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⚠️This is a draft prepared as a basis for legal review. Before publication and taking effect, it must be reviewed and approved by a lawyer in accordance with the applicable legislation of the Republic of Azerbaijan.

Dispute Resolution Policy

Revised September 5, 2026

1. General Principle

Until the order completion is confirmed, the Customer's funds are held in the Platform's escrow 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, either party has the right to open a dispute.

2. Who Can Open a Dispute

A dispute on an Order can be opened by the Customer or the Contractor who is a party to that Order, while the Order is in the "In Escrow" or "Submitted" status. After the completion is confirmed and the funds are transferred to the Contractor ("Completed" status), opening a dispute for this Order is not 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 opening the dispute specifies the reason and, if possible, attaches supporting materials (correspondence, files, screenshots).

  • The Order moves to the "Dispute" status — funds remain in the escrow account, and further submission/acceptance is blocked.

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

  • The Administration 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.