Effective Date: August 25, 2026 · Last Updated: August 25, 2026

Dispute Resolution & Refund Policy

Pactly provides a structured dispute resolution process for transactions conducted through the platform. This policy explains how disputes are opened, reviewed, and resolved, and how refunds work.

1. Overview

Pactly provides a structured dispute resolution process for transactions conducted through the Platform. This policy explains how to open a dispute, how evidence is handled, what outcomes are possible, and how refunds work.

Disputes are decided by Pactly administrators based on the evidence available within the Platform. Resolution decisions are intended to be final within the Platform, subject to Payment Provider policies, card network rules, and applicable law.

2. Opening a Dispute

Either party may open a dispute if:

•Services or goods were not delivered

•Deliverables materially differ from the agreed terms

•Payment was not properly completed

•Fraud or misrepresentation is suspected

Dispute Eligibility Windows

Disputes should be submitted within the applicable transaction review period shown in the deal. Outside of that window, users may still submit a dispute, but Pactly may limit remedies if the delay affects evidence quality or Payment Provider timelines.

To open a dispute, use the dispute action within the transaction. Provide a clear description and attach any supporting files.

3. Evidence Review

Either party may submit:

•Messages and chat logs

•Files and uploaded documents

•Screenshots

•Delivery proof and milestone notes

•Transaction history

•Capture metadata (where available) for verified photos

Pactly administrators may review all available evidence, including device, verification, and audit data, when issuing a resolution.

Evidence Standards

•Evidence with Verified Capture metadata receives higher trust weighting

•Reference-only media is not weighed as formal evidence

•Pactly may request additional information from either party before deciding

•Falsified or misleading evidence may result in immediate adverse decisions and account action

4. Evidence Handling and Retention

Dispute evidence is retained as part of the transaction record for at least seven (7) years to support audits, legal compliance, and future reviews.

Evidence is stored with tamper-evident hashes where applicable. We do not delete dispute evidence on request when retention is required for legal or audit obligations, but we may restrict access once a dispute and its retention period conclude.

5. Resolution Outcomes

Possible outcomes include:

•Release of funds to the payee

•Partial release between parties

•Refund to the payer

•Transaction cancellation

Outcomes are based on available evidence, the agreed terms, and Platform policies. Pactly does not guarantee a particular outcome for either party.

6. Chargebacks

Users agree not to initiate fraudulent or abusive chargebacks.

Pactly reserves the right to:

•Contest chargebacks with evidence from the transaction record

•Suspend accounts involved in abusive chargeback activity

•Recover losses associated with fraudulent chargeback activity, including from future payouts

•Report coordinated chargeback abuse to Payment Providers and authorities

7. Refunds

Refund eligibility depends on:

•Transaction status and timing

•Evidence submitted by both parties

•Completion and milestone history

•Platform review findings

•Payment Provider and card network rules

Platform Fees

Fees paid to Pactly for the use of the Platform are generally non-refundable once a transaction is created and processing begins, except where a refund is required by applicable law.

Transaction Refunds

Where Pactly determines that a refund of transaction funds is appropriate, the refund will be processed back to the original payment method via the Payment Provider. Timing is subject to the Payment Provider's own processing rules.

Funds held outside the Platform (external payments such as Zelle, Venmo, Cash App, or cash) cannot be refunded by Pactly. For those transactions, Pactly's role is limited to documenting the agreed evidence.

8. Fraud and Abuse

Dispute abuse, including opening false disputes, submitting misleading evidence, or coordinating chargebacks, is prohibited.

Consequences may include:

•Immediate adverse resolution

•Account suspension or termination

•Forfeiture of disputed and pending amounts

•Reporting to Payment Providers, card networks, and authorities

9. Contact

For dispute questions:

support@pactlysecure.com