1. Scope
This Policy applies to all escrow transactions facilitated through the TitanTrustee Platform. It supplements the Escrow Services Agreement and Terms of Service. For any conflict, the Escrow Services Agreement prevails.
2. What is a Dispute?
A Dispute is a disagreement between the Payer and Payee regarding whether Release Conditions for an escrow have been fulfilled. Common grounds include:
- Goods not delivered or delivered in damaged/incorrect condition.
- Services not rendered or rendered below agreed specifications.
- Milestone not genuinely completed.
- Counter-party claims fraudulent fulfilment or fabricated evidence.
- Technical failure preventing objective verification.
Disputes do NOT include: commercial renegotiations, price disputes unrelated to delivery, or matters outside the scope of the Escrow Schedule.
3. Raising a Dispute
3.1 Either the Payer or the Payee may raise a Dispute through the TitanTrustee dashboard or API before the auto-release timer expires.
3.2 A Dispute must be raised within the timeline specified in the Escrow Schedule (default: before auto-release or within 72 hours of a delivery confirmation, whichever is earlier).
3.3 The raising party must: (a) specify the grounds for the dispute clearly; (b) upload all supporting evidence (delivery documents, photos, tracking, communications, invoices) through the Platform.
3.4 Once a Dispute is raised, Escrow Funds are immediately frozen in the Partner Bank account. No release or refund can occur until the Dispute is resolved.
4. Dispute Resolution Process
TitanTrustee operates a four-tier dispute resolution framework:
Tier 1 — Automated Condition Re-Evaluation (0–24 hours)
TitanTrustee's system automatically re-evaluates the Release Conditions using available data (delivery tracking, API signals, OTP confirmations, signed POD). If the condition is objectively met or objectively not met, the system acts accordingly and closes the dispute.
Tier 2 — Mutual Resolution Window (24–96 hours)
Both Parties are given a structured window to exchange evidence and reach a mutual agreement through the Platform's dispute interface. If both Parties submit identical resolution instructions (release / refund / split), TitanTrustee executes accordingly.
Tier 3 — TitanTrustee Trustee Review (96 hours – 10 business days)
If no mutual resolution is reached, a TitanTrustee Trustee Officer reviews the submitted evidence, applies the terms of the Escrow Schedule, and issues a binding determination (release / refund / partial release). This determination is final within the Platform.
Important: TitanTrustee's Tier 3 determination is based solely on the evidence submitted through the Platform and the written terms of the Escrow Schedule. TitanTrustee does not conduct field inspections, act as a legal adjudicator, or interpret oral agreements.
Tier 4 — External Arbitration
If a Party disputes TitanTrustee's Tier 3 determination, the matter may be referred to arbitration under the Arbitration and Conciliation Act, 1996, as per the governing law provisions of the Escrow Services Agreement. Escrow Funds remain frozen until arbitration concludes.
5. Timelines & SLA
| Stage | Timeline |
|---|---|
| Dispute acknowledgement | Within 4 business hours of raising |
| Tier 1 auto-evaluation | Within 24 hours |
| Tier 2 mutual window close | 96 hours from Dispute raised |
| Tier 3 TT Officer determination | 10 business days from escalation to Tier 3 |
| Fund release/refund post-determination | 2–3 business days (bank processing) |
Timelines may be extended if: (a) additional evidence is requested; (b) Partner Bank processing is delayed; (c) regulatory hold is in force.
6. Refunds
6.1 When refunds are available
- Dispute resolved in favour of the Payer (Tier 1, 2, 3, or arbitration).
- Release Conditions provably not met and the Payee agrees to refund.
- Escrow expired without a funded release claim.
- TitanTrustee determines the transaction is fraudulent or violates the Terms of Service.
- Escrow cancelled before funding (full refund of any deposited amount).
6.2 When refunds are NOT available
- After Escrow Funds have been validly released to the Payee following fulfilment of Release Conditions.
- After a Tier 3 determination in favour of the Payee.
- Platform fees paid to TitanTrustee (except where TitanTrustee has materially failed).
- After the auto-release timer has expired without a Dispute being raised.
6.3 Refund processing
- Refunds are processed to the Payer's original funding source (bank account / UPI).
- Refund to a different account requires fresh penny-drop verification.
- Processing time: 2–5 business days after the refund instruction is sent to the Partner Bank.
- GST on platform fees, once paid and where services were rendered, is not refundable.
7. Evidence Standards
Evidence submitted in a dispute must be:
- Authentic and unaltered (digital documents must be originals; screenshots must show metadata).
- Directly relevant to the Release Conditions in the Escrow Schedule.
- Uploaded through the Platform's evidence vault (email attachments are not accepted).
Submitting fabricated, forged, or misleading evidence is a material breach of the Terms of Service and may be reported to law enforcement.
8. Abuse of Dispute Process
TitanTrustee reserves the right to dismiss a Dispute and proceed with release or refund (as applicable) if it determines the Dispute was raised frivolously, maliciously, or in bad faith. Repeated abuse of the Dispute mechanism may result in account suspension.
9. Contact for Dispute Queries
Email: support@titantrustee.com
Escalation: grievance@titantrustee.com
Address: First Floor, Plot No. 13, Nawada Housing Complex, Uttam Nagar, New Delhi – 110059, India
Phone: +91-11-4118-6363
All policies are governed by Indian law. Disputes are subject to the exclusive jurisdiction of courts at New Delhi. Latest version always at titantrustee.com/legal.