How Disputes Work
Vacnt holds finder's fees in escrow to protect both Listers and Claimers. If something goes wrong, our dispute process gives both parties a fair chance to be heard before any money moves.
The Dispute Process
Move-in Confirmation
After the confirmed move-in date, both the Lister and Claimer independently confirm in the app. The 7-day dispute window starts as soon as both parties confirm.
File a Dispute (within 7 days)
Either party can open a dispute through the in-app dispute tool within 7 calendar days of the confirmed move-in date. After 7 days, funds auto-release to the Lister and no dispute can be filed.
Submit Evidence
Both parties are notified and given 48 hours to submit supporting documentation: photos, messages, move-in confirmation emails, lease agreements, or any other relevant evidence.
Admin Review
A Vacnt admin reviews all submitted evidence, may contact both parties for clarification, and renders a decision within 5 business days of the evidence submission deadline.
Resolution
Vacnt issues a resolution. Funds are released according to the decision. Vacnt's decision is final and binding per our Terms of Service.
Resolution Options
Full Release to Lister
The finder's fee is released in full to the Lister (85% of the fee, after Vacnt's 15% platform fee). This outcome applies when the unit was accurately represented, the Claimer took possession, and no material breach occurred.
Full Refund to Claimer
The finder's fee is refunded in full to the Claimer. This outcome applies when the unit was materially misrepresented, the Claimer could not take possession through no fault of their own, or the Lister failed to cooperate in the transfer.
Negotiated Split
Vacnt may determine that a partial resolution is appropriate — for example, if the unit had minor undisclosed issues or if both parties contributed to the problem. The split percentage is determined at Vacnt's sole discretion based on the evidence.
Key Rules to Remember
- 1The dispute window is exactly 7 calendar days from move-in confirmation. No exceptions.
- 2Both parties must submit evidence within 48 hours of the dispute being opened.
- 3Vacnt's admin decision is final and binding per our Terms of Service.
- 4Funds cannot be released to the Lister while a dispute is active.
- 5Stripe processing fees are non-refundable in any resolution scenario.
Frequently Asked Questions
What qualifies as a valid dispute?
Valid disputes include: material misrepresentation of the unit (wrong square footage, incorrect rent, undisclosed damage), inability to take possession due to the Lister's failure to vacate, landlord refusal to allow the incoming tenant through the Lister's fault, or fraud.
What does NOT qualify as a dispute?
The following are not valid grounds for a dispute: buyer's remorse or change of plans by the Claimer, landlord rejection of the Claimer for reasons unrelated to the Lister, normal wear and discrepancies in photos, or disputes about lease terms (those are between you and the landlord, not Vacnt).
Can I appeal Vacnt's decision?
Vacnt's dispute decisions are final per our Terms of Service. We do not have a formal appeals process. However, if you believe there was a procedural error (e.g., your evidence was not received), contact support@vacnt.com within 48 hours of the decision.
What if a party is unresponsive during the dispute?
If a party fails to submit evidence within the 48-hour window, Vacnt will proceed with the available evidence. Failure to participate in a dispute may be considered in Vacnt's determination.
Does filing a dispute affect my account?
Filing a good-faith dispute does not negatively affect your account. However, submitting false evidence or filing frivolous disputes may result in account suspension.
Need to file a dispute?
Go to your transaction in the dashboard and tap "Open Dispute."
Go to Dashboard