Disputes & Refunds
We provide a fair and transparent system to resolve issues between buyers and sellers.
When to Open a Dispute
Most issues can be resolved by communicating directly with the other party. However, you should open a dispute if:
- The seller is unresponsive or has missed crucial deadlines.
- The delivered work does not match the agreed-upon description.
- The buyer is making unreasonable demands outside the original scope.
The Resolution Process
1
Click "Dispute Order"
Go to your order page and click the dispute button. This will freeze the funds in the smart contract escrow. Neither party can withdraw until resolved.
2
Open a Support Ticket
A support ticket will be automatically created. You must provide evidence (screenshots, chat logs, files) to support your claim.
3
Admin Review
A fam.work admin will review the evidence from both sides. This is a manual process to ensure fairness.
4
Final Decision & Refund
Once a decision is made, the admin will trigger the smart contract to release the funds to the correct party (or split them if applicable).
Refund Policy Notes
- • Transaction fees (gas fees) are non-refundable as they are paid to the blockchain network.
- • Refunds are processed in the original cryptocurrency used for payment.
- • Creating a fraudulent dispute may result in account suspension.