$4.2Min escrow12,480 verified
Hoofine
Dispute resolution

A fair, evidence-driven process for hard moments.

When something goes wrong after delivery, Hoofine runs a structured review — not a chat thread. Funds stay in escrow until we issue a written decision, usually within five business days.

Median decision time: 3.4 daysIndependent equine arbitrators on panel

How a dispute flows

  1. Day 0

    Delivery confirmed

    The buyer confirms the horse has arrived. A 48-hour inspection window opens — the clock for any dispute.

  2. Within 48 hours

    Dispute opened

    Either party can open a dispute. Funds stay locked in escrow. Both sides submit evidence: vet reports, photos, messages, shipping records.

  3. Day 1–3

    Evidence review

    Our trust & safety team — which includes qualified vets — reviews both submissions. We may ask clarifying questions and request additional records.

  4. Day 3–5

    Decision issued

    A written decision is sent to both parties. Funds are released, refunded, or partially apportioned depending on the evidence.

  5. Appeals

    External review

    Either party can request a second review by an independent equine arbitrator from our panel. Their finding is final.

What we see most often

Misrepresented age or height

Registry papers or measured at delivery by a neutral vet. Typically resolved with a partial refund.

Undisclosed lameness or PPE fail

Pre-purchase exam showing a condition not disclosed in the listing. Usually a full refund and return of the horse.

Wrong horse delivered

Microchip does not match the verified listing. Full refund and cost of return shipping borne by seller.

Shipping damage or welfare issue

Handled under our welfare protocol. Vet fees covered and partial refund while the horse is stabilised.

Need to open a dispute?

Open one from the escrow transaction page in your buyer or seller dashboard. We acknowledge every dispute within two business hours.

Related: learn more about Hoofine Escrow and our anti-fraud policy.