Dispute Resolution Policy

1. When a dispute can be opened

Either party may open a dispute on an order that is in progress or delivered but not yet confirmed, when a disagreement could not be settled by talking directly on the Platform. The way there is from the order page: "Need help with this order?" → message the other party → support → file a complaint. There is no dispute on a free order (nothing is held); either party may cancel it.

2. Effect of opening a dispute

The amount is frozen immediately, automatic release stops, and nothing is paid to either party until the decision is issued.

3. How it is decided

• The dispute team reviews the order details, the agreement record, the chat and the delivered work.
• Both parties may be asked for further clarification within a set period.
• The decision is issued in writing with reasons, and is recorded in the financial ledger and the audit log.

4. Target time for a decision

The Platform aims to issue the decision within five business days of the dispute being opened, and tells both parties if more time is needed to request clarifications or files. The amount stays frozen throughout and is not paid to either party before the decision.

5. Possible decisions

• Release the amount to the provider or consultant.
• Full refund to the client.
• Split: part refunded to the client and the rest released after platform fees.

6. Admissible evidence

Only what happened on the Platform counts: the agreement record, the chats, the delivered files and the order history. No agreement or communication outside the Platform is considered.

7. Reviews connected to a dispute

An honest review is not removed just because there is a dispute. The moderation team hides a review in specific cases: if it contains contact details, abuse or discrimination; if it is shown to have been given for a benefit, from a duplicate account or about an order that never happened; if the dispute decision finds that the client materially breached the agreement and the review was retaliatory; or if it finds that the provider delivered nothing, in which case their review of the client is hidden. Hiding is recorded in the audit log, and the review's author may object through "Contact support".

8. Objection

A decision may be objected to within seven days by submitting new evidence that was not presented before, through "Contact support"; both parties keep the right to go to the competent authorities.