This Policy explains how disputes between Clients and Freelancers over Engagements are handled. Our goal is a fair, timely and evidence-based resolution.

Step 1 — Direct Resolution

Parties should first try to resolve issues directly through the Platform messaging within [5] days. Most issues are solved this way.

Step 2 — Open a Dispute

If direct resolution fails, either party may open a dispute. Escrowed funds relating to the disputed milestone are held while the dispute is reviewed.

Step 3 — Mediation by Ivynovahire

Our team reviews the Engagement terms, deliverables, messages and evidence submitted by both parties, and proposes a fair resolution — which may include full or partial release of funds, a refund, or revisions.

Step 4 — Arbitration (if needed)

If mediation does not resolve the dispute, the parties may escalate to binding arbitration as provided in the Terms of Use, or pursue rights available under applicable law. Users agree to cooperate and to provide truthful information throughout.