Dispute resolution rules Last update 5 months ago

1. Terms and definitions

Arbitration Service is an independent service that handles disputes between Users.

Arbitrator - a representative of the Arbitration Service that handles the dispute.

Applicant - Customer/A contractor applying to the Arbitration Service with a claim against a second party.

Respondent - Customer/The contractor that received the claim.


2. Main provisions


  1. 2.1.Only a registered user of the Service can submit a claim to Arbitration.
  2. 2.2. Claims are accepted only on working days and are considered per the regulations.
  3. 2.3. In the absence of the Respondent within ten calendar days from the claim's acceptance date, the dispute is considered based on the Applicant's materials.
  4. 2.4. The review period is different for each dispute but may not exceed 30 business days and depends on the following factors::

  5. 2.4.1. The volume of materials considered.
  6. 2.4.2. Timely fulfilling requirements and providing answers to the Arbitrator's questions.
  7. 2.4.3. There is no need to conduct an expert assessment of the work results.
  8. 2.5. In exceptional cases, the Administrator of the Arbitration Service has the right to extend the time limit to consider the dispute.
  9. 2.6. The Arbitrator's decision is final and not subject to appeal.


3. Handling disputes over negative reviews


  1. 3.1. You can challenge the review only within three months from the date of its publication.
  2. 3.2. After submitting a claim, you can challenge another negative review only after 30 calendar days.
  3. 3.3. For the duration of the dispute review, the text of the response is replaced by the note "Pending Arbitration."
  4. 3.4. By the Arbitrator's decision, the review may be withdrawn, changed, or left unchanged.


4. Dispute resolution for secure payments


  1. 4.1. The Respondent assumes the obligation to complete/cancel the payment independently without counterarguments.
  2. 4.2. By the Arbitrator's decision, the payment may be completed or canceled.


5. Obligations of the parties to the dispute


  1. 5.1. Treat the Applicant respectfully/To the Respondent and the Arbitrator. Do not use obscene language or any offensive language.
  2. 5.2. Provide only reliable information.
  3. 5.3.Provide answers to questions and necessary materials as quickly as possible at the Arbitrator's request.
  4. 5.4. The Applicant and Respondent undertake to accept the decision of the Arbitrator unconditionally.