Trust & Safety
How disagreements between customers and Partners are resolved.
Last updated
Version 3.2. This Dispute Resolution Policy sets out how Pitchd handles disputes between Consumers and Suppliers arising from bookings made through the Pitchd Platform. It applies to all Suppliers, Consumers, and all bookings made through pitchd.com.au. Read it alongside the [Terms of Service](/legal/terms-of-service), the [Supplier Agreement](/legal/supplier-agreement), the [Cancellation & Refund Policy](/legal/cancellation-policy) and the [Payments Terms](/legal/payments-terms). Nothing in this policy limits your rights under the Australian Consumer Law or prevents you from seeking a remedy through the courts or relevant regulatory bodies.
Pitchd is a marketplace operator. It is not a court, tribunal, arbitrator, or independent mediator. When Pitchd investigates a dispute and makes a determination, it does so as a platform operator exercising discretion in accordance with its Terms of Service, Supplier Agreement, Cancellation & Refund Policy, and other platform rules. Pitchd's determinations are platform decisions, not binding legal adjudications.
Pitchd will make reasonable efforts to investigate and resolve disputes promptly. Pitchd does not guarantee resolution within a specific timeframe. Some disputes are more complex and require additional investigation, evidence gathering, or assessment before a fair determination can be made.
Both Consumers and Suppliers may raise a dispute through the Pitchd Platform. Pitchd operates a single dispute framework available to both parties. The nature of the dispute and the party raising it will determine what evidence is relevant and what outcomes are available.
| Who | Examples of disputes that may be raised |
|---|---|
| Consumer | Service not delivered by the Supplier. Service significantly not as described. Supplier arrived significantly late or failed to perform. Supplier misconduct before, during, or after the booking. Payment taken but booking not confirmed. Refund not received in accordance with the applicable policy. |
| Supplier | Consumer misconduct during the booking. False or misleading claim made against the Supplier. Chargeback initiated by a Consumer that the Supplier disputes. Payment not released in accordance with platform terms. Consumer breach of booking terms. Review submitted in breach of the Review Policy. |
Pitchd reserves the right to determine whether a matter falls within the scope of the dispute resolution process and to decline to investigate matters that are outside that scope, are vexatious, or have already been resolved.
Where possible, Consumers and Suppliers are encouraged to attempt to resolve issues directly through the Pitchd Platform messaging system before escalating to a formal dispute. Many issues can be resolved quickly through direct communication. Pitchd support is available to assist both parties in reaching an informal resolution before a formal dispute is lodged.
Disputes must be raised within the following timeframes to be considered by Pitchd:
Pitchd may consider disputes raised outside these timeframes at its discretion where exceptional circumstances exist and a reasonable explanation for the delay is provided. Late disputes are not automatically declined but may be more difficult to investigate due to the passage of time.
To raise a dispute, contact Pitchd support at support@pitchd.com.au. Your dispute submission should include:
Providing complete and accurate information at the time of lodging your dispute will help Pitchd investigate and resolve the matter as efficiently as possible. Submitting false or misleading information in a dispute is a breach of the Terms of Service and Community Standards and may result in account action.
Pitchd will make reasonable efforts to acknowledge a dispute submission within 2 business days of receipt. Acknowledgement confirms that Pitchd has received the dispute and will investigate. It does not indicate a preliminary view on the merits of the dispute.
Once a dispute is acknowledged, Pitchd will investigate by reviewing the available information and may take any of the following steps:
Pitchd may request evidence or information from either party and will specify reasonable response timeframes based on the circumstances of the dispute. If a party fails to provide requested information within the timeframe specified, Pitchd may proceed to make a determination based on the information available at that time.
Where a dispute is raised before a booking reaches Completed status, the relevant payout will not be released to the Supplier and will remain subject to the applicable payout conditions until the dispute is resolved. Where a dispute is raised after a payout has been released to the Supplier, Pitchd may delay future payouts pending the outcome of the dispute. Payment decisions during a dispute are made in accordance with the evidence and the applicable platform policies, including the Payments Terms.
After completing its investigation, Pitchd will make a determination. The determination will set out Pitchd's findings and the platform action or remedy that will apply. Possible determination outcomes include:
Pitchd will make reasonable efforts to provide a determination within 10 business days of receiving complete information from all relevant parties. Complex disputes, disputes involving suspected fraud, or disputes requiring third-party information may take longer. Pitchd will keep both parties informed of progress where a dispute is taking longer than expected to resolve.
Both parties will be notified of Pitchd's determination by email. The notification will set out the outcome and any actions Pitchd will take. Where a refund or payment release is part of the determination, Pitchd will process it in accordance with the Cancellation & Refund Policy and Payments Terms.
If you disagree with Pitchd's initial determination, you may request an internal review within 14 days of receiving the determination. A review request must be submitted to support@pitchd.com.au and must include:
A review request is not an opportunity to simply re-argue the same position. To be considered, a review request should identify a specific error in Pitchd's reasoning, raise new evidence not previously available, or identify a material factor that was not considered in the initial determination.
