This article explains Malt's role in disputes and how to find a compromise or request a refund.
- Malt facilitates communication but is not a party to the contract.
- Try to reach a compromise directly with your client first.
- Malt may intervene for refunds in confirmed dispute cases.
Sometimes projects don’t go as planned due to unclear scope, changing needs, differing opinions, or lack of communication.
In these cases, it’s important to reopen clear communication and find an agreement quickly.
If you have a dispute with your client, contact us promptly using the form at the end of this guide.
Malt's role
The Malt team supports dispute resolution by:
• Facilitating communication between parties
• Offering solutions based on experience
• Clarifying contract terms and options
The contract is directly between you and the client, so resolving disputes is your shared responsibility.
Find a compromise
Approach your dispute with a constructive mindset. Listen to the other person’s perspective—imagine yourself in their place—and stay proactive.
We aim to resolve disputes quickly and successfully, settling 80% of cases reported to us (which are less than 1% of all Malt projects).
It’s preferable to settle disputes early on, before views harden.If a dispute remains unresolved after 45 days, Malt will take action as stated in our Terms and Conditions.
Both parties may then take the dispute to the Commercial Court to settle it legally.
Refund in case of dispute
Professional civil liability insurance does not cover project reimbursement or guarantee payment in case of a dispute.
Professional liability covers damages from accidents or errors—such as delays causing contract loss or a bug reducing e-commerce revenue.
It does not guarantee service completion or protect against poor performance or quality.