, while the payment is clearing (Selling & Marketplace Policy).

3.How we decide

In shortBoth sides are heard. We decide on the evidence on Bildfie and can release, refund or split the money.

Both members are told and can give their side and evidence, usually within 3 days.
Our disputes team looks at the agreement, the phases or order details, messages, files and delivery records on Bildfie.
We decide whether to release the money to the receiver, refund the payer, or split it. We explain the decision to both sides.

Our decision settles where the escrowed money goes. It does not stop either member from going to court about their own agreement.

4.When refunds are given

In shortRefunds go back to your wallet. Each kind of deal has its own rules.

Deal	Refund rules
Project phase	You can take back a funded phase until it is marked finished. After that, by agreement or by a dispute decision.
Marketplace or shop order	If the item does not arrive, is not as described, or the seller cancels. Change-of-mind returns only if the seller offers them.
Course	Within 7 days of buying, if less than 33% of the course has been used.
Session with a teacher	Refunded automatically if the teacher did not join; otherwise under the cancellation rules shown when booking.
Digital product	If it does not work as described and the seller cannot fix it.
Property deposit	Under the agreement for that property; a security deposit is returned at the end of the tenancy less agreed deductions.

Refunds go back to your Bildfie wallet, from where you can spend or withdraw them. Commission is not charged on money refunded.

5.Misusing disputes

In shortFalse disputes and false reports are a breach of our rules.

Opening disputes you know are false, reporting a robbery that did not happen, or threatening a bad review to get a refund breaks our Community Standards and may lead to the account being limited or closed.

6.Complaints about Bildfie

In shortIf you are unhappy with how we handled something, tell us.

Contact support@bildfie.com with "Complaint" in the subject. A senior member of staff will review it and reply within 30 days. You may also contact the consumer-protection or data-protection authority where you live.

Versions of this document

14 October 2026First published.

Questions about this document? Contact support or see all Terms & Policies.