1. Introduction
Doully.io is dedicated to ensuring a transparent and secure environment for AI and Automation collaborations. This policy outlines the procedures for handling cancellations, refunds, and disputes for both Services (Gigs) and Ongoing Projects. By using our platform, you agree to the arbitration process handled by the Doully Admin Team.
2. Service-Specific Disputes (Fixed-Price Gigs)
A. Employer’s Rights & Actions
An Employer can manage their purchased services under Manage Tasks -> My Tasks.
- Completion: Once satisfied, the Employer marks the task as complete to release funds.
- Cancellation/Refund: If the Freelancer is unresponsive or fails to meet the deadline, the Employer may create a Refund Request.
- Post-Cancellation: Once a task is cancelled, the communication section for that specific task is disabled to prevent further conflict.
B. Freelancer’s Rights & Response
Freelancers view their orders under Manage Tasks -> Orders. If a refund is requested, the Freelancer has three paths:
- Reply to Refund: Initiate a discussion to resolve misunderstandings.
- Allow Refund: Voluntarily return the funds to the Employer.
- Decline & Dispute: If the Freelancer has performed the work, they may decline the refund. If the Employer persists, a Formal Dispute is created and sent to the Doully Admin.
3. Project-Specific Disputes (Milestone/Ongoing Projects)
A. Raising a Dispute
When a project is in the “Ongoing” status, either party may encounter issues regarding the agreement.
- Freelancer’s Power: The Freelancer can “Raise a Dispute” if the project scope changes unfairly or if the Employer is not providing necessary access.
- Status Change: Upon raising a dispute, the project status immediately changes from “Ongoing” to “Disputed”, notifying the Admin.
B. Project Visibility Post-Dispute
To maintain marketplace quality, the following rules apply to disputed projects:
- Single-Freelancer Projects: If a project with only one freelancer is disputed, it will be hidden from the public listing.
- Multi-Freelancer Projects: If the proposal limit hasn’t been reached, the project remains visible. However, if all active proposals enter a “Disputed” status, the project is automatically removed from the listing.
4. The Arbitration Process (Admin Intervention)
Once a dispute is filed:
- Neutral Review: The Admin accesses the dispute dashboard to view all details.
- Internal Messaging: The Admin has the authority to message both users privately within the dispute interface to gather evidence.
- Evidence Criteria: Decisions are based on the original project description, the submitted deliverables, and the internal chat history.
5. Winning a Dispute & The Wallet System
A. Decision Outcomes
The Admin will officially declare a “Winner” for the dispute:
- Freelancer Victory: The funds are credited to the Freelancer’s account and become available for withdrawal after the standard clearance period.
- Employer Victory: The funds are credited to the Employer’s Wallet.
B. Non-Withdrawable Credits
Crucial Policy: Any funds returned to an Employer’s Wallet following a dispute or refund are non-withdrawable.
- These funds cannot be sent back to a bank account or credit card.
- They are strictly intended for re-use within Doully.io to purchase other services or hire different experts.
6. General Rules for Both Parties
- No Outside Communication: We only recognize evidence from the Doully chat system. Communication via WhatsApp, Email, or Slack is at your own risk and will not be considered during arbitration.
- Finality of Decision: The Admin’s decision on a dispute is final. Both parties agree to abide by the resolution provided by Doully.io.
- Fraud Prevention: Any user found abusing the dispute system to gain free work or avoid payment will face permanent account suspension.