Version 2026.1 — Effective Date: August 21, 2026
PREAMBLE
Gurunite (hereinafter referred to as “Gurunite,” “we,” “us,” or “our”) operates a freelance marketplace platform connecting Clients (Buyers) and Freelancers (Sellers). This Dispute Resolution and Refund Policy (the “Policy”) establishes the procedural framework for resolving disagreements between Users and governs the conditions under which refunds may be requested, processed, or denied.
By using the Platform, you explicitly acknowledge and agree to the terms set forth in this Policy. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST IMMEDIATELY CEASE ALL ACCESS TO AND USE OF THE PLATFORM.
This Policy is incorporated into and forms an integral part of the Gurunite Terms of Service. Capitalized terms not defined herein shall have the meanings ascribed to them in the Terms of Service.
SECTION 1: GENERAL PRINCIPLES
1.1 Good Faith Communication
Gurunite strongly encourages all Users to resolve disputes amicably through direct, good-faith communication before escalating any matter to formal dispute proceedings. The vast majority of disagreements can be resolved through clear communication, revision requests, or mutual agreement on partial adjustments.
1.2 Platform as Neutral Facilitator
Gurunite acts solely as a neutral administrative facilitator in any dispute between Users. We do not adjudicate disputes, guarantee the quality of Deliverables, or enforce contractual obligations between Users except as expressly provided in this Policy. Gurunite does not arbitrate disputes or act as a guarantor of Freelancer performance or Client payment beyond the mechanisms described herein.
1.3 No Chargebacks
Users agree not to initiate chargebacks with their payment providers (e.g., credit card companies, PayPal, Stripe) as a means of resolving disputes. Any User who initiates a chargeback in violation of this Policy shall be subject to immediate account suspension or termination, and Gurunite reserves the right to pursue all available legal remedies to recover any associated fees, costs, and damages.
SECTION 2: DISPUTE RESOLUTION PROCESS
2.1 Scope
This dispute resolution process applies to:
Fixed-Price Contracts: Disputes concerning milestone payments, Deliverables quality, or non-delivery.
Hourly Contracts: Disputes concerning billed hours that a Client believes are not related to the project or were not actually worked.
2.2 Step 1 — Direct Resolution (Recommended First Step)
Users are required to attempt direct resolution through the Platform’s messaging system before initiating a formal dispute. This includes:
Requesting revisions to Deliverables.
Requesting a partial refund as a compromise.
Extending delivery deadlines by mutual agreement.
2.3 Step 2 — Formal Dispute Initiation
2.3.1 For Fixed-Price Contracts (Funds in Escrow)
By Client: If a Client believes that Deliverables do not meet the agreed-upon requirements or have not been delivered, the Client may file a dispute through the Platform’s dispute mechanism within the timeframes specified in the Service Contract or, if none, within seven (7) calendar days of the delivery date.
By Freelancer: If a Freelancer has submitted work for a milestone and the Client has not released payment, the Freelancer may file a dispute. The Freelancer has seven (7) calendar days from the date of the Client’s refusal or failure to release payment to submit a dispute. If the Freelancer does not submit a dispute within seven (7) days, any remaining funds will be refunded to the Client.
2.3.2 For Hourly Contracts
Clients have a five (5) day review period to dispute billed hours. This period begins on Monday at 12:00 UTC after the billing period ends and ends on Friday at 23:59 UTC.
Disputes must be filed through the Timesheet tab under the relevant contract. Once submitted, Gurunite reviews the Work Diary records and resolves the case within seven (7) days.
Important: Requesting a refund or contacting Customer Support does not constitute filing a formal dispute. Users must follow the designated dispute procedure to officially file a dispute.
2.4 Step 3 — Platform Review and Mediation
2.4.1 Dispute Assistance
Once a formal dispute is filed:
The opposing party will be notified and given a specified period to respond—typically five (5) calendar days for fixed-price disputes.
If the opposing party accepts the dispute, funds are released or refunded accordingly.
If the opposing party does not respond within the specified period, the dispute is resolved in favor of the initiating party.
If the opposing party declines the dispute, a Gurunite dispute resolution agent will review the dispute details provided by both parties and issue a non-binding resolution, typically within two (2) business days.
2.4.2 Evidence and Documentation
Users filing a dispute must provide all relevant information and documentation at the time of submission, including:
Description of the milestone or contract agreements.
Evidence of how requirements were met (for Freelancers) or how they were not met (for Clients).
Attachments supporting the dispute (e.g., screenshots, chat logs, deliverables).
Important: Users will not be able to edit or add details after submitting a dispute.
2.5 Step 4 — Arbitration (For Fixed-Price Contracts)
2.5.1 Eligibility
If the parties cannot reach an agreement through dispute assistance, they may proceed to arbitration for fixed-price contracts. Arbitration is available only for fixed-price contracts and is not available for hourly contracts.
2.5.2 Process
Users will receive an arbitration offer via email from Gurunite.
