Dispute Resolution Policy
Last Updated: July 26, 2026 · Fair, transparent arbitration for contract disagreements.
1. Dispute Initiation
If a disagreement arises between a Client and Freelancer regarding milestone deliverables, project scope changes, or deadlines, either party may file a formal Dispute Ticket through the contract management console.
2. Mediation Period (72 Hours)
During the initial 72-hour mediation window, both parties are encouraged to communicate directly within the Zoodo contract workspace to reach a mutual resolution (e.g. scope adjustment or milestone revision).
3. Evidence Submission & Arbitration
If a mutual resolution cannot be reached during mediation, the dispute escalates to Zoodo Arbitration Officers for review:
- Both parties submit supporting evidence: original project specification, chat transcripts, code repositories, design prototypes, and deliverable files.
- Arbitrators evaluate the contract terms, project requirements, and evidence submitted.
- Zoodo issues a binding decision: full milestone release to freelancer, full refund to client, or partial split release.
4. Refund Processing
Approved refunds are credited back to the Client's Zoodo wallet or returned to the original Mobile Money / Card account within 3 business days.