Dispute Resolution Services

What is the Dispute Resolution Service?

The Dispute Resolution Service is offered by TMRO App to users who wish to contest an existing Payment.  If an issue arises wherein you wish to negotiate the return or release of a Payment, you have the option to file a dispute. A dispute must be filed within 48 hours after the project (in question) is completed. After 48 hours, the TMRO App cannot support a dispute.

In all circumstances, we still encourage users to resolve project issues or disputes between themselves rather than use this service. It is provided only as a last resort should parties be unable to reach an agreement.

For information on how TMROs Dispute Policy works, continue reading below.

How can I file a dispute?
You can file a dispute right within your profile in the app. Simply select "Dispute" within the project in question and follow the steps.

What is the timeframe in which I can file a dispute?
You can file a dispute only within 48 hours after the project (in question) has been completed.

Can I dispute work that does not relate to a project?
No. You can only dispute a Payment related to a project. Note: The Payment is the one being disputed, not the project itself.

Can I submit more evidence after the dispute has been escalated to Arbitration?
No. You are free to submit evidence for your dispute only from Stage 1 to Stage 3. Once the dispute has proceeded to Stage 4 (Arbitration), further evidence will no longer be accepted. To know more about the dispute process, please read this: Dispute Resolution Policy

I accidentally clicked on the wrong button/typed the wrong amount! Could you change it back?
No. All actions made on the dispute system are final, binding, and irreversible. You are advised to be very careful when pressing a button or typing an amount. If you are unsure about what to do in your dispute, feel free to contact us at customercare@tmroapp.com.  

I lost the dispute! Can I file for reconsideration?
No. All dispute verdicts are final, binding, and irreversible.

Dispute Resolution Policy
This Policy sets out the dispute process to be followed when a “Client” = Buyer and “ Creative” = Seller  who have used the Payment system, elect to use the TMRO Dispute Resolution Process to resolve a dispute between them.

The TMRO Dispute Team
Both parties of the Dispute case can elect (voluntarily) to have their dispute arbitrated by the Dispute Team. The role of the Dispute Team extends to making all actions necessary to resolve the case in an impartial manner. You acknowledge that the conclusion of the Dispute Team is final, binding, and irreversible.  

Once a dispute is opened, a “Creative” = Seller is given 2 days to respond to it. Otherwise, they will automatically lose the dispute and the pending payment will be returned to the “Clients” = Buyer's account.  

Dispute Resolution Process

STAGE 1 - Identifying the issue
The complainant should select the Project and associated payment to be disputed.

After which, a description of the issue and an explanation of why the dispute is being opened should be given. From this stage until Stage 3, users are encouraged to attach any files that could support their claims.  

STAGE 2 - Negotiations
At this stage, either party can negotiate for partial compensation, a complete refund, or (after a period 2 days) choose to have TMRO’s Dispute Team arbitrate the dispute. Both parties will have the opportunity to tell their side of the story and also negotiate terms to resolve the issue between themselves.

Only the party who originally filed for the dispute can cancel the dispute. If the issue cannot be resolved through negotiation within the 2 day period, either party can choose  to have the dispute arbitrated by the Dispute Team.

STAGE 3 - Final Offers and Evidence

Stage 3 is the last stage where both Users can submit their final evidence to support their case. After Stage 3, the involved parties are no longer allowed to submit evidence. The dispute will be resolved based upon the evidence provided through the Dispute System, or that is otherwise available to the Dispute Team, such as the project description and correspondence between the parties.

Once the dispute has proceeded to Stage 4, further evidence will no longer be accepted.  

STAGE 4 - Arbitration
At Stage 4, the Dispute Team will review all evidence and other information provided to reach a decision (usually within 7 days.) Dispute verdicts are final, binding, and irreversible.

Evidence Requirements for Your Dispute
Should you elect to have the Dispute Team arbitrate your dispute, you agree to allow the Dispute Team to read all correspondence made on the Site and download or access, and test (if necessary), all uploaded files, programs, and websites related to the dispute for the sole purpose of having your dispute resolved.

You are highly encouraged to submit all the documents that would support your claims on your dispute.

Submit e-mail correspondence as screenshots or as *.eml files. If submitting screenshots, ensure that the "To", "From", and the "Date" bar is visible. E-mail correspondence sent in *.txt or *.doc or any word processing software will not be honored. For proof of external correspondence, users should provide screenshots of their entire unedited conversation.

IM (instant messenger) conversations should be submitted as screenshots of the conversation from the IM software. Correspondences sent in *.txt, *.doc, or any word processing software will not be honored.

Provide the products, contracts, and other files relating to the project and the dispute.

TMRO App will retain the confidentiality of the project and the privacy of the involved users and will not release the collected information to any party unless required by law.  The Dispute Team members are not lawyers and they do not provide legal advice.

The Dispute Team also has no connection to the courts or any other government body.  If you prefer to have your dispute resolved in court or through a lawyer, you are free to pursue that option instead of using the Dispute Resolution Process.  However, if you choose to use the Dispute Resolution Process, you agree that the outcome is binding on both parties.


Still Have Questions?
CustomerCare@tmroapp.com