Dispute Policy

1. Purpose of the Dispute Policy

This Dispute Policy explains how WorkHorse Enterprise may review and resolve disagreements between employers and freelancers involving contracts, milestones, deliverables, escrow funds, payments, refunds, communication, and platform activity.

2. When a Dispute May Be Opened

• Work was not delivered by the agreed deadline.
• Work was delivered but does not meet the agreed project scope.
• An employer refuses to release escrow after acceptable work is completed.
• A freelancer claims the employer changed requirements after work began.
• A payment, refund, withdrawal, chargeback, or escrow issue needs review.
• There is suspected fraud, abuse, identity misrepresentation, or policy violation.

3. Before Opening a Dispute

Users should first attempt to resolve the issue through professional communication. Employers and freelancers are encouraged to clarify expectations, request revisions, share supporting details, and document all agreements inside WorkHorse whenever possible.

4. Evidence Considered

WorkHorse may review platform records including job posts, proposals, bids, contracts, milestone terms, messages, uploaded files, submitted work, approval notes, payment records, escrow records, refund records, notifications, timestamps, and account history.

5. Evidence Requirements

• Evidence should be clear, relevant, and connected to the disputed project or transaction.
• External screenshots or files may be reviewed but are less reliable than platform records.
• Users should not submit false, altered, misleading, or illegally obtained evidence.
• Failure to respond or provide evidence may affect the dispute outcome.

6. Possible Outcomes

• Release all escrow funds to the freelancer.
• Refund all escrow funds to the employer.
• Split funds between the employer and freelancer.
• Request revision, clarification, or additional evidence.
• Close the dispute if there is insufficient evidence.
• Suspend accounts or transactions if fraud or abuse is suspected.

7. Payment Provider Disputes and Chargebacks

If a third-party provider such as Stripe, PayPal, M-Pesa, a card issuer, or a bank opens a chargeback or payment dispute, WorkHorse may place related wallet or escrow funds on hold, pause releases, reverse credits, request evidence, or take account action.

8. Escrow During Disputes

Escrow funds connected to an open dispute may remain on hold until the dispute is resolved, a provider decision is received, or the parties reach an agreement.

9. User Responsibilities

• Keep communication professional and respectful.
• Respond to dispute requests within the requested timeframe.
• Submit truthful evidence and avoid harassment or threats.
• Keep project scope and acceptance criteria clear before work begins.

10. Abuse of the Dispute Process

Users may not use disputes to harass others, delay valid payments, obtain free work, manipulate reviews, avoid platform fees, or pressure users into off-platform transactions.

11. Finality of Decisions

WorkHorse may make a practical platform decision based on available evidence. This does not prevent either party from pursuing external legal remedies where applicable.

12. Contact

Dispute questions may be sent to support@workhorse.solutions.