1. What this policy covers
This policy explains how problems with work arranged on Gigvora are resolved through the Resolution Centre: gigs, projects, milestones, hourly work, local tasks, services and bookings. It forms part of the Terms of Service.
It describes Gigvora's own process. It is not arbitration, and a Gigvora decision is not a court judgment. Nothing in this policy limits your statutory rights as a consumer or your right to take a claim to court or to an alternative dispute resolution body. [Placeholder: confirm the applicable consumer-law references and any ADR body with qualified legal advice.]
2. Who can raise a case, and when
- Only the client or the provider on a piece of work can raise a case about it.
- You can raise a case while the work is in progress and for up to 30 days after it is marked complete.
- One case can be open for a piece of work at a time.
- While a case is open, payment to the provider for that work is held.
3. How a case progresses
1. Response (DP-3.1). The other party has 5 days to respond with their side and any evidence. If they don't, the case goes to Gigvora review automatically. 2. Negotiation (DP-3.2). Either party can propose a settlement: a full or partial refund, releasing payment, rework, a new deadline, cancellation or another solution. If the other party accepts, it is carried out straight away and the case closes. 3. Gigvora review (DP-3.3). If you can't agree, either party can ask Gigvora to review. A trained Gigvora reviewer who is not connected to either party looks at the evidence. 4. Decision (DP-3.4). The reviewer records the outcome, the evidence considered, the rule applied and their reasoning. 5. Appeal (DP-3.5). Either party can appeal once, within 7 days of the decision. A different reviewer decides the appeal, and that decision is final within Gigvora's process.
4. How decisions are made
Reviewers decide against what was agreed on Gigvora and what actually happened:
- DP-4.1 Agreement: the listing, proposal, offer or booking that was accepted, including milestones, packages, scope and price.
- DP-4.2 Delivery against brief: whether the work delivered matches what was agreed, and on time, taking account of agreed changes.
- DP-4.3 Communication: messages on Gigvora, including agreed changes to scope, deadlines or price.
- DP-4.4 Hourly work: logged and approved time, within the weekly cap the client set. Hours above the cap aren't billable unless the client approved them.
- DP-4.5 Attendance: for local tasks and services, booking times, attendance and no-show reports.
- DP-4.6 Payments: the payment records held by our payment provider.
Gigvora may use software to organise evidence, but a person makes every decision. Gigvora does not act as a legal arbitrator.
5. Possible outcomes
- A full or partial refund to the client, paid back through the original payment method.
- Releasing payment to the provider, in full or in part.
- Rework or a revised deadline, with the work continuing.
- Cancelling the work.
Refunds and releases are carried out through Gigvora's payment provider, based on payments it has confirmed. If the provider has already been paid, Gigvora's payments team will contact both parties about how the outcome can be carried out.
6. Evidence
Provide clear, honest evidence: statements, the original agreement, scope and change orders, messages, delivery and revision history, time logs, attendance records and links. Don't submit anything you don't have the right to share, or other people's personal data that isn't needed. Submitting false or misleading evidence breaks the Acceptable Use Policy and may lead to account restrictions.
7. Card payment disputes
If you dispute a payment with your card issuer while a Resolution case is open, the card issuer's process takes priority for the money involved. Gigvora will provide information to the payment provider as required. [Placeholder: confirm chargeback handling wording with legal and payments advisers.]
8. Contact
For help with a case, use the case page or contact support. [Placeholder: company legal name, registered address and complaints contact.]