Dispute Policy

1. When a dispute applies

When an organization accepts a talent on a paid booking, it funds the booking and Standby holds the payment in escrow. This policy covers those bookings only; ongoing and volunteer posts are not covered by Standby escrow. Once the booking is marked complete, either party can open a dispute if they believe 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. Opening a dispute freezes the escrowed funds until Standby resolves it. No funds are released or refunded while a dispute is open.

A dispute can only be opened on a booking that has been marked complete; there is currently no way to open a formal dispute while a booking is still in progress. If something goes wrong before the booking is marked complete, for example a no-show mid-event, contact us through our contact page right away so we can look into it. For conduct problems such as harassment or pressure to pay off-platform, use the Report button in the booking chat or on the event page; see our Trust & Safety Policy. A report is not a dispute and does not by itself move any money.

2. Time limit for filing

A dispute must be filed within the dispute window after the booking is marked complete. The window is 7 days. If the organization does not mark the booking complete, it is marked complete automatically about 48 hours after the event ends. When the window closes with no dispute, 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

The person who opens a dispute describes what happened in writing. You can also send supporting material through our contact page, and we may ask the other party for theirs. 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, Standby reviews the written account and any evidence we receive from either side against the original booking terms and decides one of two outcomes: the full escrowed payment is released to the talent, or the full amount is refunded to the organization. We do not currently split a payment between the two outcomes.

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 take action on the account, as described in the Terms of Service and Trust & Safety Policy.

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 sent through our contact page.