Purpose
This is an internal process to resolve issues with delivery, revisions, acceptance, payment allocation and our platform service. It is not compulsory binding arbitration, a court judgment or a replacement for statutory consumer, payment or judicial remedies.
QUANTROQ may facilitate a settlement and administer supported payment instructions within the authority given by the parties and the provider. We do not claim unrestricted power to seize money or override a provider, court or competent authority.
Raising an issue
A client should submit reasonably specific feedback within the 72-hour review window when the delivery does not meet the brief. A freelancer may raise an issue about missing client inputs, unreasonable new scope, payment or unresolved acceptance.
Use the project dispute facility where available, or email [email protected] with the order number, disputed amount, relevant facts and requested outcome. An email received before the deadline is not disregarded merely because the user could not access the in-platform control.
If an issue is reported in time, automatic acceptance must be suspended for the affected delivery. Only the amount genuinely in dispute should be restricted where separation is practicable; undisputed entitlements should not be blocked without a distinct lawful reason.
Evidence and participation
Useful evidence includes the accepted brief, proposal, agreed changes, deadlines, messages, deliverables, timestamps, review notices and payment records. Both parties should preserve originals and avoid altering or deleting relevant material.
We normally acknowledge a dispute within two business days and invite the other party to respond. Each side must have a reasonable opportunity to address material evidence before a payment-allocation decision; a reviewer must not treat silence as automatic proof when notice or access failed.
Submit only material needed for the dispute and redact unrelated personal data. We may restrict disclosure of confidential identity or security information while providing enough substance for a fair response.
Revision and settlement options
Possible outcomes include a documented revision plan, full acceptance and payment, cancellation and refund, partial payment for accepted work, or another lawful agreement. Up to three included revision rounds do not require a client to accept work that still materially fails the brief.
We assess the accepted scope, quality and completeness of delivery, agreed timing, client dependencies and relevant consumer protections. We will not infer a right to extra payment solely because a freelancer spent more time than expected.
If a partial settlement is appropriate, the platform fee is 8% of the final gross work remuneration payable under the Payment and Payout Policy. The written outcome must show that remuneration, the 8% freelancer fee, client refund and net freelancer entitlement; no separate client platform fee applies.
Decision, timing and review
We aim to give a reasoned outcome within 15 business days after receiving the material evidence needed, and to update both parties if complexity or missing information causes delay. This service target does not suspend a statutory cancellation or reimbursement deadline.
A reviewer must act impartially and disclose a relevant conflict. Where practical, a second reviewer considers a challenge to the initial outcome.
Either party may request internal review within 14 calendar days after the outcome notice, explaining a factual error, procedural problem or new material evidence. Missing that internal target does not extinguish a statutory claim or access to a court.
A platform decision governs only the contractual administration we are authorised to perform. We will explain whether a further hold is lawful and necessary during review rather than imposing an automatic indefinite freeze.
Fraud, safety and external remedies
Urgent threats, suspected unauthorised payments or legally restricted transactions may require immediate proportionate action and referral to the payment provider or competent authority. Disclosure may be limited where the law requires it.
Users may contact their payment provider or exercise lawful chargeback rights, but must disclose amounts already refunded and must not seek duplicate recovery. Reporting a dispute in good faith must not itself trigger punishment or forfeiture.
Consumers retain mandatory rights to court proceedings and applicable external redress. We do not claim membership of an ADR scheme unless it is actually confirmed; where law requires an ADR disclosure after a complaint is exhausted, we will provide the relevant body and state whether we are obliged or willing to participate.
Complaints about QUANTROQ
For fees, account restrictions, privacy handling or service failures attributable to us, state that the complaint concerns the platform rather than only the freelancer. We will identify the responsible team and provide a response or progress update through the registered email.
Privacy complaints may also be raised with the competent data protection authority. Neither the freelancer’s independence nor the internal dispute process excludes our responsibility for our own conduct.