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.

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:

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

Crittiks does not handle disputes related to:

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

Dispute Resolution Process

Step 1: Attempt Direct Resolution (Mandatory)

1. Before submitting a dispute, both parties must attempt to resolve the issue through direct communication via the Crittiks integrated chat system or email.
2. UGC Managers and Creators should document all discussions, agreements, and project requirements to avoid misunderstandings.
3. 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:

1. Details of the issue (description of the dispute, expectations vs. outcomes).
2. Supporting evidence (screenshots, invoices, messages, contracts, or work samples).
3. 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:

1. Reviewing the provided evidence from both parties.
2. Facilitating communication to reach a mutually agreeable resolution.
3. 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:

1. Use an external mediator or arbitrator.
2. 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.

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.

Crittiks’ Rights & Limitations

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