What happens if a dispute is opened?

If you and the other party can't agree on a job (e.g. quality, missing items, or payment), either side can open a dispute in Bond Back. Here's what happens next.

When a dispute is opened

• Either the lister or the cleaner can open a dispute from the job page (e.g. "Open dispute" or "Report an issue").
• You'll be asked to describe the issue and, if possible, attach evidence (photos, messages). Be clear and factual.
• The other party is notified and can respond with their side and evidence.
• Funds remain in escrow until the dispute is resolved — no one is paid out until Bond Back (or the process) decides the outcome.

How disputes are resolved

• Bond Back support (or a designated team) reviews the job details, messages, and before/after photos to understand what was agreed and what was done.
• Resolution can be:
  • Full release to cleaner — If the work was completed to standard, funds (minus fee) are released to the cleaner.
  • Full refund to lister — If the work was not done or not as agreed, the lister may get a refund.
  • Partial split — In some cases, a partial release to the cleaner and partial refund to the lister.
• You may be asked for more information or to try to agree between yourselves first. Responding quickly helps resolve things faster.

What you should do

• Stay calm and professional — Stick to facts and evidence (photos, messages, listing description).
• Respond in time — Reply to any request for information from Bond Back so your side is considered.
• Australian bond context — If the dispute is about "bond standard," refer to the listing description, any checklist, and your before/after photos to show what was agreed and what was delivered.