Dispute Policy

1. When you can raise a dispute

A client may raise a dispute if:

• The designer has gone silent and is not delivering within the agreed timeline.
• The delivered work is significantly different from the job brief.
• The CAD files are technically defective and cannot be used for manufacturing.

A designer may raise a dispute if:

• The client requests scope changes without agreeing to a Revision Quote.
• The client withholds approval without giving a reason.
• The client has stopped responding for an unreasonable time.

2. What disputes do not cover

• Subjective taste (“I don't like the style anymore”).
• Decisions made in the original brief that a party later changed their mind about.
• Quality differences within normal professional variation.

3. How a dispute is resolved

1. Either party raises a dispute through the job page.
2. All job actions pause — no new submissions, approvals, or revisions.
3. Our Dispute Manager reviews the full chat history, all submitted files, the original brief, and our Platform Rules.
4. The Dispute Manager decides one of: full payment to the designer, full refund to the client, a split, or dismissal (work resumes).
5. The decision is final.

Expected resolution time: 2–5 business days.

4. How funds are handled

Escrowed funds stay held until the dispute is resolved, then are released, refunded, or split per the decision and our Refund Policy.

5. Contact

Need help with a dispute? Email support@papertoprod.com.