Dispute Resolution

Kointent provides a structured dispute resolution process to protect both Advertisers and Creators when a gig engagement does not go as expected.

1. When to Raise a Dispute

Creator did not deliver agreed content
Delivered content materially differs from the brief
Advertiser refuses to release escrow after verified delivery
Either party violated the messaging or anti-circumvention policy
Suspected fraud or impersonation

2. Resolution Process

Step 1 — Raise a Dispute (0–24 hours): Either party may click the "Dispute" button in the gig conversation. Both parties are notified immediately.

Step 2 — Evidence Collection (24–72 hours): Both parties have 48 hours to submit their case, including chat history, deliverables, and any relevant communications.

Step 3 — Admin Review (72–120 hours): A Kointent moderator reviews all evidence and makes a binding decision.

Step 4 — Resolution: Funds are released to the appropriate party. Both parties are notified of the outcome via platform message.

3. Possible Outcomes

Full refund to Advertiser: If Creator failed to deliver or materially breached the brief
Full payment to Creator: If Advertiser's complaint is unfounded and delivery was satisfactory
Partial split: If delivery was partial or both parties share fault
Account action: If either party is found to have acted in bad faith

4. Timeline

Kointent aims to resolve all disputes within 5 business days. Complex cases may take up to 14 business days. You will receive status updates throughout the process.

5. Appeals

Either party may appeal a dispute outcome within 7 days by emailing disputes@kointent.com with new evidence not previously available. Appeals are reviewed by a senior team member.

6. Mediation & Arbitration

For high-value disputes exceeding 500 where Kointent's internal resolution is unsatisfactory, parties may opt for formal mediation under applicable law. Kointent is not responsible for costs incurred in external mediation.

7. Escrow Protection

Advertiser funds are held in escrow until the gig is marked complete and the dispute window (48 hours after delivery) has passed without a dispute. This ensures creators are paid and advertisers are protected.