FAQs – Disputes

A formal dispute can be raised if a Homeowner refuses to release the funds after a project’s completion and is unable to come to a resolution with the Tradesperson who carried out the work. 

In the event that this happens, PongoPay will appoint an independent mediator to review the case. Both parties will be asked to provide an account of the issue which the mediator will review in order to help reach an outcome which both parties are happy with. The mediator has legal power to decide which way the funds go if they feel a party is being unreasonable or acting maliciously.

If the mediator is unable to resolve the issue in a way which satisfies both parties, they will recommend arbitration as a last resort.

If a job runs over budget, you can add a final payment stage to cover the additional amount.