Dispute Resolution Policy

Introduction

The Dispute Resolution Policy is a number of guidelines, rules, and terms applied to one’s account and the services provided by SolutionInn. Upon signing up to SolutionInn, you hereby agree to the terms of the policy and affirm knowledge that the website may change or modify the agreement without prior notice. The revised agreement will come into effect the day it is posted on the website.


Dispute Initiation

In the event a student is not satisfied with the work provided by a tutor and wishes to receive a refund, a dispute may be raised on a project within 15 days of when the work was shared and delivered by the tutor. An email will be sent to the tutor, informing them that a dispute has been initiated. In the event a student initiates a dispute on a project in which payment has been released, said dispute will be nullified.

Student can initiate a dispute based on the one or more of the following reasons

  • Work was not completely delivered within the deadline.
  • There were mistakes in work received.
  • The work was delivered after the deadline.
  • The work was plagiarized or copied.
  • The work was not done as per instructions and requirements.

In the event a tutor does not receive payment within 15 days of delivering the project to a student, the tutor may initiate a dispute. If a tutor initiates a dispute before 15 days after delivering the work the dispute will be canceled due to prematurity. Once the dispute has been successfully initiated, an email will be sent to the student, notifying them of the dispute.


Negotiation

After the dispute has been initiated, the student and tutor are given two days to negotiate the terms of the dispute and resolve it mutually. Both parties may change the terms and/or amount of the refund, but only the party that initiated the dispute has the right to cancel said dispute. Both parties may share documents, files, or pieces of correspondence that support their stance so both parties can reach a mutually beneficial decision.


Moderation

If the two-day negotiation period passes with no decision agreed upon by both parties, then a moderator will intervene and decide on the matter objectively and accordingly. The decision made by the moderator is final and will not be influenced by the negotiations that have taken place. In some circumstances, a moderator may intervene in a negotiation to clear up confusion or to point both parties to a more peaceful, mutually beneficial conclusion.


Resolution

A resolution is reached by mutual agreement or by intervention of a moderator. The resolution may result in a partial refund, full refund, or no refund. Said resolution will incur the following fees:

Decision Service Fee Refund Fee
Partial Refund 5% or 15% of the project amount(whichever is greater). 25% or 15% of the milestone amount(whichever is greater).
Full Refund 5% or 15% of the project amount(whichever is greater). 25% or 15% of the milestone amount(whichever is greater).
No Refund 5% or 15%of the project amount(whichever is greater). Refund does not apply.

Service fee

Service fee is recovered from tutor’s earnings being $5 or 15% of the project amount (whichever is greater).

Refund fee:

Refund fee is recovered from tutor’s pending earnings in the event of either partial or full refund caused by the violation of SolutionInn policies or not meeting students’ requirements. Refund fee is currently $25 or 15% of the milestone amount (whichever is greater).

Partial refund:

If the resolution results in a partial refund the student and tutor receive the partial amounts as agreed. A refund fee of $25 or 15% of milestone amount (whichever is greater) is deducted from tutor’s pending earnings in the following cases.

  • When the work is completed partially by tutor resulting in settlement of less than full amount of the project.
  • When work is not satisfactory resulting in settlement of less than full amount of the project.

Full refund:

A full refund is made to client and refund fee of $25 or 15% of milestone amount (whichever is greater) is debited from freelancer’s pending earnings in the following cases

  • When the work is not done or delivered at all by tutor.
  • When the work done is not satisfactory to the student.
  • When the work is delivered after deadline.
  • When deadline is passed and student wants a refund.
  • When work is revoked / cancelled by the tutor after getting hired.
  • When tutor is found cheating with SolutionInn policies.(Suspension may applies)

Note

When work has been revoked / cancelled by the student after hiring a tutor, no refund fee is applied.