Opening a dispute

Before opening a dispute, try to resolve it in the order messages. Most problems are misunderstandings and take two messages to fix.

When it makes sense to open one

• no delivery;
• significant delay;
• delivery substantially different from what was contracted;
• unusable files;
• scope not met;
• infringement of third-party rights;
• suspected fraud;
• abusive behaviour;
• unjustified refusal to correct.

What to attach

A description of the facts, messages, files, versions of the work, requirements, dates and other relevant evidence. Whoever does not reply within the stated deadline risks a decision made on the other side's evidence alone.

What can happen

TugaFreela acts as an operational mediator and can decide how the amounts processed through the platform are distributed. A dispute can end in full release to the freelancer, a full refund to the client, a partial refund, a partial payment, an obligation to revise, an extension, cancellation or account suspension.

Asking for a decision to be reviewed

You can ask for a decision to be reviewed when there is relevant new evidence, an obvious error, information already submitted that was not considered, or justified exceptional circumstances. An internal decision never prevents recourse to a court or to any other legal mechanism.