DISPUTE RESOLUTION POLICY - extraİŞ (EXTRAIS)

Last Updated: April 2026

1. OVERVIEW

This Dispute Resolution Policy governs how disagreements between Platform users (Clients and Freelancers) are resolved through internal mediation and, if necessary, binding arbitration.

2. WHEN YOU CAN FILE A DISPUTE

A Dispute may be filed when:

2.1 Work Quality Disputes

• Freelancer failed to deliver agreed deliverables
• Work does not meet contracted specifications
• Work contains errors or defects
• Deliverables are incomplete
• Quality standards were not met

2.2 Payment Disputes

• Client withholds payment after completion
• Payment is not received within agreed timeframe
• Client demands refund without valid reason
• Partial payment withheld

2.3 Deadline/Timeline Disputes

• Freelancer misses agreed deadline without valid reason
• Work is delivered significantly late
• Timeline expectations were not met

2.4 Scope Change Disputes

• Disagreement about included vs. additional work
• Scope changes made without consent
• Revision rounds exceeded

2.5 Intellectual Property Disputes

• Infringement claims
• Work ownership disputes
• License or rights disputes

2.6 Misrepresentation Disputes

• False credentials or qualifications
• Misrepresented deliverables
• Fraudulent conduct

3. DISPUTE FILING PROCESS

3.1 Timeline for Filing

• Work Quality Disputes: Within 30 days of completion or non-completion
• Payment Disputes: Within 30 days of non-payment
• Misrepresentation: Within 7 days of discovery
• Late Filing: Disputes filed outside timelines may be rejected

3.2 How to File

1. Log into your Account
2. Go to Project Page
3. Click "File Dispute" button
4. Provide detailed information
5. Upload supporting evidence (messages, deliverables, proof of payment)
6. Submit dispute form

Or email dispute details to: disputes@extrais.com

3.3 Required Information

• Project and user names
• Specific contract terms allegedly violated
• Factual description of the dispute
• Evidence supporting your position (messages, deliverables, payment records)
• Proposed resolution (refund amount, rework scope, etc.)
• Willingness to participate in mediation

4. INVESTIGATION AND MEDIATION

4.1 Dispute Administrator Assignment

A neutral Dispute Administrator is assigned to your case. The Administrator:

• Independently investigates both sides
• Reviews all submitted evidence
• Requests additional information as needed
• Attempts mediation between parties
• Applies facts to Platform policies and law

4.2 Information Review

The Administrator will review:

• Original Service Contract terms
• Project messages and communications
• Milestone deliverables and acceptance
• Payment records and transaction history
• User ratings, reviews, and history
• Supporting evidence from both parties

4.3 Mediation Process

• Both parties are notified of investigation
• Each party may submit statement (max. 500 words)
• Each party may submit evidence
• Administrator may request clarifications
• Parties may be invited for call or video session
• Settlement discussions are facilitated

4.4 Timeline

• Initial investigation: 5-10 business days
• Mediation attempts: 5-10 additional days
• Total resolution: 10-20 business days typically
• Complex cases: May take up to 30 days

5. DISPUTE ADMINISTRATOR RECOMMENDATIONS

The Platform does not hold the work fee (the Hirer and Freelancer settle directly — see Terms §7.1.2). The Administrator therefore issues a non-binding recommendation rather than executing a transfer. Platform-level consequences (suspension, credit forfeiture, badge revocation) ARE applied directly.

5.1 Possible Recommendations

Hirer should pay in full

• Work substantially completed and acceptable
• Hirer has no grounds to withhold the agreed fee
• Recommendation: pay the Freelancer the agreed fee through the channel both parties chose

Hirer should pay nothing

• Work not delivered or grossly inadequate
• Freelancer materially breached the contract
• Recommendation: Hirer keeps the agreed fee in full; no payment is due

Hirer should pay partially

• Partial delivery or mixed quality outcome
• Both parties at partial fault
• Recommendation: state a percentage of the agreed fee the Hirer should pay

Rework

• Work has correctable defects
• Freelancer rework the deliverable at no additional cost; Hirer pays the original fee on acceptance

Cancel with no payment

• Project objectively impossible (force majeure, scope dissolution)
• No usable work was produced
• Recommendation: neither party owes the other anything

