Dispute Resolution
Learn how Acrota handles disputes, quality concerns, and ensures fair outcomes for both experts and seekers.
How Your Money Is Protected
Every transaction on Acrota is protected by our escrow system. When you send a paid message, your coins are held securely until the expert replies. Here's what happens:
- Coins are held in escrow the moment you send a message.
- The expert has 72 hours (3 days) to reply.
- If the expert replies, coins are released to them (minus the 10% platform fee).
- If the expert does not reply within the window, coins are automatically refunded to your wallet.
- If the expert rejects your message, you receive a full refund.
Quality & Feedback System
After receiving a reply, you can rate the expert's response from 1 to 5 stars. This feedback is used to:
- Help other users make informed decisions about which experts to contact.
- Identify experts who consistently provide low-quality or unhelpful responses.
- Trigger automatic review if an expert receives multiple low ratings (1-2 stars).
Our Trust & Safety team reviews flagged interactions and may issue warnings, suspend accounts, or process refunds where appropriate.
What We Can and Cannot Resolve
We Can Help With
- Expert did not reply within 72 hours
- Reply was clearly off-topic or irrelevant
- Reply contained abusive or harmful content
- Technical errors prevented message delivery
- Suspected fraudulent expert account
Outside Our Scope
- Disagreeing with an expert's professional opinion
- Expecting a longer or more detailed reply
- Wanting a follow-up conversation (each message is standalone)
- Issues that occurred outside the Acrota platform
Possible Outcomes
When a dispute is reviewed, the following outcomes are possible:
- Full Refund — Coins returned to the sender's wallet if the response was clearly inadequate or violated our guidelines.
- Partial Refund — In borderline cases where the response partially addressed the question.
- No Refund — If the expert provided a reasonable, good-faith response.
- Expert Warning or Suspension — For repeated low-quality responses or policy violations.
Legal Notice: Acrota acts as an intermediary platform and is not a party to the conversation between senders and experts. All disputes are resolved at Acrota's sole discretion. For formal legal matters, please refer to our .
Need to report an issue?
Contact our Trust & Safety team for assistance.