Sometimes, projects don’t go as planned. Freelancers and companies may have different interpretations of the project scope, the initial description might lack details, specifications can change, there may be conflicting views, or communication might be inconsistent.
In such cases, it’s vital to restore clear communication and quickly reach an agreement.
The Malt team is here to support you by:
• Re-establishing or facilitating communication between parties
• Offering 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.
Malt acts only as a third party and cannot make decisions regarding the quality of work, judge the merits of a dispute, force a freelancer to complete a service, or require a client to pay an invoice.
Be prepared to engage in constructive dialogue to reach a positive resolution. Listen to the other party’s perspective—consider what you would do or expect in their position—and take a proactive approach.
We aim to help resolve disputes amicably and successfully reach agreements in 80% of cases reported to us, which represents less than 1% of all projects on Malt.
A quick resolution is always preferable before positions become entrenched. If the dispute continues and no agreement is reached within 45 days, we will take the necessary actions according to our T&Cs.
After this, both parties remain free to pursue legal action if they choose to resolve the dispute in court.
Refund in the event of a dispute
Our professional liability insurance does not cover refunds in case of disputes and cannot guarantee that a freelancer will be paid during a dispute.
Professional liability insurance protects against damages caused by accidents or errors, such as a delay that causes a loss of contract or a technical bug that leads to lost revenue on an e-commerce site. However, it does not guarantee service delivery or provide coverage for poor performance or quality issues.