Dispute Resolution Policy

Effective Date: 20/11/24

Last Updated: 20/11/26

At WePay Technologies Pvt. Lt d. ("WePay", "we", "our", "us"), we strive to maintain a transparent, secure, and trustworthy platform where freelancers and clients can collaborate effectively. While most engagements are completed without issues, we understand that disputes may occasionally arise. This policy outlines the process for resolving conflicts fairly and efficiently.

2. Scope of the Policy

This policy applies to all users (freelancers and clients) of the WePay Platform who have entered into a work agreement through the platform and experience issues related to:

Non-payment or underpayment

Work quality or scope disagreements

Missed d eadli n es

Misrepresentation or breach of terms

Refund or milestone release disputes

3. General Guidelines

WePay acts as a neutral facilitator and does not make legal judgments.

Both parties are expected to communicate professionally and respectfully throughout the resolution process.

Disputes must be raised within 14 days of the final milestone due date or last communication.

The project in question must be conducted entirely on the WePay Platform.

4. Raising a Dispute

To initiate a dispute:

Go to the project page or contract dashboard.

Click on "Raise a Dispute".

Fill out the dispute form, stating:

Reason for the dispute

Supporting evidence (e.g., messages, files, timeline screenshots)

Proposed resolution (partial/full refund, work revision, etc.)

Submit the form. The other party will be notified immediately.

5. Dispute Mediation Process

Once a dispute is raised:

a. Notification & Review

Both parties are notified via email and in-app alerts.

WePay’s Dispute Mediation Team reviews the submitted materials.

b. Response Time

The other party has 3 business days to respond with their side of the story and evidence.

c. Mediation

A WePay Mediator facilitates communication between the parties.

Mediation will be conducted via email, chat, or scheduled calls.

Both parties may present evidence, proposals, and counter-offers.

6. Resolution Outcome

Possible outcomes include:

Full or partial payment to the freelancer

Full or partial refund to the client

Reopening the project with revised terms

Cancellation of the contract without payment/refund (in rare cases)

WePay’s decision is final and binding when both parties agree to mediation.

7. Payments Under Dispute

Payments related to the disputed milestone will be temporarily held in escrow.

Funds are not released until a resolution is reached.

8. Refusal to Participate

If a party refuses to participate in the dispute process:

The mediator may rule in favor of the party who provided valid evidence.

Accounts showing consistent avoidance or abuse may be suspended or terminated.

9. Legal Action

If a dispute cannot be resolved within the Platform, either party may seek legal remedies outside of WePay. In such cases, WePay will not be held liable for the outcome and will not provide legal representation.