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Dispute Resolution

Last updated: May 19, 2026

Our Commitment

At BlueTika, we strive for fair outcomes for both clients and service providers. Our dispute resolution process is designed to be transparent, timely, and fair.

Messaging Requirement

Before raising a formal dispute, you must attempt to resolve the issue through the platform's internal messaging system. This ensures both parties have a chance to address concerns directly and provides a record of communication for dispute resolution.

Exception: If there is an urgent safety concern or the provider is unresponsive, you may raise a dispute immediately.

When to Raise a Dispute

You may raise a dispute if:

  • The service was not completed as agreed
  • The quality of work is unsatisfactory
  • The provider did not show up for the scheduled work
  • There was damage to property during the service
  • The final price differs significantly from the agreed bid

Dispute Timeline

Client Review Window

24 hours after the service provider submits "After" photos, you have 24 hours to review and raise any concerns.

Provider Response Time

48 hours to respond to any dispute or cancellation request.

Escrow Auto-Release

48 hours after both parties submit reviews, funds are automatically released to the provider. This provides a final window for dispute resolution.

How to Raise a Dispute

  1. 1

    Review the Work

    Check the before/after photos and compare against the agreed scope of work.

  2. 2

    Contact the Provider

    Try to resolve the issue directly with the service provider first.

  3. 3

    Submit Dispute

    If unresolved, submit a formal dispute through your contract page with evidence.

  4. 4

    Admin Review

    Our team reviews all evidence and makes a fair determination within 2 business days.

Required Evidence

To help us make a fair decision, please provide:

  • Photos of the work (before and after)
  • Communication history with the provider
  • Any relevant documentation
  • Clear description of the issue

Possible Outcomes

Full Refund

If the service was not provided or severely substandard.

Partial Refund

If some work was completed but issues remain.

Fund Release to Provider

If the work was completed satisfactorily.

Request for Additional Work

If minor corrections are needed.

Escrow Impact

Our escrow system affects how disputes are handled:

  • During Review: Funds are held securely until both parties submit reviews
  • Dispute Window: If a dispute is raised, funds remain in escrow until resolution
  • Auto-Release: After reviews are submitted, funds are held for 48 hours before automatic release, providing a final window for dispute resolution
  • Outcomes: Resolved disputes may result in full/partial refunds or fund release to the provider

Important Notes

  • Platform fees are non-refundable
  • Admin decisions are final and binding
  • You will be notified of the outcome via email and platform notification
  • If you disagree with the outcome, you may pursue the matter in the Disputes Tribunal

Consumer Guarantees Act

Under the New Zealand Consumer Guarantees Act 1993, services must be provided with reasonable care and skill, be fit for purpose, and be completed within a reasonable time. These guarantees apply to all contracts formed through our platform.

If you believe your rights under the CGA have been breached, our dispute resolution process can help address your concerns.

Contact Us

For questions about dispute resolution: