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.

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.