Dispute Policy

1. When a dispute applies

Standby holds every booking payment in escrow until the event finishes. If either party believes the other did not hold up their end, for example, the talent wasn't paid what was agreed, the talent didn't show or didn't deliver the agreed role, or the work materially fell short of what was booked, they may open a dispute. Opening a dispute freezes the escrowed funds until Standby resolves it. No funds are released or refunded while a dispute is open.

2. Time limit for filing

A dispute must be filed within 7 days after the event ends (the completion date of the booking). After 7 days, the escrow is released to the talent and the booking is considered accepted by both parties. We cannot reopen a booking once the dispute window has closed, so raise concerns promptly.

3. What counts as valid evidence

Both parties may submit evidence when a dispute is opened. The more concrete and timestamped, the stronger. Valid evidence includes, but is not limited to:

• Broadcast VODs or stream recordings showing the work performed (or its absence)
• Discord logs, DMs, or server messages relevant to the booking
• Screenshots of agreements, schedules, call times, or conversations
• In-platform messages and the original booking terms on Standby
• Call sheets, run-of-show documents, or written scope of work
• No-show, lateness, or availability records with timestamps
• Any other documentation that reasonably establishes what was agreed and what happened

Evidence must be authentic and unaltered. Fabricated, doctored, or misleading evidence is itself a violation and grounds for removal from the Platform.

4. How a dispute is decided

When a dispute is opened, both parties are given the opportunity to submit their evidence and account of events. Standby reviews everything submitted against the original booking terms and reaches an outcome releasing the escrowed payment to the talent, refunding the organization, or another resolution we determine to be fair.

Standby makes the final call. Our decision on any dispute is final and binding on both parties. We resolve disputes in good faith based on the evidence available; we are not a court, and our determination is a marketplace decision, not a legal judgment.

5. Consequences

Disputes exist to protect people who act in good faith. The party found to be in the wrong, a talent who no-showed or failed to deliver, or an organization that disputed valid, completed work in bad faith, may be removed from the Platform. Depending on severity we may issue a warning, suspend the account, or permanently ban it.

Filing frivolous, retaliatory, or repeated bad-faith disputes, and submitting false evidence, are treated as serious violations and can result in immediate removal regardless of the underlying booking.

6. Good faith

We expect both talent and organizations to communicate clearly, honor what they agree to, and try to resolve issues directly before opening a dispute. Escrow and this policy are a backstop for when that breaks down, not a substitute for professional conduct.

7. Contact

Questions about a dispute or this policy can be raised through your booking on the Platform or via our contact page.