Dispute Resolution Policy

1. Introduction

This Dispute Resolution Policy describes the Platform Dispute Review process Glancers uses to help resolve a conflict between a Client and a Freelancer regarding a Project. It provides a structured, evidence-based internal review process. It operates together with the Work Delivery & Acceptance Policy, the Refund & Chargeback Policy, the Evidence & Proof Policy, and the Platform Decision Authority Policy.

The Platform Dispute Review process described in this Policy is an internal mechanism operated by Glancers. It determines the contractual and Platform consequences of a dispute as between the Client, the Freelancer, and Glancers — including whether Freelancer compensation becomes payable, whether a Client refund or adjustment is due, and whether an account restriction is appropriate. It is not a court proceeding or formal arbitration, Glancers is not acting as a judge or arbitrator, and this Policy does not purport to adjudicate legal ownership of money held by a third party. Using this process does not, by itself, waive a party's non-waivable rights under applicable law, and nothing in this Policy prevents either party from pursuing any remedy available under applicable law.

2. Dispute Scope

2.1 Eligible Disputes

A dispute may be raised for a deliverable that does not match the agreed specifications, an unjustified delay in delivery, rejection of valid work without a documented reason, or a breach of agreed contractual terms recorded on the Platform.

2.2 Matters Outside This Process

The Platform Dispute Review process does not cover an agreement or communication conducted entirely outside the Platform, a subjective quality disagreement not defined in the original scope, or work not documented within Platform records. A Custom Contract approved and recognized under the Custom Contracts Policy is not treated as an agreement conducted entirely outside the Platform. Parties remain free to pursue any remedy available under applicable law for these matters.

2.3 Time Eligibility

A dispute must be initiated within the review window described in Section 12 of the Project Lifecycle Policy and before the related Freelancer compensation becomes payable.

3. Dispute Initiation Process

3.1 Informal Resolution First

Before initiating a formal dispute, both parties are encouraged to attempt resolution through the Platform's messaging system.

3.2 Dispute Submission Requirements

The initiating party must submit a clear summary of the dispute and supporting evidence (such as messages, files, logs, or timestamps). An incomplete submission may be returned for additional information before review begins.

3.3 Temporary Restriction Pending Review

Upon initiation of a dispute, the internal accounting record associated with the related milestone is temporarily marked under review, and no compensation-payable determination, payout, or refund action is taken with respect to that amount until the dispute is resolved under this Policy. This is an administrative restriction on an internal Platform record, not a description of Glancers taking legal custody of money belonging to the Client or the Freelancer.

4. Review Process

4.1 Role of the Platform Dispute Review Team

Glancers assigns a member of its internal Platform Dispute Review team to review the submitted evidence and evaluate the matter against the documented Scope of Work.

4.2 Additional Evidence Requests

The Platform may request additional documentation and set a reasonable deadline for a response, typically 48-72 hours. Failure to respond within that time may result in a decision based on the evidence available at that time.

4.3 Evidence Considered

Glancers evaluates available platform records, timestamps, communications, submitted evidence, and relevant transaction records, in accordance with the Evidence & Proof Policy. Evidence that cannot reasonably be verified may be given less weight.

4.4 Third-Party Expert Review

For a complex or technical dispute, the Platform may engage an independent third-party expert and allocate the associated cost to one or both parties as reasonably appropriate, disclosed to the parties in advance where practicable.

5. Resolution Outcomes

5.1 Decision Types

A Platform Dispute Review decision determines the contractual and Platform consequences of the dispute, which may include: the corresponding Freelancer compensation becoming payable; a Client refund in accordance with the Refund & Chargeback Policy; or a partial outcome in which Glancers separately determines the applicable Freelancer compensation and Client refund based on the proportion and usability of verified completed work.

5.2 Reasoned Outcome and Internal Finality

For a financially significant dispute, Glancers provides a reasoned outcome summary explaining the basis for the decision, to the extent this does not compromise the integrity of an ongoing investigation. A Platform Dispute Review decision is treated as final within the Platform's internal process and is implemented promptly, but may be reconsidered through the Appeals & Reconsideration Policy, and does not itself determine, waive, or limit either party's rights under applicable law.

5.3 Impact on Accounts

A dispute outcome may affect a Trust Score, account privileges, or platform access in cases of repeated violations or bad-faith conduct, in accordance with the Trust Score & Risk Scoring Policy.

6. Dispute Review Costs

Where a dispute requires an independent third-party expert under Section 4.4 or otherwise involves a cost Glancers actually incurs beyond its ordinary internal review, the Platform may charge an administrative dispute-review cost. Any such cost reflects the actual expense reasonably incurred (for example, the third-party expert's fee) rather than an open-ended fixed amount or a percentage of the disputed milestone value set by this Policy, and is disclosed to the affected party in advance where practicable and, where required by applicable law, agreed to before it is charged. The Platform's own internal review of a dispute (not involving a third-party expert or other out-of-pocket cost) does not itself carry a separate charge under this Section. Any cost charged under this Section may be assigned to the party whose position the review does not support, or shared between the parties, as reasonably appropriate to the circumstances.

7. Anti-Abuse and Intellectual Property After Dispute

7.1 Anti-Abuse Measures

The Platform may take action against a User who files a fraudulent or bad-faith dispute, misrepresents facts, submits false evidence, or abuses the dispute process to delay a Client's payment obligation or a Freelancer's compensation eligibility, which may include account restriction, a financial penalty tied to a documented cost, or removal from the Platform, subject to the Violation & Penalty Policy.

7.2 Intellectual Property After a Dispute-Based Refund

Where a dispute results in a refund to the Client, rights or ownership in the work product associated solely with the refunded amount do not remain transferred to the Client, except for rights that cannot legally be reversed or where the parties expressly agree otherwise, in accordance with the Intellectual Property Ownership Policy and the Refund & Chargeback Policy. Continued use of that work product outside any rights that remain in place may constitute a violation of the Freelancer's intellectual property rights.

8. Effective Date

This policy is effective upon publication and subject to updates at the Platform's discretion.

Procedural Review & Appeals

Any adverse administrative action, temporary restriction, or account decision taken under this policy is subject to procedural review and may be appealed in accordance with the Appeals & Reconsideration Policy.

Version History

• 2026-09 — Clarified the conditions for custom contractual arrangements. Aligned references to the milestone review window and related timing.
• 2026-09 — Revised selected provisions for accuracy and consistency with related policies.
• 2026-09 — Clarified consistency with related policies and qualified statements about Platform features.
• 2026-09 — Updated payment, compensation, and relationship terminology to reflect that Clients purchase Services from Glancers and that Glancers separately engages and compensates Freelancers.