PROLANCER encourage users to resolve disagreements between themselves.
As a Hirer, Selecting the right freelancer for your project is very important and you should always try to choose the best collaborator for your project. Read more about How to find your right project partner on Prolancer.
As a freelancer, you should always provide accurate and clear communication with the Hirer and meet the project requirement. Please read more here about how to deliver a successful project.
This Policy sets out the process to be followed when a Hirer and Freelancer have a disagreement that cannot be resolved between themselves. A dispute can only be raised for the total or some of the available funds in the escrow account of the disputed job.
PROLANCER dispute resolution processes are as follows:
Step 1: New Dispute
Both parties; the Hirer and Freelancer can raise a dispute. The party which raises dispute should provide: The reason for dispute, brief explanation, relevant evidences and set the dispute amount.
- Raising disputes will have direct impact on the defeated party’s ranking and scoring on the platform. The defeated party will get up to 10% negative ranking or equal to a bad review (i.e., zero star review feedback). The ranking for the winning party will not be impacted;
- If the dispute cannot be resolved between both parties in Step 1 and 2, the dispute will be escalated to the Prolancer Dispute Resolution Team (DRT).
- Once a dispute is raised, the defendant party will be notified about the raised dispute and will have up to 4 working-days to accept or decline the dispute. If the defendant party fails to respond, they will automatically forfeit the dispute;
- If the raised dispute is accepted by the defendant party, the disputed amount will be transferred to the complainant party. At this stage, neither of the parties will receive any negative feedback and they can still leave a review/feedback on each-other’s profile.
- If the dispute is declined by the defendant party, they need to provide the reason for decline, supported with evidences and set/propose a declined amount.
Please note: There will be a dispute handling fee applicable on the total disputed amount; If the dispute advances into Step 3, both parties will no longer be able to leave a review/feedback on the other party’s profile.
Step 2: Negotiate – Consensual
At this step, either parties can negotiate for their terms and have an opportunity to purpose one last final offer to the other party. The other party will be notified about the negotiation final dispute offer and will have up to 4 days to accept or decline the offer;
- If dispute negotiation final offer is accepted, the disputed amount will be distributed as per agreed negotiation. In this stage, neither of the parties will receive any negative feedback and they can still leave a review/feedback on each-other’s profile;
- Prolancer dispute handling fee will not apply if both parties resolve the issue between themselves in step 1 and 2;
- If dispute negotiation final offer is declined, the Dispute will be automatically escalated to the Prolancer dispute resolution Team.
Step 3: Dispute Resolution
PROLANCER Dispute Resolution Team (DRT) will investigate the dispute, read the communications, and evidences provided in the last 2 steps. If required, the Prolancer dispute resolution team will ask each party to provide further evidences or information to support their claims. This is the last stage where both parties can submit their final evidences to support their cases.
Both parties will have up to 4 days to provide any further evidence or information asked by the dispute team. Once the dispute has proceeded to Step 4, further evidence will no longer be accepted. Once the final evidences are received, the dispute will be resolved based upon the evidence provided through the Dispute System, or that is otherwise available to the Dispute Team, including, but not limited to the project description, workstream and correspondence between the parties.
STEP 4: Final Decision
The Dispute Team will review all evidence and other information provided to reach a decision (usually within 48 hours). Dispute verdicts are final, binding, and irrevocable. The party who wins the dispute will be refunded their Dispute Amount.
Once a final decision has been made, both parties will no longer be able to leave a review/feedback on the other party’s profile.
Dispute Resolution Team (DRT)
The role of the Dispute Resolution Team extends to making all actions necessary to resolve the case in an impartial, fair and evidence-based. You acknowledge that the verdict of the Dispute Resolution Team is final, binding, and irrevocable.
For Disputes concerning the quality of the delivered work, Dispute Resolution Team will consider whether the Freelancer has met general quality standards as defined in job description. Assessments on quality down to perceived taste or requiring specialist technical or subject matter expertise will not form part of the resolution decision.
Dispute Handling Fee
The dispute handling fee is £15.00 (plus VAT) GBP or 5% of the total dispute amount, whichever is greater. The fee will be deducted from the total available dispute funds when the funds are released from the escrow account to the winning party’s account. See our Service Charges Fees for details.
Users agree and accept that any payments and/or other actions made by PROLANCER in accordance with the resolution decision of a Dispute are made in good faith and Users shall have no cause of action against PROLANCER (whether in contract, tort or otherwise) in respect of the resolution decision or any such actions or payments made pursuant to it. Users further agree and accept that they have no right to seek to hold PROLANCER liable for a Hirer or Collaborator’s alleged actions or failures.