SaforaX provides mediator-assisted dispute resolution for milestone-based projects. Our goal is fair, fast resolution that respects the rights of both clients and freelancers. All disputes are resolved under Indian contract law.
Disputes must be raised within 7 days of milestone submission. Valid reasons include:
Disputes cannot be raised for:
Either party raises a dispute with evidence (screenshots, messages, deliverables). SLA: Dispute appears in queue within 1 hour.
A qualified mediator is auto-assigned. Mediators cannot be parties to the dispute. SLA: Mediator must acknowledge within 24 hours.
Both parties submit evidence. Mediator reviews all materials and may request clarifications.
Mediator attempts to facilitate a mutual agreement. If successful, both parties approve the resolution.
If mediation fails, the mediator issues a binding decision:
- Favor Client: Full or partial refund
- Favor Freelancer: Full payment release
- Split: Partial refund + partial release (custom %)
Funds are automatically released according to the resolution. Payouts to freelancers take 1-3 business days.
If you believe a mediator acted with bias or gross negligence, you may escalate to our internal review board within 48 hours of the decision. Final escalation is to a designated representative as per the Arbitration and Conciliation Act, 1996.
The first 3 disputes per user are free. Subsequent disputes incur a ₹500 dispute fee (refunded if you win). This prevents frivolous disputes and ensures serious usage.
For dispute-related queries, contact disputes@saforax.com or raise a dispute from your project dashboard.