Dismiss

• Frivolous, outside scope, or filed in bad faith
• Contract clearly supports one party
• Insufficient evidence

5.2 Recommendation Issuance

• Written recommendation with detailed reasoning
• Parties notified simultaneously
• The recommendation is persuasive but not legally enforceable — if a party refuses, the other retains all legal remedies (TBK, TKHK, Tüketici Hakem Heyeti, courts)
• Platform-level consequences applied independently of the parties' choice to accept or reject the recommendation
• Both parties may appeal Platform-level consequences (see §6)

6. APPEALS

6.1 Appeal Rights

Either party may appeal the Administrator's decision by:

• Filing written appeal within 14 days of decision
• Paying non-refundable appeal fee (TBD)
• Providing new evidence not available initially
• Explaining why decision was clearly erroneous

6.2 Appeal Review

• Senior decision-maker reviews appeal
• Original decision-maker is not involved
• All previous evidence is reconsidered
• New evidence is evaluated
• New decision issued (final, non-appealable)

7. ARBITRATION

7.1 Arbitration Agreement

All disputes not resolved through mediation are resolved through binding arbitration under:

• Law: International Arbitration Law of Turkey (Law No. 4686)
• Arbitrator: Single arbitrator appointed by Istanbul Arbitration Center
• Venue: Istanbul, Republic of Turkey
• Language: Turkish or English (parties' agreement)
• Rules: Istanbul Arbitration Center Rules

7.2 Arbitration Process

1. Party files arbitration request with Istanbul Arbitration Center
2. Arbitrator is appointed
3. Document exchange occurs
4. Hearing is conducted (typically one day)
5. Arbitrator issues binding award
6. Award is enforceable in Turkish courts

7.3 Non-Arbitrable Claims

The following are NOT subject to arbitration:

• Company claims for non-payment
• Company IP infringement claims
• Company fraud claims
• Injunctive relief for ongoing harm
• Small claims (under TBD amount) in small claims court

8. GOVERNING LAW

All disputes are governed by:

• Primary Law: Republic of Turkey (Turkish law)
• Conflict Rules: Turkish conflict of law rules apply
• Jurisdiction: Istanbul Courts (for non-arbitrable claims)
• International Standards: UNCITRAL Model Law on Arbitration

9. COST ALLOCATION

9.1 Platform Fees

• Initial mediation through Administrator: FREE
• Appeal fee: TBD (non-refundable)
• Arbitration costs: Allocated by arbitrator based on fault

9.2 Attorney Fees

Each party bears their own attorney fees unless:

• Arbitrator determines one party acted in bad faith
• One party made frivolous claims
• One party refused reasonable settlement

10. CONFIDENTIALITY

10.1 Confidentiality of Disputes

• Dispute details remain confidential
• Decisions are not published
• Parties must not disclose dispute details publicly
• Exception: Disclosure required by law or for legal proceedings

10.2 Exceptions

Confidentiality does not apply if:

• Disclosure required by law (court order, regulatory request)
• Law enforcement investigation
• Public interest or safety concern
• Fraud or crime involved

11. REMEDIES AVAILABLE

The Administrator or Arbitrator may order:

• Monetary Damages: Refunds, payment, damages
• Specific Performance: Rework, revision, delivery
• Injunctive Relief: Cease infringement, remove content
• Cost Allocation: Who pays Administrator/arbitration fees
• Attorney Fees: In cases of bad faith
• Account Action: Warnings, suspension, or termination

12. NO CLASS ACTIONS

Users waive the right to pursue claims on a class action basis. All disputes must be brought individually.

13. STATUTE OF LIMITATIONS

Disputes must be filed within:

• 30 days of the alleged violation (disputes arising from service delivery)
• 7 days of discovery of fraud or misrepresentation
• As required by applicable law

Claims filed outside these periods may be dismissed as time-barred.

14. SETTLEMENT

Parties are encouraged to reach settlement agreements at any stage. Settlements are:

• Binding when documented in writing
• Not subject to appeal
• Enforceable through Turkish courts if necessary

Contact: disputes@extrais.com Address: Şehit Şakir Elkovan cad. No:3 Ataşehir Istanbul Türkiye