Refunds & Disputes
Your money is protected by escrow from the moment you pay. Here is how it all works.
How Escrow Protects You
Every payment on ROKPilots goes through escrow. Your funds are never sent directly to a pilot until the work is confirmed.
Payment is Collected
When you book a pilot and complete payment via PayPal, your funds are not sent directly to the pilot. Instead, they are held securely in the Platform's escrow system.
Pilot Performs the Work
The pilot carries out the agreed-upon work on your account. During this time, your payment remains safely in escrow.
Buyer Confirms Completion
Once the work is done, you review the results and confirm completion through your dashboard. Upon confirmation, the funds are released to the pilot.
48-Hour Auto-Release
If you do not confirm completion or file a dispute within 48 hours of the booking being marked as complete, the payment is automatically released to the pilot. This timer protects pilots from indefinite payment holds.
The 48-Hour Rule
After a pilot marks a booking as complete, you have exactly 48 hours to either confirm the work or file a dispute. If neither action is taken, the payment is automatically released to the pilot. This timer exists to ensure pilots receive timely payment for completed work while still giving buyers reasonable time to review.
Filing a Dispute
If something goes wrong with a booking, the dispute process is designed to be fair to both parties.
File a Dispute
Navigate to the booking in your dashboard and click "File Dispute." Provide a clear description of the issue and attach evidence such as screenshots, before/after comparisons, or chat logs.
Other Party Responds
The other party (buyer or pilot) is notified and given the opportunity to respond with their own evidence and perspective. Both sides have 48 hours to submit their response.
Admin Review
A Platform admin reviews all submitted evidence from both parties. The admin may request additional information if needed.
Resolution
The admin issues a final decision. This is binding and cannot be appealed. Both parties are notified of the outcome and funds are distributed accordingly.
What Counts as Evidence?
- Screenshots of game account before and after the booking
- Chat logs or messages between buyer and pilot
- Screen recordings showing work (or lack of work) performed
- Any other relevant documentation
Claims submitted without supporting evidence are significantly harder to resolve and may be decided in favor of the other party.
Possible Outcomes
When a dispute is resolved, the admin may choose one of the following outcomes:
Full Refund
100% of the payment is returned to the buyer. Typically issued when the pilot failed to deliver or the work was clearly inadequate.
Partial Refund
A percentage is returned to the buyer and the rest is released to the pilot. Used when work was partially completed or quality was mixed.
Release to Pilot
Full payment is released to the pilot. Issued when the admin determines the work was completed as agreed and the dispute is unfounded.
Common Scenarios
Here is what happens in the most common situations.
Pilot completes work successfully
Buyer confirms completion. Full payment is released to the pilot.
Buyer does not respond within 48 hours
The 48-hour auto-release timer expires. Payment is automatically released to the pilot. No action required from either party.
Pilot does not show up or start work
The buyer can file a dispute immediately or wait for the 48-hour auto-refund. If the pilot never begins work and fails to respond, a full refund is issued to the buyer.
Work is partially completed or unsatisfactory
The buyer files a dispute with evidence. An admin reviews and may issue a partial refund (e.g., 50% back to buyer, 50% to pilot) based on the portion of work completed.
Buyer cancels before work begins
Full refund is issued to the buyer. The pilot's completion streak is not affected by buyer-initiated cancellations.
Pilot declines or cancels the booking
Full refund is issued to the buyer. The pilot's completion streak resets. Repeated cancellations by a pilot may affect their standing on the platform.
Timeframes
| Action | Timeframe |
|---|---|
| Buyer confirmation after work marked complete | 48 hours |
| Auto-release if no buyer action | 48 hours |
| Dispute response window (each party) | 48 hours |
| Admin dispute resolution | 1 - 5 business days |
| PayPal payout after fund release | 1 - 3 business days |
| Refund to buyer after approval | 3 - 5 business days |
Need help with a booking? Visit your dashboard to manage bookings and disputes, or contact support.