Dispute resolution
The full process Bricks & Sparks follows when a homeowner and a tradesperson disagree about a job arranged through the platform. For the short version, see What happens if something goes wrong?
Last updated 29 September 2026. This page describes how the process works; the Terms of Use and the payment provider's rules govern, and nothing here takes away your statutory rights.
The core principle
Undisputed money should move. Disputed money should freeze. Evidence should establish the facts. Qualified experts should decide genuinely technical questions.
Bricks & Sparks facilitates a fair resolution, keeps the record of the job, and — through the licensed payment provider that holds the money — controls when disputed escrow funds are released, in line with our Terms and the provider's arrangements.
We don't set ourselves up as the technical expert on specialist workmanship. Where a question needs a qualified professional, it goes to one.
We don't simply decide who is right. We run a fair, documented process that gets both sides to a resolution: preserve the evidence, freeze only the disputed money, encourage the work to be put right, help the parties agree, use independent experts for technical questions, and escalate where the platform isn't the right decision-maker.
A dispute may be about:
Alleged criminal conduct, serious fraud, complex questions of legal liability or specialist technical questions may need to be referred outside the ordinary Bricks & Sparks process.
Before anything becomes a formal dispute, either the homeowner or the tradesperson can report a problem against the job or the stage concerned — on the job's Payments tab, Report a problem.
A quick chance for the two of you to solve the problem before it becomes a formal dispute.
Where appropriate, a tradesperson is normally given a reasonable opportunity to inspect and put right an alleged defect before the dispute goes further. The exceptions include safety concerns, abandonment, allegations of fraud, and circumstances where letting them back in would be inappropriate.
A complaint shouldn't automatically become a payment dispute if the problem can reasonably be fixed.
If the problem isn't resolved, Bricks & Sparks opens a formal case with its own reference. The disputed funds stay protected while the case is decided.
Each side normally has 3 business days to provide what's asked for, with reasonable extensions for complex matters.
The accepted quote, approved variations, messages on the platform, the stage records, uploaded photographs, payment records and completion confirmations all form part of the case automatically — nobody has to send them in again.
Disputes are classified so that a simple question about what was agreed isn't handled the same way as a specialist workmanship dispute.
| Level | Typical example | Main route |
|---|---|---|
| 1 · Administrative | The scope says four lights; the evidence shows three installed. | Evidence review by Bricks & Sparks and a facilitated agreement. |
| 2 · Workmanship | Uneven tiling, waterproofing quality, the standard of an installation. | Rectification and/or an independent expert's assessment. |
| 3 · Serious or complex | Structural concerns, significant damage, an allegation of fraud, or a high-value technical dispute. | An external expert, regulator, alternative dispute resolution and/or the legal route. |
Depending on what happened and the evidence available, the outcome may be:
The evidence shows the agreed work or stage was completed and the payment is due.
The tradesperson is given an agreed period to put identified work right. The relevant funds stay protected until it is reassessed.
Undisputed work is paid, while only the genuinely disputed amount stays frozen.
An agreed or established portion of the disputed funds is returned to the homeowner.
For example, where the disputed work was not done — subject to the Terms and the payment arrangements.
Another qualified contractor completes or remedies the work using an agreed portion of the remaining funds, where the contract and the law allow it.
The matter is referred to an appropriate expert, regulator, alternative dispute resolution, arbitration or a court.
A small disputed item shouldn't automatically hold up payment for unrelated work that is complete and undisputed, where the escrow structure and the Terms allow part of the money to be released.
Some disputes can't responsibly be decided from documents alone. For those we refer the matter to an independent, appropriately qualified specialist, for example:
The expert receives the accepted scope, any relevant variations and the evidence in the case and, where necessary, inspects the work before giving their findings.
Safety problems go on an accelerated track — for example exposed electrical wiring, a suspected gas leak, structural instability, a serious electrical fault or an active risk of flooding.
A safety assessment comes before the normal dispute timetable.
| Step | Target |
|---|---|
| Problem reported | Day 0 |
| First response from the other party | Within 2 business days |
| Arranging a fix | Normally within 2 further business days |
| Evidence for a formal dispute | 3 business days for each party |
| Assessment from the evidence | 3 business days after the evidence is complete |
| Independent expert assessment | 5–10 business days, depending on availability and complexity |
Complex cases can take longer. Both sides should always be able to see where things stand: what is outstanding, who needs to respond next, and by when.
Nobody can hold the process open indefinitely by not responding. If one side stops taking part:
Nobody loses a dispute just because of one missed message or a late reply.
To keep decisions consistent, evidence made at the time and objective evidence generally carry more weight. In broad order:
This process doesn't remove either side's statutory rights. Where appropriate, a matter may be referred to a regulator, an ombud or another alternative dispute resolution body, to arbitration or to a court.
The process has to be credible to both sides. A complaint doesn't automatically mean a tradesperson loses access to their payment. It is designed to guard against, for example:
Homeowners need protection from poor or unfinished work. Good tradespeople need protection from payment being unfairly withheld. The process only works if both trust it.
Suspected fraud, abuse or criminal conduct is handled separately from ordinary workmanship disputes. That includes:
Responses may include restricting or suspending an account, reviewing verification, preserving evidence, escalating to the payment provider and, where appropriate, referring the matter to the authorities.
Questions about this process: email hello@bricksandsparks.co.za. See also the Terms of Use and Help & Support.