Dispute process · Version 0.1
Disputes
If you believe a point was scored wrongly — because health data was missing, because a standard was met but not recorded, or because you have a force-majeure reason — you can raise a dispute through the app. This page explains how.
When to raise a dispute
- Within seven days of the point in question.
- Before settlement. Once a contract is settled, disputes are not reopened.
- Only for points that are genuinely in error. Trying your hardest is not a ground for dispute.
How to raise one
- Open the point in your dashboard and tap Dispute this point.
- Describe what you believe happened in under 500 words and attach evidence (health-app screenshot, photograph, receipt, etc.).
- Duel Limited reviews the dispute within two business days and issues a decision. In duel mode, the other party is notified and may comment.
- The decision is recorded on the contract ledger. If the point is restored, forfeited funds are returned to you in the next settlement; if upheld, nothing changes.
Force majeure
Serious, unforeseen events — hospitalisation, bereavement, equivalent crisis — qualify for a one-time pause of up to seven days. Request the pause through the app as soon as you are able. Duel Limited may ask for supporting documentation.
The decision is final
By signing a contract on Duel, you agree that Duel Limited’s decision on any dispute is final and binding, provided it is made in good faith and on the evidence submitted. This does not remove any statutory consumer rights you may have under New Zealand law.