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Dispute & Refund Policy

Version 2.1 · Effective 1 Jan 2026
⏰
7 days from completion
Dispute Window
Disputes must be raised within 7 days of service completion or delivery
🔒
72 hours
Escrow Hold
Funds held for 72 hours after completion — auto-released unless dispute raised
⚖️
5 business days
Resolution Time
Resolution Officers target 5 business days for a final decision

Dispute Resolution Timeline

Day 0Dispute Raised

Finder or Professional submits dispute with reason and evidence via the platform.

Day 1Acknowledgement

DALIL confirms receipt and case reference number. Escrow funds are frozen.

Days 1–3Evidence Collection

Both parties upload supporting documents, communications, and recordings within 72 hours.

Days 3–5Review

DALIL Resolution Officer reviews all evidence. May request additional information.

Day 5Decision

Resolution Officer issues a written decision with outcome and rationale.

Days 5–7Funds Released

Escrow funds released according to the decision: full/partial to Professional or full/partial refund to Finder.

Possible Resolutions

Full Release
Service delivered as agreed. Full payment released to Professional.
→ Professional
Partial Release
Partial service delivered. Payment split proportionally.
→ Both
Full Refund
Service not delivered or materially deficient. Full refund to Finder.
→ Finder
Partial Refund
Some service delivered but with significant issues. Partial refund.
→ Both
Account Action
Serious misconduct identified. Account suspension and regulatory referral.
→ Platform

Eligible for Full Refund

  • ✓Professional did not attend scheduled session
  • ✓Professional failed to deliver agreed service within agreed timeline
  • ✓Service materially different from proposal/description
  • ✓Professional engaged in conduct breach (off-platform solicitation, fraud)

Eligible for Partial Refund

  • ✓Service partially delivered and partially deficient
  • ✓Delay beyond 48 hours without notice
  • ✓Scope reduced without agreed price adjustment

Not Eligible for Refund

  • ✗Finder changed their mind after service was delivered
  • ✗Legal outcome was unfavourable (legal outcomes are not guaranteed)
  • ✗Finder failed to cooperate or provide required documents
  • ✗Dispute raised after 7-day window has closed

DALIL's dispute resolution is an internal platform mechanism. It does not constitute arbitration, legal advice, or a binding legal judgment. Parties retain full rights to pursue external legal remedies under UAE law regardless of the platform's internal decision.