Most problems on a marketplace come from a gap between what was expected and what was delivered. This policy sets out a fair, predictable process. It applies to disagreements between buyers and sellers, and to disagreements between you and Softqora.
1. Step one: talk it through
Raise the issue with the other party in the order messages, clearly and promptly. State what you expected, what happened, and what you want (a revision, partial refund, extension or cancellation). Most issues end here. Keep the conversation on the Platform so it is on record.
2. Step two: open a dispute
If you cannot agree within 3 business days of raising the issue, or the other party does not respond, either side can open a dispute from the order page. Raise it within 14 days after the delivery you object to, or after the date the work was due if it was not delivered. Disputes opened later may be declined unless the issue could not have been found earlier.
When you open a dispute you must say what the problem is, point to the part of the agreed scope it concerns, and attach evidence such as messages, files and screenshots.
3. What Softqora does
Softqora reviews disputes as a neutral facilitator:
- We tell the other party and give them 3 business days to respond and add evidence.
- We compare the delivered work to the agreed scope in the order, listing or proposal, plus the work-mode label. What was written on the Platform carries most weight.
- We may ask questions or ask for a call or a fix attempt.
- We aim to propose a resolution within 10 business days of having both sides' evidence. A resolution may be a revision, a partial or full refund, a release of payment to the seller, or a split.
Outcomes follow the order terms and these policies. We cannot decide issues that need a court, such as complex copyright ownership, or claims of criminal conduct. Our decision about payment held on the Platform is final as between the parties for that payment, but it does not stop either party using the legal route below.
4. Work-mode label disputes
A buyer can open a dispute if a deliverable was produced in a different way from its label, for example presented as Human Built when it was generated with little review. If the review finds the label was wrong, the buyer may receive a refund, and the seller may lose the listing label, face a ranking penalty or be suspended.
5. Evidence and fairness
Provide honest and complete evidence. Do not submit edited, fabricated or misleading material. Do not harass the other party or retaliate with reviews while a dispute is open. We may share the content of a dispute with the other party and with our payment partner as needed to resolve it.
6. Disputes with Softqora
If you have a complaint about the Platform or about us, write to support@softqora.dev with the details. We will acknowledge it within 5 business days and aim to resolve it within 30 days.
7. Legal route
If a dispute is not resolved through the steps above, it may be brought before the courts of Ras Al Khaimah, United Arab Emirates, under the laws stated in the Terms of Service. Nothing in this policy removes mandatory consumer rights you have under the law where you live, including any right to bring a claim in your home courts or to use an official consumer complaint channel.
8. Time limits
Claims relating to a Softqora order should be raised as soon as possible. Unless the law gives longer, claims about an order should be brought within 12 months of the order.