Dispute Resolution Policy

1. General Principle

Until the order completion is confirmed, the Customer's funds are held in the Platform's protected account and are not transferred to the Contractor. This creates conditions under which most disagreements are resolved directly between the parties through the order correspondence. If an agreement cannot be reached, the parties should contact support — support staff will escalate the case to arbitration if needed.

2. How a Dispute Gets Started

A dispute is not opened directly by a user. If a Customer or Contractor runs into a problem with an Order, they contact support — through the "Support" section of their dashboard — while the Order is in the "In Secure payment" or "Submitted" status. Support staff review the request and, if the issue cannot be resolved another way, escalate it to arbitration — at that point the Order moves to "Dispute" status and an arbiter takes over the case. After completion is confirmed and funds are transferred to the Contractor ("Completed" status), escalating this Order to arbitration is no longer possible — in this case, the general provisions on the liability of the parties apply, including the possibility of appealing to competent authorities in accordance with the legislation of the Republic of Azerbaijan.

3. Dispute Resolution Procedure

• The party contacting support specifies the reason and, if possible, attaches supporting materials (correspondence, files, screenshots).

• Once escalated to arbitration, the Order moves to "Dispute" status — funds remain in the protected account, and further submission/acceptance is blocked.

• The Platform Administration notifies the second party and requests their position along with supporting materials.

• The arbiter reviews the materials provided by both parties and renders a decision. The target review timeframe is 5 business days from the receipt of the second party's position; in complex cases, the timeframe may be extended upon notification to the parties.

4. Possible Decisions

• Refund to the Customer — if the work has not been performed or significantly fails to comply with the terms of the Order. Funds are returned to the Customer's balance.

• Payout to the Contractor — if the work has been performed in accordance with the terms of the Order. Funds (minus the Platform's commission) are transferred to the Contractor's balance.

The decision of the Platform Administration regarding the dispute is final within the Platform's internal procedure. This does not limit the parties' right to protect their interests in the manner established by the legislation of the Republic of Azerbaijan if the dispute extends beyond the scope of refunding/paying funds for a specific Order (for example, quality issues of goods delivered as part of service provision, or claims for compensation of damages exceeding the Order amount).

5. Fair Use

The systematic opening of unfounded disputes, as well as failure to provide requested materials during the dispute resolution process, may be regarded by the Platform as a violation of the User Agreement and may result in account restrictions or blocking.

6. Applicable Law and Jurisdiction

This Policy is an integral part of the User Agreement and is governed by the legislation of the Republic of Azerbaijan. For disputes not settled by the Platform's internal procedure, the resolution procedure provided for by the current legislation of the Republic of Azerbaijan shall apply, including filing a lawsuit with the competent court at the location of the defendant, unless otherwise provided by law.