Disputes

A dispute is opened by the buyer of that purchase, and only while the money is still in escrow: within 24 hours of the payment. Nobody else can open it, not the seller, not Bernuvia, not a third party on your behalf. Opening it freezes the payment in the contract: it is neither released to the seller nor returned to you until the case closes.

• Who: only the buyer of that order.
• When: while the payment is still in escrow, that is, before the automatic release (24 hours from the payment).
• What it freezes: the release of that order, even if the deadline passes while the case is reviewed.
• What does not justify it: an install question or a feature the listing never promised. Write to the seller first.

A case is settled with what can be checked, not with who insists more. Everything both sides contribute lives in the case thread and is read in full before any decision.

• The written reason you gave when opening: what you expected and what you got, one sentence each.
• Screenshots of the error or of what is missing.
• The messages you already exchanged with the seller.
• The part of the listing that was not met.
• If the project does not start, the full error log.

From the moment you open the dispute, the contract allows 30 days to settle it. That is a deadline written into the code, not an estimate. The committee can extend it once only, by another 30 days, and only before it expires.

• Dispute window: 24 hours from the payment. That is the only moment it can be opened.
• Resolution deadline: 30 days from the opening of that dispute.
• Extension: one only, of 30 days, decided by the committee before expiry.
• Committee commitment: decide in under 20 days from the opening.
• Safe window: in the last 48 hours before expiry no resolution is prepared or executed.

The dispute committee reads both versions, the evidence and the order history, and proposes a concrete split of the money already in escrow, with the reason in writing. It decides nothing beyond that: it cannot move the money to a third destination or shift the deadlines at will.

• It decides a split, not a prize: what is shared out is what that order holds.
• Each position is recorded with its author and its reason.
• With no evidence from one side, the decision is made on whatever the file holds.
• Meanwhile, the money stays frozen in the contract.

There are only three outcomes, and all three share out the same money that was already in escrow. The resolution is signed and executed in the contract, and leaves a public transaction you can check yourself in the explorer. If the outcome is a full refund, whether decided by the committee or closed at expiry, you get all your money back and the download of that template is blocked.

The money cannot stay frozen forever. If the deadline expires with no resolution, the way out is in the contract itself and needs no permission from Bernuvia.

1. 1Once the 30 days expire with no resolution, the buyer can close the dispute from the contract and the amount returns to them in full, with no fee.
2. 2During the following 30 days of grace that closure is still theirs alone.
3. 3After the grace, anyone can execute that same closure, with the same split: everything to the buyer and no fee.

If the seller fixes the problem or you reach an agreement, the dispute is withdrawn and the purchase goes back to its normal course, with whatever release time was left.

• Only the buyer withdraws it, the same person who opened it; the seller has no such option.
• The case thread closes and the seller is notified.
• You can open it again while the original deadline is still alive, and the screen tells you how many reopenings you have left.