Dispute Resolution
Every booking on Vensho is protected. If something goes wrong, we're here to make it right — fast.
How It Works
File a Dispute — Funds Freeze Instantly
Open a dispute from your booking dashboard during your confirmation window (24 hours after standard events, up to 3 days for larger ones). Every remaining dollar in escrow freezes the moment you file.
Adjust First — Free
Most issues aren’t all-or-nothing. The vendor can propose an adjusted invoice for the part that went wrong; accept it and the difference refunds to you automatically. No fees, no mediator — this settles most disputes in days.
Escalate If Needed
If an adjustment doesn’t fix it, the case escalates to a binding ruling — full refund, partial refund, or payment confirmation, with reasoning shared with both sides. Large-dollar disputes go to a neutral arbitrator, not just Vensho.
What's Covered
Vendor no-show
100% refund guaranteed
Quality issues
Partial or full refund based on severity
Overcharging
Difference refunded + vendor warning
Safety concerns
Immediate investigation + full refund
Late arrival
Prorated refund for time lost
Contract violations
Case-by-case resolution
Escrow Protection
Your payment is held in escrow and released in stages \u2014 half at the mutual check-in when the vendor arrives, the rest only after you confirm delivery (or your confirmation window closes without an issue). This means:
- ✓ A vendor is never paid in full before delivering
- ✓ Disputes freeze the held remainder instantly \u2014 no chasing money after it's gone
- ✓ Refunds come straight out of escrow, not the vendor's goodwill
- ✓ Vendors are protected too \u2014 if a customer goes silent, the remainder auto-releases when the window closes
Time-Bound Guarantees
Dispute filing window
File before your confirmation window closes — 24 hours after standard events, up to 3 days for larger ones. After the window, remaining escrow releases to the vendor.
Funds freeze
The moment a dispute is filed, every remaining dollar in escrow freezes. Nothing moves until resolution.
Invoice adjustment (free)
The vendor can propose an adjusted invoice; if you accept, the difference refunds automatically. This settles most disputes without escalation.
Standard resolution target
Unresolved disputes get a binding ruling within 7 days for standard events.
Large events / major concerns
Bigger events and high-dollar disputes get a deeper review — up to 14 days, with neutral arbitration for the largest cases.
Evidence Standards
Both parties may submit:
All evidence is reviewed by our resolution team. Decisions are based on preponderance of evidence and booking terms.
Have a dispute about a recent booking?
File a DisputeRequires sign-in. You can only dispute bookings made through Vensho.