Effective Date: June 25, 2025

This Refund and Returns Policy (“Policy”) governs the resolution of disputes arising from services provided by Solosales (independent freelancers or agencies) to Employers on www.solosales.com (the “Platform”). Our approach prioritizes fairness, aligning with pre-agreed terms between parties while allowing Platform mediation when necessary. By using the Platform, you acknowledge and accept this Policy.

1. Fundamental Principle

Refund eligibility is determined solely by the terms mutually agreed upon by Employers and Solosales before payment initiation. This includes deliverables, timelines, quality standards, and any explicit conditions documented in the service description, job posting, or direct communication via the Platform. The Platform does not impose unilateral refund criteria but facilitates enforcement of these pre-existing agreements. If no specific terms were set, industry-standard expectations for sales services apply (e.g., reasonable effort, adherence to scope).

2. Initiating a Dispute

Employers dissatisfied with delivered services must submit a formal dispute request through the Platform’s resolution center within 5 calendar days of service completion. The request must include:

  • A detailed description of unmet expectations;
  • Evidence (e.g., screenshots of agreements, communication logs, output samples);
  • A proposed resolution (e.g., partial refund, revisions).
    Solosales then have 7 days to respond, accepting, rejecting, or countering the proposal.

3. Platform-Mediated Negotiation

If parties cannot reach agreement within 7 days of the Solosales’ response, the Platform’s dispute team will intervene. Mediation involves:

  • An impartial review of pre-payment agreements and evidence;
  • Direct communication with both parties to clarify positions;
  • A non-binding recommendation for resolution (e.g., 50% refund for partial delivery).
    Both users retain the right to accept, reject, or further negotiate this recommendation.

4. Conditions for Refund Approval

Refunds are authorized only when clear evidence demonstrates:

  • Material breach of contract: Services undelivered, significantly incomplete, or deviating fundamentally from pre-agreed specifications;
  • Violation of Platform policies: Fraud, misrepresentation, or illegal conduct by the Solosales;
  • Mutual consent: Both parties agree to a refund (full or partial) without Platform intervention.
    Refunds are not granted for subjective dissatisfaction unrelated to documented terms or changes in Employer requirements post-payment.

5. Refund Process

Approved refunds are processed within 10 business days:

  • Funds deducted from the Solosales’ pending balance or future earnings;
  • Returned to the Employer’s original payment method;
  • Platform fees (e.g., commissions) remain non-refundable unless the dispute proves Platform error.
    For escrow-held transactions, refunds bypass Solosales and are issued directly from escrow.

6. Finality and Appeals

The Platform’s decision is binding if both parties accept mediation outcomes. Users may appeal within 30 days by submitting new evidence to disputes@solosales.com. Unresolved disputes after appeal may escalate to binding arbitration per Section 11 of our Terms and Conditions.

7. Contact and Clarifications

For policy questions or dispute assistance, contact support@solosales.com. This Policy supplements but does not override our Terms and Conditions or Privacy Policy.