Dispute Resolution Policy

1. Overview

Escrow works because there is a fair way to resolve disagreement. This Policy explains how Saharix handles disputes about a contract or milestone funded through the Platform. Our role is limited and specific: we decide how escrowed funds are allocated, based on the agreed scope and the evidence. We do not adjudicate unrelated legal claims, and using this process does not prevent a party from pursuing other legal remedies.

2. When a Dispute Can Be Opened

A dispute can be opened on an active contract whose funds are still in escrow, by either the buyer or the seller, from the contract screen. A dispute should be opened when:

• delivery is incomplete or materially different from the agreed scope;
• a buyer and seller cannot agree on release of the funds;
• a milestone was funded by mistake but work has already started, making the refund path unavailable.

The dispute freezes the funds in question: nothing is released or refunded automatically while the dispute is open.

3. How to Raise a Dispute

• Open the contract and choose Open a dispute.
• Describe the problem with at least 10 characters.
• A good description states what was agreed, what was delivered, and what you believe should happen with the funds.

Both parties are notified immediately. Vague descriptions slow the review down; specific ones speed it up.

4. Evidence and Timelines

After a dispute is opened, both parties may submit evidence through the Platform:

• contract descriptions and milestones;
• work files and milestone evidence already uploaded;
• messages within the Platform;
• screenshots and other documents that support their position.

Parties should upload their evidence within 5 business days of the dispute being opened. Our resolution team reviews the materials and may ask either party for clarification. Most disputes are decided within 10 business days of both parties submitting evidence or the deadline passing, whichever comes first. Complex disputes may take longer, and we will tell you if they do.

5. What Our Resolution Team Looks At

• the documented scope of the contract and milestones;
• the evidence submitted by both parties;
• the platform record of delivery and approval activity;
• these Terms and Policies.

We cannot verify facts outside the Platform, so evidence uploaded elsewhere carries less weight. Where a seller delivered part of the scope, we look at a fair proportionate outcome rather than all-or-nothing.

6. Possible Outcomes

• Release to the seller of the full disputed amount, where the work meets the agreed scope;
• Full refund to the buyer, where the work does not meet the scope or was not delivered;
• Split outcome, releasing part of the funds to the seller for delivered work and refunding the remainder to the buyer;
• Where both parties agree, any other allocation they jointly request.

Outcomes are executed on the escrowed funds only. Sellers are reminded that released funds are paid out net of the platform fee, and fee treatment on split outcomes is stated in the decision notice.

7. Decision, Appeal, and Finality

Both parties receive the decision and its reasons in writing, and the money stays in escrow through the appeal window. If a party believes the decision overlooked material evidence, they may appeal once, within 5 business days, from the contract screen by describing the evidence the decision missed. A different reviewer handles the appeal, and the appeal decision is final within the Platform. The escrow outcome is executed once the appeal window closes and every appeal is decided, and the contract is then closed.

8. Bad-Faith Disputes

Disputes opened to delay payment, extract free work, or otherwise abuse the process are a breach of our Terms. We may decide such disputes immediately on the available record, and repeated bad-faith disputes can lead to account suspension.

9. Contact

Questions about an open dispute should be raised within the contract so there is a record. For questions about this Policy itself, contact support@saharix.com.