As part of our commitment to you and all our community members, Contra offers dispute resolution assistance as outlined in our contract. This guide is an overview of how this process works as well as answers to frequently asked questions.
If you have any questions - just let us know, we’re here to help!
During Contra's 14-Day Dispute Assistance Period
Once you submit a dispute, Contra’s support team will reach out over email and begin the 14-day dispute assistance period.
During this time, we will help facilitate a mutual agreement between both parties over email. Once both parties are in agreement, we can process refunds as needed and cancel your project.
To expedite this process, please let the Contra support team know what your ideal resolution is and respond to emails in a timely manner.
Most disputes are resolved within this timeframe
After Contra's Dispute Assistance Period
If you are unable to come to a mutual agreement before the 14-day dispute assistance period ends, we ask that you reach out directly to the other party to come to a mutual agreement.
Here are some tips for this:
Be clear and specific about your concerns.
Try to remain calm and professional.
Offer constructive solutions that can benefit both parties.
If a mutual agreement cannot be reached, you have the option to take the dispute to an independent third party for arbitration or court action.
When a dispute is raised, the funds in question are held in escrow for three months to allow ample opportunity for an agreement to be reached or a resolution to be provided by an independent third party.
FAQs
Can Contra make the final decision for my dispute?
Can Contra make the final decision for my dispute?
No. We cannot decide your resolution for you, we can only help facilitate a mutual agreement.
What if we decide to work together again?
What if we decide to work together again?
Just let us know and we can resume your project!
What happens once my 14-day assistance period ends?
What happens once my 14-day assistance period ends?
After this period ends, both parties need to communicate directly or seek third party arbitration to find a mutual agreement that can be shared with Contra before the 3-month waiting period is over.
Can I get my upfront payment refunded?
Can I get my upfront payment refunded?
Upfront payments and payments that have already been transferred out of a Contra wallet are not eligible for refunds since these funds are no longer in our possession. If a freelancer decides to issue a refund for any upfront payments, this refund will need to be handled outside of Contra.
Can Contra process my refund immediately?
Can Contra process my refund immediately?
We cannot process any refunds until there is a mutual agreement between both parties.
What if one party is unresponsive or a bad actor?
What if one party is unresponsive or a bad actor?
Please share this with us so we can investigate further and take action against their account if needed.