What is the MadeMay Guarantee?
The MadeMay Guarantee is our commitment to fair resolution when something goes wrong with a project.
What we guarantee
Your payment is held securely until you approve. If something goes wrong, our team mediates to make it right. You are protected at every step.
What this means in practice
- Your payment is held in escrow, not sent directly to the artisan
- You approve work at each milestone before funds are released
- If the final piece does not match the agreed brief, you can open a dispute
- Our mediation team reviews all evidence and issues a fair decision within 5 business days
What this does not mean
The MadeMay Guarantee is not a blanket money-back guarantee. It is a commitment to fair mediation. If you approved all milestones along the way and the final piece matches what was agreed, the artisan has fulfilled their obligations.
When the Guarantee applies
- The artisan becomes unresponsive (7+ days without communication)
- The delivered piece significantly differs from the approved brief and milestones
- Quality is materially below what was represented in the artisan's portfolio
- The artisan cancels the project
How to use the Guarantee
- Open a dispute from your project dashboard
- Describe the issue and upload photos
- The artisan has 72 hours to respond
- Our team reviews everything: the brief, milestones, messages, and photos
- A decision is issued within 5 business days
Preventing disputes
The milestone system is designed to prevent disputes. By reviewing and approving work at each stage, you catch issues early before the project is complete. We encourage clear communication throughout the process.
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