Dispute policy

When a dispute can be raised

Either party may raise a dispute from acceptance until 7 days after the measurement window closes. Escrow freezes the moment one is opened: nothing releases to the creator and nothing refunds to the brand while it is open.

Grounds

A brand may dispute where:

• Deliverables were not published, or were published after the deadline.
• Content materially departs from the approved submission.
• The required disclosure or tracked link was omitted.
• Content was removed before the minimum duration elapsed.
• There is evidence of artificial engagement.

A creator may dispute where:

• Approval was withheld unreasonably, or revisions were requested beyond the agreed limit.
• The brief changed materially after acceptance.
• A placement was rejected despite meeting the stated requirements.
• Content was used outside the granted usage rights.

Evidence

Both parties have 72 hours to submit evidence. Everything already recorded in the deal (the brief, the approved submission, the placement metrics, the click data, and the full deal room conversation) is available to the reviewer without either side having to produce it. That is much of the reason the deal room exists.

How it is decided

The reviewer determines what was delivered against what was agreed and splits the escrowed amount accordingly. Outcomes are proportional rather than binary: a creator who published one of two agreed Reels, on time and correctly tagged, has earned something for it. A dispute in which one side receives everything is possible but is not the default.

Controls on us

A resolution above ₦500,000 (or the equivalent threshold in the deal currency) requires two separate administrators to approve, and the second cannot be the first. Every resolution records the split, the reasoning, and both approvers, and that record is visible to both parties. No ledger adjustment can be made by one person acting alone.

Timing

Most disputes are resolved within 5 business days of the evidence window closing. Complex cases (typically those involving suspected artificial engagement) can take longer, and we will tell you when that is the case rather than leaving the deal silent.

After a resolution

Funds move immediately once approved, and both parties receive a breakdown of the split. The resolution is final within PactReach. It does not affect any right either party has to pursue the matter outside the platform.