Dispute Policy

1. What is a Dispute?

A dispute occurs when a Client and a Freelancer cannot agree on the release of funds held in Escrow for a specific milestone. This typically happens if the Client feels the submitted deliverables do not meet the agreed-upon requirements, or if the Freelancer feels they have completed the work but the Client is unresponsive or refusing to release payment.

2. How to Raise a Dispute

Either party can raise a dispute directly from the Job Assignment dashboard. When raising a dispute, you will be prompted to provide a clear reason and any supporting context. Once raised, the milestone funds are locked and cannot be released or refunded until the dispute is resolved.

3. The Review Process

Upon receiving a dispute, our moderation team will step in to mediate. We adhere to a strict resolution timeframe:

• Initial Review: A ProLink moderator will begin reviewing the dispute within 48 hours of it being raised.
• Evidence Gathering: Moderators will exclusively use on-platform chat logs, submitted deliverables, and the original job requirements to evaluate the claim. Communication occurring outside the platform will not be considered.
• Mediation: The moderator may reach out to both parties via the dispute thread to request clarification or encourage an amicable settlement.

4. Resolution

If the parties cannot reach a mutual agreement, the ProLink moderator will make a final, binding decision. Funds will then be released in full to the Client, in full to the Freelancer, or split between the two parties, depending on the findings. By using our platform, you agree that decisions made by ProLink moderators during dispute resolution are final and binding.