Dispute Resolution Policy
Last updated: May 2026
Overview
We strongly encourage Employers and Freelancers to resolve disagreements directly through the platform's messaging system before escalating to a formal dispute. Most issues can be resolved with clear communication.
If direct resolution fails, Freelanced Nepal provides a structured dispute process with defined timelines. Escrow funds remain frozen throughout any active dispute and are only released upon resolution.
Who Can Raise a Dispute
Either the Employer or the Freelancer involved in a project or service order may raise a formal dispute. Disputes must be raised within 7 days of the delivery date. Disputes raised after this window will only be considered in cases of documented fraud or platform error.
How to Raise a Dispute
Navigate to the relevant project or service order in your dashboard and click the "Raise a Dispute" button. You will be asked to:
- Select the reason for the dispute
- Provide a clear description of the issue
- Upload supporting evidence (screenshots, files, messages)
Once a dispute is raised, both parties will be notified and the dispute process begins.
Dispute Timeline
Dispute opened
The opposing party has 48 hours to respond and submit their evidence. Both parties should upload all relevant documentation (deliverable files, messages, revision history, scope agreement).
Mediation period (up to 7 business days)
Our team reviews all submitted evidence and may reach out to both parties for clarification. We will attempt to facilitate a mutually agreed resolution during this period. Most disputes are resolved at this stage.
Admin ruling
If mediation fails, a member of the Freelanced Nepal team issues a binding ruling. The ruling will specify how escrow funds are to be distributed. Both parties are notified of the ruling by email.
Appeals (optional, 14 days)
Either party may appeal the ruling within 14 days by emailing support@freelancednepal.com with new evidence not previously considered. Appeals are reviewed by a senior team member. The senior review decision is final.
Evidence We Accept
- Screenshots of conversations (in-platform messages or external channels)
- Deliverable files as submitted through the platform
- Revision history and feedback threads
- The original project scope or service listing
- Timestamps of key actions (delivery, approval requests, responses)
- Any written agreement between the parties
Evidence that cannot be verified by our team (e.g., verbal agreements not recorded in platform messages) carries limited weight.
How We Decide
Our team evaluates disputes based on:
- Whether the deliverable matches the agreed scope
- The quality and completeness of work submitted
- Communication history between the parties
- Revision history and responsiveness
- Platform activity logs and timestamps
- Prior dispute history of either party
We aim to be fair to both parties. We do not automatically side with Employers or Freelancers. Our goal is an outcome that reflects the intent of the original agreement.
Fraud and Criminal Escalation
If our team determines that fraudulent activity has occurred — including identity fraud, payment fraud, or deliberate misrepresentation — the case will be escalated to the Nepal Police Cybercrime Investigation Unit. The account involved will be immediately and permanently suspended, and any escrow funds will be frozen pending law enforcement guidance.
Abuse of the Dispute System
Raising disputes in bad faith — for example, to delay payment for work that clearly meets scope, or to harass a Freelancer — is a violation of our Community Guidelines and may result in account suspension.
Contact
For dispute-related questions not covered by this policy, contact us at support@freelancednepal.com.