Dispute Resolution Policy

At Crittiks, we strive to provide a fair and transparent system for resolving disputes between UGC Managers (Agencies, Freelance Marketers, E-commerce Brands) and UGC Creators. We offer a Dispute Resolution Center as a structured way for users to resolve conflicts that arise from collaborations on the platform.

1. Scope of Dispute Resolution

Crittiks act as a payment processor but not as a legal arbitrator. However, we provide dispute resolution assistance for issues related to:

• Failure to deliver agreed-upon services (e.g., a UGC Creator not submitting the required content).
• Quality disputes (e.g., content not matching the agreed brief).
• Breach of terms (e.g., unauthorized use of content by a UGC Manager or Creator).
• Misrepresentation (e.g., false credentials, plagiarism, or fraudulent activities).

Crittiks does not handle disputes related to:

• Contractual terms that were agreed upon outside of the platform.
• Copyright infringement claims (should be resolved through legal channels).

2. Dispute Resolution Process

Step 1: Attempt Direct Resolution (Mandatory)

• Before submitting a dispute, both parties must attempt to resolve the issue through direct communication via the Crittiks integrated chat system or email.
• UGC Managers and Creators should document all discussions, agreements, and project requirements to avoid misunderstandings.
• If the issue remains unresolved within 72 hours (3 business days), either party may escalate the dispute to Crittiks.

Step 2: Submitting a Dispute to Crittiks

• If direct resolution fails, users can submit a dispute through the Crittiks Dispute Resolution Center by providing:
  • Details of the issue (description of the dispute, expectations vs. outcomes).
  • Supporting evidence (screenshots, invoices, messages, contracts, or work samples).
  • Proposed resolution (how they believe the issue should be resolved).
• Crittiks will acknowledge the dispute within 2 business days and initiate an independent review.

Step 3: Review & Mediation by Crittiks

• Crittiks will mediate the dispute by:
  • Reviewing the provided evidence from both parties.
  • Facilitating communication to reach a mutually agreeable resolution.
  • Providing a non-binding resolution suggestion within 7 business days.

Step 4: Escalation (External Arbitration or Legal Action)

• If the parties cannot reach an agreement, they may:
  • Use an external mediator or arbitrator.
  • Take legal action under the governing laws of Victoria, Australia.
• Crittiks is not responsible for enforcing payments, issuing refunds, or imposing penalties but will provide relevant documentation to assist users in external proceedings.

3. Preventing Disputes: Best Practices for Users

To minimize disputes, we encourage users to:

• ✅Clearly define project expectations (deliverables, deadlines, licensing terms).
• ✅Use written contracts for agreements beyond what is listed in the platform.
• ✅Communicate proactively if delays or revisions are needed.
• ✅Maintain records of all discussions, payments, and project updates.

4. Crittiks' Rights & Limitations

• Crittiks reserves the right to suspend or terminate accounts of users engaged in fraudulent, unethical, or repeated dispute cases.
• Crittiks does not guarantee refunds but may recommend corrective actions.
• Crittiks may modify this dispute policy at any time to improve user protection.