Dispute Resolution

A dispute happens when a buyer and builder disagree about a refund request. This process applies after the initial 5-day builder response window (described in the Refund Policy) has passed without resolution.

Brash's role

Brash is a neutral mediator. We don't automatically side with buyers or builders. Our job is to read the evidence on both sides and make a fair decision. Brash's decision is final. We are not a legal tribunal — if a party believes they have a legal claim, they must pursue that outside the platform.

The process

Step 1 — Buyer submits a dispute

If the builder did not resolve the refund request within 5 business days, the buyer can escalate to a Brash dispute through My Purchases. The "Escalate to Brash" option becomes available after the builder response window closes.

The buyer's submission should include: what they expected the agent to do, what actually happened, evidence (error logs, screenshots, deployment steps), and whether the builder responded.

Step 2 — Builder is notified

Brash notifies the builder that a dispute has been opened. The builder has 5 business days to submit their response. If the builder does not respond within 5 business days, Brash decides based on the buyer's evidence alone. A pattern of non-response is noted in the builder's account.

Step 3 — Brash reviews

Brash reviews both submissions. We look at: what the listing says the agent does, what evidence the buyer provided showing it doesn't, and what the builder says. We do not re-run or test the agent ourselves. Brash issues a decision within 5 business days of the builder's response deadline.

Step 4 — Decision

If refund is granted: buyer receives a full refund (3–7 business days), download access is revoked, builder's payout for the transaction is reversed.

If refund is denied: buyer retains access to the agent, no payment is returned, buyer receives an explanation of the decision.

Appeals

Each party gets one appeal per dispute, submitted within 7 days of the decision. An appeal is only considered if:

• New evidence is presented that wasn't available during the original review
• There is a clear factual error in the decision (e.g., Brash reviewed the wrong listing)

To appeal: email support@bebrash.co with subject line "Dispute Appeal — [order number]" and include the new evidence or factual error. Brash's decision on appeal is final.

Timeframes

Maximum total time from dispute submission to final decision (including appeal): approximately 25 business days.

Patterns and consequences

Buyers with a high rate of disputes relative to purchases may have future refund requests reviewed with additional scrutiny.

Builders with disputes resolved in buyers' favor at a rate above 20% of their total sales will be contacted by Brash to address quality issues. Persistent problems may result in listing suspension or account review.

Questions: support@bebrash.co