Dispute Policy

1. When to open a dispute

• Work was not delivered by the agreed deadline.
• Delivered work materially differs from the agreed scope.
• A payment or refund issue could not be resolved between the parties.
• Either party breached the agreement or platform rules.

Try the revision process first. Most disagreements are resolved with one revision round and a clear message about what's missing.

2. How to raise one

Open the project, choose "Open a dispute", select a reason and describe the problem. Attach the files, screens or references that support your position. The other party is notified immediately and the held funds are frozen until a decision is made.

3. What we review

The original brief or service listing, the agreed scope and price, all on-platform messages, submitted deliverables, milestone history and any prior revision requests. This is why communication must stay on the platform — off-platform agreements cannot be verified and will not be considered.

4. Timeline

• Both parties have 72 hours to submit evidence.
• Our team aims to decide within five working days of the evidence window closing.
• Complex cases may take longer; you will be kept informed in the dispute thread.

5. Possible outcomes

• Release the full payment to the freelancer.
• Release a partial payment reflecting work completed, refunding the remainder.
• Refund the client in full and cancel the project.
• Order a further revision with a new deadline.

6. Fairness and appeals

Decisions are made on evidence, not on account age, plan or spend. If new material evidence emerges you may request one review within 14 days of the decision.

7. Abuse of the process

Repeatedly opening unfounded disputes, withholding approval of clearly delivered work, or attempting to pressure the other party may result in account restrictions or removal from the platform.