When a concern can be raised

While Otute still holds a payment — before it has been released to the seller — the buyer can raise a concern about it from Finances › Purchases, saying what is wrong. Concerns about tutoring hours are raised on the contract itself.

What happens

1. That payment is paused. Nothing else changes for either side.
2. The seller is told, and can reply or refund the payment.
3. The buyer can withdraw the concern at any time; the payment then goes ahead as normal.

After 30 days

• If the seller has not replied, the buyer is refunded in full.
• If the seller replied and the concern was left open, the payment goes ahead to the seller.

Otute's role

Otute does not decide whether a service was delivered. It holds the payment, makes sure both sides are heard, and applies the 30-day outcome above.