Dispute Resolution Policy

Last updated: June 2026 (rev 1.0)

1. Quick Summary — How Disputes Work

This Policy explains, in plain language, what happens when something goes wrong with an Order — and how TerzyApp helps you and the Seller reach a fair outcome. TerzyApp is a marketplace that connects you with independent tailors and fabric sellers; we are not the seller. The sale contract is between you and the Seller, and any refund, remake, or alteration is owed and funded by that Seller. Our job is to hold your payment safely while your Order is fulfilled, to administer a neutral review when a problem is reported, and to decide fairly on the evidence. Read this short summary first; the rest of the Policy gives the detail. This Policy forms part of, and should be read with, our Terms of Service (Section 9) and our Returns & Refunds Policy.

You are protected when your item is not delivered, arrives damaged, is empty or the wrong item, or is materially different from your confirmed Order — these protections, and your statutory rights, always apply.
The journey is simple: report the problem in the in-app chat, share clear evidence, we review both sides, and we reach an outcome.
We weigh the available evidence on the balance of probabilities — we do not need absolute proof to act fairly.
Our decision is final within the Platform, but it never limits your legal rights, your right to a chargeback, or your right to go to court.
We ask you to report any visible problem within 48 hours of delivery. That is a reporting fast-track, not a payment-release timer, and never a deadline after which you lose your rights.
The detailed step-by-step claim flow lives in our Returns & Refunds Policy (Section 7 onwards) and Terms of Service Section 9. This Policy explains the principles behind that flow; it does not replace it.

2. TerzyApp's Role — We Administer, We Don't Sell

Terzyapp UK Ltd operates the marketplace technology that connects you with independent Tailor Stores and Fabric Managers (each a "Seller"). As set out in Terms of Service Section 3, the contract of sale for every Order is formed directly between you and the Seller — TerzyApp is not the manufacturer, seller, or supplier, and does not become a party to that contract. When a dispute arises, this is what we do and what we deliberately do not do, so you know exactly what to expect from us.

We provide the tools: order records, secure payment and escrow flow (via Stripe Connect), in-app messaging, evidence upload, and a neutral dispute-review process.
We hold payment in line with Section 3 below, and we administer the outcome ourselves by instructing Stripe to release, refund, or adjust funds — a release is carried out by a member of the TerzyApp team, not by an automatic timer.
We review the available evidence and reach a fair decision, drawing on order records, both parties' evidence, courier data, payment data, account history, and risk signals.
We require Sellers to keep and provide evidence of production, packing, and shipping; where a Seller cannot support their side, we can decide in your favour.
We do not physically inspect every parcel before it ships (unless a separate inspection service is offered and shown on the listing).
We do not control couriers, customs authorities, or other third-party logistics, and we are not the obligor on a refund — the Seller funds it, while we administer the release.

3. Payment Hold, Escrow & Reporting an Issue

Your payment is held safely after checkout and is not paid out while your Order is being made and delivered. This is how escrow protects you: the Seller is paid only after you have had a fair chance to check what you received. After delivery is confirmed, the payment becomes eligible for release to the Seller once a review period has passed, and it is then released only after a TerzyApp review — never automatically. Where you have reported a problem, the funds stay held while we look into it. The timings and the full mechanics are set out in our Payment Protection Policy.

We ask you to report any visible problem within 48 hours of delivery. Reporting quickly is the fastest route to a resolution and lets us keep your payment held while we review — it is not the moment your payment is released, and it does not shorten your rights.
Reporting later does NOT cancel your protections. We may still review a later claim where the law requires it, or where there is strong evidence of a hidden defect, fraud, courier failure, or a serious production error.
Your mandatory legal rights cannot be excluded by this window or by anything in this Policy. Under the Consumer Rights Act 2015 you keep the short-term right to reject faulty goods (normally within 30 days), the reversed burden of proof in the first six months, and the long-stop limitation period — none of which the reporting window affects. See Section 9 below and Returns & Refunds Policy Section 7.
Possible payment outcomes include: full release to the Seller; full refund to you; a partial refund; a hold for alteration or remake; payment to the Seller plus separate goodwill to you; a courier insurance claim; platform credit or a goodwill voucher; or rejection of an unsupported claim.

4. Step 1 — Report the Problem

Your first step is always the in-app chat with the Seller. Open the Order, describe the issue clearly, and attach your evidence. Most problems are resolved quickly and amicably at this stage, directly between you and the Seller, without any formal review. If you and the Seller cannot resolve it between you, contact TerzyApp Support from the Order and we will step in, review what both of you provide, and decide on the balance of the evidence. We do not duplicate that step-by-step flow here — it is set out in full in our Returns & Refunds Policy (Sections 7 and 8) and Terms of Service Section 9. This Policy explains how we then review what you report.

Report visible problems — non-delivery, damage, wrong item, empty or partial parcel, or an item materially not as described — as soon as you reasonably can after delivery. Prompt reporting strengthens your claim; late reporting does not, by itself, end your rights.
For empty-parcel, wrong-item, or unrelated-object claims, share your evidence as soon as possible after delivery — timing matters most in these categories (see Section 7).
Keep the item, its packaging, and the shipping label until the review is complete, and do not wear, wash, alter, repair, or modify the item before review unless we give you written approval in the chat (see Section 8).
Asking TerzyApp to step in is free and never removes your right to a chargeback, an Alternative Dispute Resolution provider, or a court (see Section 11).

