Dispute Resolution Policy

1. When Can You Open a Dispute?

You may open a dispute on any order that is currently In Progress, Delivered, or Completed. Disputes must be opened in good faith when you believe the terms of the order have not been met. Common reasons include:

• Work delivered does not match the agreed-upon description or requirements
• The professional failed to deliver within the agreed timeframe
• The quality of work is significantly below what was promised
• Communication breakdown that prevents order completion
• Unauthorized charges or billing discrepancies

2. How to Open a Dispute

To open a dispute, navigate to your order detail page in the dashboard and click "Open Dispute". You will need to provide:

• A short reason summarizing the issue (up to 200 characters)
• A detailed description of the problem (up to 5,000 characters)
• Any supporting evidence such as screenshots, files, or correspondence (optional but recommended)

3. What Happens After You Open a Dispute

Once a dispute is opened, the order enters a "Disputed" state. Payments are held securely in escrow and will not be released until the dispute is resolved. The other party is immediately notified and both parties can:

• Add comments to the dispute timeline to present their case
• Upload additional evidence to support their position
• Communicate directly to try to reach a mutual resolution

4. Escalation to Admin Review

If you and the other party cannot resolve the issue between yourselves, either party may escalate the dispute to Tomeer's admin team for review. Once escalated, the dispute status changes to "Under Review" and our team will examine all evidence, communications, and the original order terms.

5. Admin Resolution

After reviewing all available information, our admin team will make a final decision. The resolution will favor either the client or the professional:

• Favor Client: The payment is fully refunded to the client, and the order is cancelled.
• Favor Professional: The payment is released to the professional, and the order is marked as completed.

Both parties are notified of the decision via in-app notification. All resolution decisions are final.

6. Evidence and Documentation

We strongly encourage both parties to maintain thorough documentation throughout every order. This includes saving all messages, keeping records of agreed-upon requirements, and documenting delivered work. In a dispute, clear evidence significantly helps our team make a fair decision.

7. Timeframes

• Disputes should be opened as soon as an issue is identified, ideally within 14 days of order completion
• Both parties have the opportunity to respond and provide evidence before escalation
• Once escalated, our admin team aims to resolve disputes within 5 business days

8. Prohibited Conduct

The following actions may result in an unfavorable resolution or account sanctions:

• Filing disputes in bad faith or as a means of obtaining free work
• Threatening the other party or using abusive language
• Submitting falsified or manipulated evidence
• Attempting to circumvent the platform's payment system
• Repeatedly opening disputes without valid cause

9. Prevention Tips

For Clients: Clearly define your requirements before placing an order. Use milestones for large projects. Review deliverables promptly and communicate any issues early.

For Professionals: Confirm all requirements before starting work. Provide regular progress updates. Deliver work that matches the agreed-upon scope and quality standards.

10. Contact Us

If you have questions about this dispute policy or need assistance with a dispute, please contact our support team at support@tomeerint.com.