Refund Policy & Dispute Resolution

 

Disputes are reviewed and handled on a case-by-case basis. If you have any questions about a Session, Freelance Job, Code Reviews, and/or Direct Payment, please email us before the payouts are confirmed to Advisors (" Developers")

After a dispute is initiated, if we do not receive a response from the Client or Advisor (" Developer") after 7 calendar days, we reserve the right to do the following:

  • For Live 1:1 Sessions: Close the dispute
  • For Suspended Freelance Jobs and Code Reviews: Release the disputed funds to the responding party, no matter if the job is suspended or completed

Please refer to the subsections below for more details about the specific policies for Live 1:1 Sessions, Freelance Jobs and Code Reviews (both Suspended and Completed), and Direct Payments.

When a dispute is being reviewed, Freelance United Linux reserves the right to use a third-party arbitration service to make a final decision about how the dispute should be handled.

2.1 Live 1:1 Sessions

Advisors (" Developers") can refund Clients at any time before the Advisor (" Developer") receives the payout for the session. Advisors (" Developers") are highly encouraged to refund Clients who are unsatisfied within reason during a live session. We reserve the right to pause or delay the payout for a session if a dispute arises, or when a dispute may potentially arise.

If a Client experiences an issue during a live 1:1 session, the Client must submit an invoice question at the end of the session. Freelance United Linux may reach out to the Client and/or Advisor (" Developer")  to resolve the invoice question, and when this occurs, the Client and Advisor (" Developer")  are required to reply to our emails within 7 calendar days unless the invoice question is resolved, otherwise we reserve the right to resolve the case in favor of the party that does respond to our emails (“responding party”).

An invoice question is considered resolved when it has been refunded by the Advisor (" Developer") or paid by the Client after the invoice question was created.

For sessions in which the Client did not submit an invoice question, Freelance United Linux Support must be contacted about the dispute within 7 calendar days after the end of the session to help the Client and Advisor (" Developer") initiate mediation. Freelance United Linux may reach out to the Client and/or Advisor (" Developer")  to resolve the invoice question, and when this occurs, the Client and Advisor (" Developer")  are required to reply to our emails within 7 calendar days unless the invoice question is resolved, otherwise we reserve the right to resolve the case in favor of the responding party.

2.1.1 Invoice question handling when Advisor (" Developer") or Client is unresponsive

If the Advisor (" Developer") does not respond to our emails about the invoice question within 7 calendar days, the Advisor (" Developer") will not receive the payout for the session. If the Advisor (" Developer") has already received the payout for the session, the payout amount will be deducted from the Advisor (" Developer") future payouts.

If the Client does not respond to our emails about the invoice question within 7 calendar days, the Client authorizes Freelance United Linux to charge the Client for the full cost of the session, and the Advisor (" Developer") will receive the payout for the session.

2.2 Suspended Freelance Jobs and Code Reviews

After a Freelance Job or Code Review (“job”) is marked as complete, Advisors (" Developers") can refund Clients partially or in full at any time before the Client confirms the job is complete.

If an Advisor (" Developer")  submits a Freelance Job or Code Review for review, but it was not completed according to the specifications agreed upon prior to the creation of the job, the Client must immediately suspend the job and discuss the concerns with the Advisor (" Developer")  . Suspending the job will pause the payout to the Advisor (" Developer") so that a resolution can be reached. If the job is not suspended within 5 calendar days after the Advisor (" Developer") had submitted the job for review, the Client agrees that the payment on escrow should be released and sent to Advisor (" Developer") and the payment is non-refundable.

A suspended job is considered resolved when it has been canceled or marked as completed.

If the Client and/or Advisor (" Developer") needs assistance in coming to a resolution for the suspended job, Freelance United Linux Support must be contacted within 7 calendar days after the Advisor (" Developer") had submitted the job for review in order to initiate a mediation.

Once the job is suspended by the Client, Freelance United Linux Support may also reach out to the Client and/or Advisor (" Developer") to initiate a mediation. When this occurs, the Client and Advisor (" Developer") are required to reply to our emails within 7 calendar days unless the suspended job is resolved, otherwise we reserve the right to resolve the case in favor of the responding party.

During mediation, if we don’t receive a reply within 7 calendar days, we reserve the right to resolve the case in favor of the responding party. If the responding party is the Client, the funds will be refunded in full to the Client. If the responding party is the Advisor (" Developer"), the funds will be released from suspension and processed to the Advisor (" Developer").

If the Client and Advisor (" Developer") are unable to come to a resolution during the mediation, the Client and Advisor (" Developer") agree to allow Freelance United Linux to use a third-party arbitration service to make a final decision about how the dispute should be handled. The Client and Advisor (" Developer") agree that the decision made by the third-party arbitrator is final and irrevocable.

Once an agreement has been reached by both parties, the Client should confirm the payment to release the payment from suspension to the Advisor (" Developer"). Freelance Jobs and Code Reviews that are marked/confirmed to be complete are non-refundable.

2.3 Completed Freelance Jobs and Code Reviews

Freelance Jobs and Code Reviews are considered “Completed” after one of the two following scenarios, after the Advisor (" Developer")  has submitted his/her work for review (i.e. the “Pending Review” status): (i) after the Client clicks “Confirm Now” and confirms that the payment is non-refundable, and (ii) 5 calendar days after the Advisor’s (" Developer’s")  work is Pending Review.

Clients are solely responsible for making sure that the work or service received was satisfactory before clicking “Confirm Now” or within 5 calendar days of the job’s Pending Review status, whichever comes first. All completed Freelance Jobs and Code Reviews are non-refundable.

2.4 Direct Payments

Direct Payments can be made if an Advisor (" Developer") has completed a task or if additional payment to the Advisor (" Developer") is needed (e.g. a tip after a completed session or job). Direct Payments is only to be used to compensate Advisors (" Developers") for already completed work or service, therefore the payment is non-refundable. Clients are responsible for making sure that the work or service received was satisfactory before creating the Direct Payment.