Dispute Resolution Policy

1. Overview

This Dispute Resolution Policy explains how Pagawa handles disagreements between a Requester and an Expert about an order. It works alongside, and does not replace, Section 9 of the Terms and Conditions.

A dispute keeps the order's held payment with PayMongo, unreleased to either party, until Pagawa reaches a decision.

2. How to Open a Dispute

Either the Requester or the Expert on an order can open a dispute instead of, or after, the Requester confirms completion — a dispute can only be raised by a participant in that specific order, not by an outside party.

Opening a dispute pauses the normal completion flow: the Expert's payout is not released and the Requester's payment is not automatically refunded while the dispute is under review.

3. Evidence We Consider

• Messages exchanged between the Requester and Expert through Pagawa's messaging tools.
• Photos, documents, or other files either party submits describing the work or its condition.
• The original Task or Service listing details, offer terms, and order timeline.
• Any prior verification status or badge information relevant to the Expert.

4. How Pagawa Decides

Pagawa reviews the evidence submitted by both sides and makes a decision at its reasonable discretion, based on what the evidence supports rather than the say-so of either party alone.

Pagawa aims to review and resolve disputes promptly, but complex cases involving conflicting evidence may take longer to review properly.

5. Possible Outcomes

• Release to the Expert — if the evidence supports that the work was completed as agreed, the held amount is released to the Expert, minus the applicable service fee.
• Refund to the Requester — if the evidence supports that the work was not delivered or not delivered as agreed, the held amount is refunded to the Requester under the Refund Policy.
• Split settlement — if the evidence supports partial completion or shared responsibility, Pagawa may divide the held amount between release and refund.

6. Other Remedies

Users are encouraged to try resolving disagreements directly before or during a dispute. Nothing in this policy prevents either party from pursuing other legal remedies available to them under Philippine law.