Users have seven (7) days after receiving a notice of non-resolution to agree to arbitration and make the required arbitration payment.
During arbitration, an independent, neutral third-party arbitration company reviews the case and issues a binding decision.
Gurunite will release funds based on the final decision of the arbitrator.
2.5.3 Costs
The arbitration fee is generally split evenly between the Freelancer and the Client.
If one party agrees to arbitration and pays the fee while the other does not, the funds will be released to the participating party.
Failure to comply with the arbitrator’s decision will result in account suspension, which may impact the User’s ability to make payments or withdraw funds.
SECTION 3: REFUND POLICY
3.1 Refund Requests from Freelancers/Agencies
Clients may request a refund directly from a Freelancer or agency for payments released within the past 365 days.
For payments within 180 days: Clients may request a refund directly through the contract page.
For payments between 180 and 365 days: Clients must contact Customer Support to request a refund.
Approval: The decision to issue a refund is at the sole discretion of the Freelancer or agency.
3.2 Escrow Refunds (Fixed-Price Contracts — Funds Not Yet Released)
If a Client requests a refund of funds held in escrow on a fixed-price contract, the Freelancer has seven (7) days to respond.
If the Freelancer approves the refund or does not respond within seven (7) days, the funds in escrow will be refunded to the Client.
If the Freelancer disputes the refund request, the matter proceeds through the dispute resolution process described in Section 2.
3.3 Refunds on Completed Orders
For fixed-price payments that have already been released to the Freelancer, Clients may request a refund from the Freelancer for up to 180 days after payment is released.
Standard mediation assistance may be available if the payment was released within the past thirty (30) days.
After thirty (30) days, formal mediation is generally not available. Clients may still request a voluntary refund from the Freelancer, but refunds are not guaranteed.
3.4 Partial Refunds
Partial refunds on completed orders may be available and can be processed through Customer Support.
Orders that receive a partial refund are treated as completed orders, and both parties may leave reviews.
3.5 Refund Method
Refunds are credited to the User’s Gurunite account balance unless otherwise specified.
Upon request and eligibility determination by Customer Support, funds may be returned to the original payment method.
SECTION 4: CANCELLATION POLICY
4.1 Cancellation of Active Orders
Clients may request to cancel an active order through the Resolution Center at any time.
Once a cancellation request is submitted, the Freelancer has forty-eight (48) hours to accept or decline. If the Freelancer does not respond within forty-eight (48) hours, the order is automatically canceled.
If a Freelancer requests to cancel, the Client has forty-eight (48) hours to respond. If the Client does not respond within forty-eight (48) hours, the order is automatically canceled.
4.2 Automatic Cancellation (Without Freelancer Approval)
A Client may cancel an order without Freelancer approval in the following circumstances:
Before submitting requirements: If the Client has placed an order but has not yet submitted project requirements.
Very late delivery: If the Freelancer has not delivered and there was no mutual agreement to extend the delivery date, the Client may cancel without approval after twenty-four (24) hours past the expected delivery date.
4.3 Cancellation of Completed Orders
If the final delivery does not meet expectations, Clients may contact Customer Support to request a cancellation/refund, provided they do so within fourteen (14) days of order completion.
If an order is canceled and refunded, the Client may not use any part of the delivered work. The Freelancer retains all rights to the canceled delivery.
4.4 Impact of Cancellations
Cancellations may affect a Freelancer’s profile metrics, search ranking, and eligibility for certain platform features.
SECTION 5: PLATFORM RIGHTS AND LIMITATIONS
5.1 Gurunite’s Discretion
Gurunite reserves the right, in its sole discretion, to:
Determine the eligibility of disputes and refund requests.
Exclude instances of abuse, fraud, or any other inappropriate activity from dispute resolution or refund eligibility.
Withdraw, cancel, or amend this Policy without prior notice.
5.2 No Guarantee of Resolution
Gurunite does not guarantee that any dispute will be resolved in favor of either party. Mediation specialists serve as neutral agents and cannot guarantee or enforce refunds or delivered work.
5.3 Account Suspension for Abuse
Users who abuse the dispute resolution process, file frivolous disputes, or engage in fraudulent conduct shall be subject to immediate account suspension or termination.
SECTION 6: GOVERNING LAW AND SEVERABILITY
6.1 Governing Law
This Policy and any legal dispute arising out of or related to it shall be governed by, interpreted, and construed in accordance with the laws of the jurisdiction where Gurunite’s corporate entity is legally incorporated, completely disregarding any choice-of-law or conflict-of-laws principles.
6.2 Severability
If any provision of this Policy is held by a court of competent jurisdiction to be illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect, and the invalid clause shall be modified to the minimum extent necessary to make it legally enforceable.
SECTION 7: CONTACT INFORMATION
For any questions regarding this Policy or to initiate a dispute resolution request, please contact us at:
Email: [email protected]
END OF POLICY