How disputes work

The review window

When you lock a payment you choose a review window of 3, 7, or 14 days. The window starts when the other party submits proof of delivery.

During the window the payer can approve the release or open a dispute. Both sides see the window and its terms before anything is locked.

Opening a dispute

Either party can open a dispute any time after the payment is locked and before it is released.

Pick a reason (not delivered, incomplete work, not as agreed, damaged, or other), describe the problem, and attach photos or documents if you have them.

Once a dispute is open the funds stay locked in the lockbox. Nobody can move them until the two parties agree.

Step 1 — Work it out (5 business days)

Both parties message each other and can propose an outcome: release in full, refund in full, or a split with exact dollar amounts on each side.

The other party can accept or counter. When both agree, each side signs the matching action from their own wallet.

Either party can withdraw the dispute, which puts the payment back where it was.

Step 2 — Independent mediation

If you cannot agree, take the dispute to an independent mediator or arbitrator, such as the ADR Institute of Canada. PictoSafe can export your full message thread and evidence to share with them.

PictoSafe does not decide disputes and cannot move locked funds. PictoSafe is software only — it never holds your money or your keys.

Possible outcomes

Release — the payee receives the full amount. Refund — the payer gets the full amount back. Split — each side receives the amount you both agreed on.