Dispute Policy — Campaid

Campaid Dispute Policy

Effective 17 August 2026 · Ugig LLC, doing business as Campaid · Birmingham, Alabama

Plain-English Summary

If something goes wrong with a gig, a ticket, or a marketplace item you paid for, you can open a dispute and we hold the money until it is sorted out.

On tickets and marketplace items you have 12 hours after the seller marks the item delivered to confirm you got it or open a dispute. If you do neither, the money is released to the seller automatically.
On gigs, payment is only released when you confirm the work is done. There is no automatic release, so there is no countdown to beat.
Once a dispute is open, the money is frozen. Nobody gets paid until we decide.
Both sides have 24 hours to send evidence. We aim to give you a decision within 2 business days.
The outcome is a full refund, a full payout to the seller, or a split — whichever the evidence supports.
Please use this process before calling your bank. A chargeback filed first suspends your account while we deal with it, even when your complaint is fair.

1. What This Policy Covers

This policy covers disputes between two users about a specific transaction on Campaid — a buyer and a seller, or a hirer and a tasker. It explains when you can open one, what happens to the money, how we decide, and what to do if you disagree with the outcome.

It sits alongside the Refund Policy, which sets out when a refund is due. In short: the Refund Policy says what the right answer is; this policy says how we get to it when the two of you do not agree.

This policy is not about disputes between you and Campaid itself. Section 18 and Section 39 of the Terms of Service are titled "Dispute Resolution" and cover something entirely different — informal negotiation and binding arbitration for a legal claim against the company. If your issue is with another user and a transaction, you are in the right place. If your issue is with Campaid as a business, read those Terms of Service sections instead.

2. When You Can Open a Dispute

2.a Tickets and Marketplace Items

When a seller marks your order as delivered — a ticket code sent, or an item handed over — a 12-hour confirmation window opens. During that window you can confirm you received what you paid for, or open a dispute. This window is the same 12 hours for both tickets and marketplace items.

If you do nothing before the window closes, the funds release to the seller automatically. You can still contact support afterwards, but the money has moved and your options narrow, so open the dispute inside the window if anything is wrong.

2.b Gigs

Gigs work differently and are more forgiving. Money is held from the moment the hirer pays and is only released when the hirer confirms the work is complete. There is no automatic release and no countdown. If the work was not done, or not done to the standard agreed, the hirer opens a dispute instead of confirming.

Taskers are protected here too. A hirer refusing to confirm does not by itself move money away from you — it freezes it, and an administrator looks at the evidence from both sides.

3. What Counts as a Valid Dispute

3.a Gigs

The work was not completed, or not completed to the standard that was agreed.
The tasker did not show up for a confirmed gig.
Property was damaged during the gig.
The amount charged or paid out is wrong.
Either party behaved in a threatening or unsafe way. Safety concerns should also be reported through the report button, which reaches us immediately.

3.b Ticket Counter

The ticket did not work at the venue — the scanner rejected it.
The seller never delivered the ticket or the code.
The ticket was fraudulent, a duplicate, or had been revoked.
The event was cancelled by the promoter and the seller will not refund you.
The seat, section, or event details were materially misrepresented.

3.c Goods Marketplace

The item was never delivered, or the seller did not show up to the agreed meetup.
The item was materially different from the listing — wrong item, wrong size, damaged, or not working.
The goods were counterfeit or stolen.
The seller demanded extra payment off-platform after the purchase.

This is not an exhaustive list. If something went wrong and it is not described above, open the dispute anyway and explain what happened.

4. How to Open a Dispute

Open the gig, ticket, or listing in question and use the dispute option on that page. Disputes are opened from the transaction itself so the record, the messages, and the timestamps travel with it.

You will be asked to say what went wrong in your own words. Be specific and factual: what you expected, what actually happened, and when. That description is the first thing the reviewing administrator reads.

5. What Happens to the Money

Campaid holds the payment for every transaction until it completes normally. Opening a dispute freezes those funds where they are. The seller or tasker is not paid, and you are not refunded, until a decision is made. Nobody can withdraw the money while a dispute is open.

This is the reason the dispute process exists and the reason it is worth using: the money is still in one place, and the outcome can simply direct it.

6. Evidence

When a dispute is opened, both parties are asked to provide evidence within 24 hours. Useful evidence includes:

Screenshots of the in-app message thread between you and the other party.
Photographs of the item, the completed work, or the ticket.
Delivery or handoff confirmation, and anything with a timestamp.
For tickets, a photograph or screenshot of the scanner error or the venue’s response.

We can already see the listing, the agreed price, the in-app message history and the timestamps on both sides, so you do not need to reproduce those. What helps is anything that happened outside the app.

Evidence you upload is visible only to the Campaid administrator reviewing the dispute and to the two parties involved. It is not published and it is not shown to other users.

7. How We Decide, and How Long It Takes

Disputes are reviewed by the Campaid administration team. Both parties are notified as soon as a dispute is opened, so nobody discovers it late.

We aim to give both parties a decision within 2 business days of the dispute being opened. If a dispute is unusually complex, or we are waiting on evidence, we will tell you rather than letting it go quiet.

Decisions are made on the evidence and on the Community Guidelines, not on who complained loudest or first. Every decision is recorded with the administrator who made it, the evidence reviewed, and the reasoning.

8. Possible Outcomes

Full refund to the buyer or hirer. The held funds are returned to the original payment method.
Full payout to the seller or tasker. The dispute is not supported by the evidence and the payment proceeds as normal.
Partial refund. The funds are split where that is the fair answer — for example, a ticket that admitted one person but not their guest.

Both parties are told the outcome and the reason for it, in the app and by email.

9. If You Disagree With the Decision

If you believe a decision was wrong, reply to the decision notice or contact support@campaid.net within 14 days, and say specifically what you think was missed. New evidence, or evidence we did not have when we decided, is the most useful thing you can send.

A different member of the administration team will look at it. We will not simply restate the first answer.

10. Chargebacks

A chargeback is when you ask your bank or card issuer to reverse a payment. Please do not do this before opening a dispute with us.

When a chargeback is filed, control of the money passes to your bank and the Campaid dispute process can no longer resolve it. Your account is suspended for up to 30 days while we respond to your card issuer with the transaction record, the message thread, and the delivery evidence. That happens regardless of whether your underlying complaint was fair.

If the chargeback is found to be a legitimate dispute, no penalty applies and your account is restored. If it is confirmed to be fraudulent — filed after you received what you paid for — the account is permanently banned, a $100.00 fee applies under Terms of Service Section 39, and the matter may be referred for civil action.

Opening a dispute here first is faster, costs you nothing, and keeps your account in good standing while it is reviewed.

11. Account Consequences

Most disputes are honest disagreements and carry no consequence for either party. A dispute decided against you is not a strike.

Patterns are treated differently. Repeatedly opening disputes that the evidence does not support, repeatedly being the subject of upheld disputes, or using the dispute process to avoid paying for work that was done, will lead to a review of the account and may result in suspension under the Community Guidelines.

12. Contact

For anything relating to a dispute, email support@campaid.net, or use the "Contact support about this" option on the transaction itself, which attaches the relevant record automatically.

This policy may be updated as Campaid changes. The version published in the Campaid Legal Center is always the current one.