5. Step 2 — Share Your Evidence

Evidence is what lets us decide fairly and quickly. You do not need professional photos or every item on this list — share what is relevant and available to you. The more clearly your evidence shows the problem, the stronger and faster your claim. Sellers are separately required to keep and provide their own production, packing, and shipping evidence, so a fair review usually compares both sides.

A clear description of the issue.
Photos of the outer package and the shipping label.
Photos or video of any package damage, and an unboxing video where you have one (especially helpful for high-value Orders).
Photos or video of the item you received, and photos comparing it with your confirmed Order.
Fit photos or video, and measurement photos, where the dispute is about fit or sizing (see Section 8 of our Returns & Refunds Policy and Section 8 below).
Courier delivery evidence and any tracking screenshots.
Any additional information we reasonably request during the review.
What weakens a claim: a delayed report, missing packaging or label, edited or manipulated media, inconsistent statements, or a lack of any supporting evidence. Submitting false claims or manipulated evidence is prohibited under our Acceptable Use Policy (Sections 4 and 13) and can lead to claim rejection and account action.

6. Step 3 — How We Review & the Dispute Categories

Once a dispute is escalated, we review it neutrally. Different kinds of problem need different evidence and lead to different outcomes, so we assess your claim against the category it falls into. We look at the order records, your evidence, the Seller's evidence, courier data, the timing of the claim, account history, communications, risk signals, and any legal requirements. We may ask either side for more information before deciding.

Delivery & courier issues: item not delivered; marked delivered but not received; lost in transit; damaged in transit; courier tampering suspected.
Parcel-integrity issues: empty package; partial or missing contents; wrong item; an unrelated object — these receive enhanced review (see Section 7).
Conformity issues: materially not as described; wrong fabric; wrong garment; missing or wrong customisation; a verified production defect.
Fit & measurement issues: assessed separately, because not every fit concern qualifies for a refund (see Section 8).
Timing issues: late shipment or excessive, unexplained delay.
Integrity flags: suspected buyer abuse, suspected Seller misconduct, or suspected courier tampering — these may trigger additional checks before any outcome.
Minor, expected variation is not a defect. Reasonable colour variation from screen settings, and handmade tolerances on custom garments, are addressed in our Returns & Refunds Policy Section 13 and Terms of Service Section 24, not here.

7. Enhanced Review — Wrong Item, Empty Parcel, or Unrelated Object

Claims that a parcel arrived empty, contained the wrong item, or contained an unrelated object are the most sensitive to get right — for honest buyers and honest Sellers alike. We therefore apply an enhanced review and weigh several signals together, rather than relying on any single fact. This is why prompt reporting and good unboxing evidence matter most in these categories.

We weigh: your unboxing evidence; package and label photos; the time between delivery and your claim; the Seller's final-product, packing, and shipping evidence; the courier's records; signs of tampering or damage; and the dispute history of both parties.
If the Seller's evidence and the courier's records support correct delivery, and you do not have strong contrary evidence, we may reject the claim or offer limited goodwill.
If your evidence is strong, or the Seller's evidence is weak, missing, or inconsistent, we may order a refund, remake, or replacement and take action against the Seller.
Where the signals point to courier tampering or loss, we may open a courier investigation or pursue a courier insurance claim, protect the Seller, and refund you in line with the evidence.
Recording a short unboxing video for high-value Orders is the single most effective way to protect yourself in this category. It is a recommendation, not a requirement, and not recording one does not remove your rights.

8. Fit & Measurement Disputes — Alteration-First

Fit and sizing disputes are handled differently from delivery or conformity disputes. A custom garment is made to the measurements and choices confirmed at checkout, so not every fit concern qualifies for a refund — but you remain protected where the Seller made a genuine production error. Where an item is generally correct but needs adjustment, we prioritise alteration over an immediate refund, because for a bespoke garment a good alteration usually restores exactly what you ordered.

We review: your AI body-scan data or manual measurements; the profile selected; the garment type and your confirmed fit preference and customisation; the Seller's production notes; the finished garment's measurements; your fit photos or video; the expected tolerance range; and whether the supplied measurements were accurate.
Seller-caused error (for example, the garment does not match the confirmed measurements) may lead to a free alteration by the Seller who made it, a partial refund towards an alteration you arrange locally where we agree that with you in the chat, a partial refund, a remake, or — for serious cases — a full refund.
Buyer-caused issues (inaccurate self-measurement, the wrong profile selected, a body change after ordering, or subjective preference where the item matches what was confirmed) may lead to paid alteration support or goodwill credit; a refund may not apply.
Do not alter, repair, wash, or modify the item before review unless we give written approval in the chat. Unauthorised modification can make it impossible to verify the original issue.
The detailed fit-claim and alteration mechanics are set out in our Returns & Refunds Policy (Sections 8 and 16). This Section explains how we weigh a fit dispute, not the operational steps.

