Deal, Delivery & Dispute Policy
Hawld keeps freelance and other deals scam-free. The rules are simple: what you promise in the description is exactly what you must deliver. Keep all communication inside Hawld chat, submit your final product through the Submission Page, and meet your deadlines — or your Trust Score will tank.
When a deal is created, the product description is the final, binding agreement.
In the event of a dispute, our moderators will first look to see if the delivered product matches the exact description written in the initial deal.
Sellers are strictly prohibited from altering the product to be different from what was initially promised without the buyer's explicit consent.
If an issue arises, either party can raise a dispute. Our moderation team reviews cases between 10:00 AM and 9:00 PM IST. We aim to respond within 2.5 hours during active shifts, and resolve most disputes within 72 hours.
Investigation: Moderators review the deal description, platform chat logs, and submissions made through the Private Submission Page. After reviewing the complete case, the moderator issues a ruling: full release to the seller, or full refund to the buyer.
Clarity is Mandatory: Be straightforward while negotiating. In the event of confusing or contradictory chat logs, the administration team strictly prioritizes the original project description and clearly agreed revision deadlines over ambiguous chat statements.
Final Ruling: Once issued, the ruling is executed immediately by the system. Either party may escalate to arbitration under the Arbitration and Conciliation Act, 1996 (seat: Chandigarh). Nothing here removes your right to approach consumer fora or exercise statutory remedies.