Dispute Resolution Policy
Disputes can be opened by employers or freelancers. Once the dispute begins, the other party will have 5 days to respond to it. Otherwise, they will automatically lose the dispute and the decision will support the party that initiated the dispute.
Both parties to the dispute may choose to submit their dispute to the dispute resolution team. The role of the Dispute Resolution Team extends to all actions necessary to resolve the case in an impartial and probative manner. You acknowledge that the verdict of the Dispute Resolution Team is final, binding and irreversible.
Dispute resolution procedure
STEP 1 – Identify the problem
The complainant must select the project and the payment or payments to be disputed. A user can challenge all milestones related to a single project in a conflict.
After that, a description of the problem and an explanation of the reason for the opening of the dispute should be provided. From this step to the third step, users are invited to attach any file that might support their claims.
Finally, the complainant is asked to indicate the amount he is willing to pay for the project (if he is a buyer) or to obtain the project payment (if a seller). The amount could be between 0 and the total amount of milestone payments in question.
STEP 2 – Negotiations
At this point, either party may negotiate partial compensation or (after a certain time) choose that the Freelancer dispute resolution team arbitrate the dispute. Both parties will have the opportunity to tell their story and negotiate terms to solve the problem between them.
Only the party that originally filed the dispute may cancel the dispute. If the problem can not be resolved by negotiation, either party may choose to pay the arbitration fee to have the dispute arbitrated by the dispute resolution team. The arbitration fee will be refunded if the dispute is settled by mutual agreement or canceled before being submitted to arbitration.
STEP 3 – Final Offers and Evidence
After one of the parties involved has paid the arbitration fee, the other party has 2 days to pay the costs. Both parties always have the opportunity to negotiate with the other party during this period.
If the respondent does not pay the arbitration fees within 2 days, the result will be in favor of the party who first brought the dispute to arbitration.
If a solution is found before the defendant pays the costs, the party who paid the arbitration fee will be reimbursed for those costs.
Step 3 is the last step where both users can submit their final proof to support their case. After the third step, the parties concerned are no longer allowed to present evidence. The dispute will be resolved on the basis of evidence provided by the dispute resolution system or made available to the dispute team, such as the project description and correspondence between the parties.
Once the dispute has moved to Step 4, the additional evidence will no longer be accepted.
STEP 4 – Arbitration
In step 4, the dispute team will review all the evidence and other information provided to make a decision (usually within 48 hours). The verdicts of contestation are final, binding and irreversible. The party who wins the dispute will be reimbursed for his arbitration fees.
The fee for a dispute resolution is the fee already charged for a specific micro job. The fee will not be reimbursed to the winner of the dispute.
A chargeback (being a challenge to a payment that a Buyer deposits directly with the credit card issuer) and an inversion instruction is carried out by the issuer of the payment product or by third parties (such as payment processors) and not from us. We are required to follow their instructions.
You acknowledge and agree that we will have the right to recover the chargebacks and the reversals that may be imposed by an issuer of payment products or by third parties (such as payment processors) on the funds paid by the Purchasers via the Website.
You agree that we may reverse such payments to you, which are subject to chargeback or reversal requests through the issuer of your payment provider or third parties (such as payment processors).