This article explains how Malt supports you in case of disagreement on a project and what steps to take to reach a resolution.
- The service contract is signed directly between the freelancer and the client.
- Malt facilitates dialogue but cannot rule on a dispute or compel the parties.
- If no agreement is reached within 45 days, measures provided in the terms of use apply.
What should I do if there is disagreement on a project?
Sometimes projects do not go as planned. Freelancers and companies may have different interpretations of project scope, the initial description may lack detail, specifications may evolve, differences of opinion may arise, or communication may be irregular.
In these situations, it is essential to restore clear communication and reach agreement quickly. The Malt team is here to support you by:
- Restoring or facilitating dialogue between the parties
- Proposing solutions based on our experience
- Clarifying contract terms and available options
The service contract (quote, invoice) is signed directly between the freelancer and the client. This means resolving any disputes is the responsibility of both parties.
What is Malt's role in a dispute?
Malt acts only as a third party and cannot rule on the quality of work, decide the merits of a dispute, compel a freelancer to perform a service, or oblige a client to pay an invoice.
It is important to engage in constructive dialogue to reach a positive resolution. Listen to the other party's perspective — ask yourself what you would do or expect in their place — and take a proactive approach.
Our goal is to encourage amicable settlement of disputes. We reach agreements in 80% of cases reported to us, which represents less than 1% of all projects completed on Malt.
A quick resolution is always preferable before positions harden. If the dispute persists and no agreement is found within 45 days, we will take the necessary measures in accordance with our terms of use. Beyond this period, both parties remain free to take legal action if they wish to bring the dispute before a court.
Is a refund covered in case of dispute?
Our Professional Civil Liability (PCL) insurance does not cover refunds in case of dispute and cannot guarantee payment to a freelancer during a disagreement.
It is intended to protect against damage caused by accidents or errors, for example a delay leading to loss of a contract or a technical bug causing loss of revenue on an e-commerce site. However, it does not guarantee performance of the service or coverage of performance or quality issues.