9. The Decision Standard — Balance of Evidence

We do not need absolute or courtroom-level proof to reach a fair outcome. We decide on the balance of the available evidence — that is, what the evidence as a whole most likely shows. This standard lets us protect honest buyers without exposing honest Sellers to unsupported claims, and it lets us act even where a courier or a third party holds part of the picture.

We weigh, as relevant: order records; the Seller's production, packing, and shipping evidence; courier evidence; your evidence; the timing of the claim; account history and prior disputes; communications on the Platform; risk indicators; legal requirements; and this Policy.
Where neither side's evidence is decisive, we may reach a proportionate outcome — for example a partial refund, an alteration, or a goodwill resolution — rather than an all-or-nothing result.
We aim to explain the basis of our decision so you understand how we reached it.
A decision may be final within the Platform, subject always to your mandatory legal rights and the external routes in Section 11.

10. Outcomes, Returns & Chargebacks

A range of fair outcomes is available, and we choose the one that best fits the category and the evidence. For custom garments, an alteration or remake is often preferred over an immediate full refund, because it restores what you ordered; full refunds are generally reserved for serious cases such as non-delivery, a wrong item, a proven empty parcel, severe damage, a major production failure, or an unfixable material mismatch. The detailed refund method and timing (processed via Stripe to your original payment method) are set out in Returns & Refunds Policy Section 9 — we do not repeat them here.

Possible remedies: free alteration by the Seller who made the item; paid alteration; a partial refund towards an alteration you arrange locally, agreed with you case by case; remake; replacement; partial refund; full refund; shipping refund; platform credit; goodwill voucher; payment release to the Seller; or a courier insurance claim.
Returns of disputed items: we may require you to return the item before a refund is issued, and we will provide return instructions. Return it in the condition received (unless the issue is damage), and do not wear, wash, alter, resell, damage, or dispose of it during the review. Where a return is impractical, legally restricted, cost-inefficient, or unnecessary, we may not require one. Failure to return an item when required may reduce or reject a refund.
Chargebacks: you keep the right to raise a chargeback with your card issuer. If you open a chargeback while a TerzyApp dispute is under review, we may pause the Platform dispute and respond through the payment provider instead. Please do not use a chargeback dishonestly or as a substitute for the Platform dispute process — abusive chargebacks may lead to account restrictions, as described in our Acceptable Use Policy.

11. Your Legal Rights & External Routes

Nothing in this Policy reduces the rights you have as a consumer. Our internal review is designed to be fast and fair, but it sits alongside your legal protections, not in place of them — and where the law gives you stronger rights, the law prevails.

Your statutory rights under the Consumer Rights Act 2015 (satisfactory quality, fitness for purpose, conformity with description) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 cannot be excluded or limited by this Policy. Faulty, not-as-described, and not-delivered goods are covered by statute regardless of any Platform timer.
A TerzyApp decision being "final within the Platform" means only that our internal review is complete — it does not affect any of the routes below.
You may raise a chargeback with your card issuer under their rules; refer the matter to an Alternative Dispute Resolution body; contact the Citizens Advice consumer service in the UK; or bring proceedings in a competent court. EU-resident consumers may use the European Commission's Online Dispute Resolution platform; see Terms of Service Section 21.
Region-specific rights and processes are set out in our EU Addendum and US Addendum; this Policy is UK-first and does not restate them.
Made-to-order garments and cut-to-length fabric are excluded from the 14-day change-of-mind right under the 2013 Regulations once production or the cut begins — but this exclusion never affects your rights for faulty, not-as-described, or undelivered goods (see Returns & Refunds Policy Sections 3, 5, and 7).

12. Fair Use, Abuse & Changes to This Policy

This dispute system works because the overwhelming majority of buyers and Sellers act honestly, and we protect it for everyone by acting on the small minority who do not. We also keep this Policy current and tell you before anything that reduces your rights changes.

Prohibited conduct — including false claims, fabricated damage reports, manipulated media, returning a different item, baseless empty-parcel claims, threatening a negative review to obtain a refund, off-platform payment requests, and chargeback abuse — is dealt with under our Acceptable Use Policy (Sections 4 and 13). We do not duplicate those rules here; we apply them.
Where a claim is abusive or fraudulent, we may reject it, freeze payment where lawful, limit account access, remove listings, suspend or terminate the account, withhold payouts where lawful, remove abusive or fraudulent reviews, and report serious matters to payment providers, couriers, or law enforcement.
Honest reviews are always welcome, including critical ones. You may not, however, threaten a negative review to obtain a refund, discount, or free alteration, and a Seller may not pressure you to remove or change a review in exchange for support (Acceptable Use Policy Section 13).
Evidence you upload, and the metadata captured with it, are handled under our Privacy Policy (Section 10), which governs how long dispute evidence is retained.
We may update this Policy from time to time. Where a change reduces your rights, we will give at least 30 days' notice by email or in-app message. The change does not apply to Orders already in progress, which remain governed by the Policy in force when the Order was placed.