Internal review requests are assessed by a different member of the Pitchd team than the person who made the initial determination, where reasonably practicable. Pitchd will consider the review request and the initial determination and make a final determination. Pitchd will make reasonable efforts to complete the review within 10 business days of receiving the review request.
Pitchd's determination following an internal review is the final platform determination. It is binding within the Pitchd Platform but does not affect your statutory rights under the Australian Consumer Law or your right to seek an external remedy as described in Section 11.
A chargeback occurs when a Consumer disputes a charge directly with their bank or card provider, bypassing Pitchd's dispute resolution process. Consumers are strongly encouraged to contact Pitchd support before initiating a chargeback, as most issues can be resolved more quickly and with less disruption through the Pitchd dispute process.
If a chargeback is initiated by a Consumer while a Pitchd dispute is open or pending, Pitchd may:
Pitchd's internal dispute process does not automatically stop because a chargeback has been initiated. Pitchd retains full discretion to continue its investigation and take platform action regardless of the status of any chargeback process. Where a chargeback results in funds being returned to the Consumer by their bank, Pitchd may seek recovery of those amounts from the Supplier in accordance with the Payments Terms and Supplier Agreement.
The dispute resolution process exists to resolve genuine issues fairly. Suppliers and Consumers must not use the dispute process maliciously, repeatedly without merit, or for the purpose of harassing, pressuring, or disadvantaging another party. Examples of dispute process abuse include:
Where Pitchd reasonably believes the dispute process is being abused, Pitchd may reject the dispute without investigation, restrict the party's access to the dispute process, issue a written warning, suspend or terminate the party's account, and take any other action Pitchd considers appropriate to protect the other party and the integrity of the Platform. Abuse of the dispute process is a breach of the Terms of Service and Community Standards.
Where a dispute reveals or involves suspected fraud, serious misconduct, or unlawful activity, Pitchd may take immediate action without waiting for the dispute process to conclude. Actions Pitchd may take include:
Examples of conduct that may trigger these actions include suspected identity fraud, submission of forged or fraudulent compliance documents, insurance fraud, criminal conduct, serious threats or harassment of any Supplier, Consumer, or Pitchd staff, and serious consumer protection breaches.
Pitchd's decision to take action under this section is a platform decision and does not constitute a finding of guilt or a legal determination. Suppliers and Consumers who believe Pitchd has acted incorrectly may request an internal review in accordance with Section 5.
Pitchd is not a court, tribunal, arbitrator, or independent mediator. Pitchd acts as a platform operator making platform decisions. When investigating a dispute and making a determination, Pitchd exercises discretion in accordance with its Terms of Service, Supplier Agreement, Cancellation & Refund Policy, Community Standards, and other applicable platform rules.
Pitchd's determinations are platform decisions. They are intended to be fair and consistent but they are not legally binding determinations of rights and obligations. Both parties retain their statutory rights under Australian law regardless of Pitchd's determination.
Pitchd may exercise discretion to depart from the strict application of its policies where it considers it appropriate to achieve a fair outcome, maintain marketplace integrity, or comply with applicable law. The exercise of discretion in one case does not create a precedent or obligation to exercise the same discretion in future cases.
Pitchd reserves the right to take any reasonable action it considers necessary to protect Consumers, protect Suppliers, protect the Platform, maintain marketplace integrity, and comply with applicable laws. This includes taking action in relation to matters that arise during or following a dispute that are not directly addressed by the specific dispute being investigated.
Actions taken under this section may include account restrictions, listing suspensions, payout delays or restrictions, permanent removal from the Platform, referral to relevant authorities, and any other action Pitchd considers proportionate and appropriate in the circumstances. Pitchd will exercise this power responsibly and proportionately, having regard to the interests of all Suppliers and Consumers and the integrity of the marketplace.
If you are not satisfied with Pitchd's final determination following an internal review, you may seek an external remedy through the following bodies:
| Body | What they can help with | Contact |
|---|---|---|
| Consumer Affairs Victoria | Consumer complaints, ACL rights, fair trading matters | consumer.vic.gov.au |
| Australian Competition and Consumer Commission (ACCC) | National consumer protection and fair trading matters | accc.gov.au |
| Courts of Victoria | Legal claims arising from the booking or platform relationship | courts.vic.gov.au |
Nothing in this policy prevents any Supplier or Consumer from seeking a legal remedy through the courts or a relevant regulatory body at any time. Pitchd's internal dispute process is provided as a faster and more accessible alternative to external escalation, not as a barrier to it.
Nothing in this Dispute Resolution Policy excludes, restricts, or modifies any right or remedy available to you under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Pitchd's dispute resolution process operates alongside your statutory rights and does not replace them.
Pitchd may update this Dispute Resolution Policy from time to time. Where a change is material, Pitchd will provide reasonable notice by email or through the Platform where appropriate. The version of this policy in effect at the time a dispute is raised will govern the process for that dispute.
To raise a dispute or for any questions about this policy, contact Pitchd support at support@pitchd.com.au. Please include your booking reference number in all dispute-related correspondence. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174), Level 1/100 Overton Road, Williams Landing, 3027. This Dispute Resolution Policy is governed by the laws of Victoria, Australia.
