Dispute Resolution Policy

Last Updated: March 2026

Effective Date: March 2026

1. Introduction

This Dispute Resolution Policy ("Policy") establishes the framework for resolving disputes between users of the Extrais Platform, operated by TABA TASARIM İNŞAAT A.Ş. ("Company," "we," "us," "our," or "Extrais").

This Policy governs disputes arising from:

• Project delivery and payment disagreements
• Quality of work or deliverables
• Scope changes and project modifications
• Payment withholding or refund requests
• Account suspension or termination
• Intellectual property claims
• Service violations and complaints

The Extrais Platform provides a structured dispute resolution process to protect both clients and freelancers while maintaining the integrity of the marketplace.

Contact Information:

• Email: support@tabaglobal.com
• Address: Şehit Şakir Elkovan cad. No:3 Ataşehir Istanbul Türkiye
• Governing Law: Republic of Türkiye

2. Dispute Resolution Principles

2.1 Core Principles

The Extrais dispute resolution process operates on these principles:

• Fair Assessment: Neutral, impartial evaluation of disputes
• Evidence-Based: Decisions based on documented evidence and facts
• Transparency: Clear communication of process and decisions
• Efficiency: Timely resolution without unnecessary delay
• Finality: Binding decisions to provide certainty
• Accessibility: Simple process that users can navigate without legal counsel
• Proportionality: Remedies proportionate to the violation or harm

2.2 Who Can Use This Process

• Clients: May dispute freelancer performance or seek refunds
• Freelancers: May dispute payment withholding or unfair claims
• Platform: May enforce policy violations against any user
• Third Parties: Limited disputes (intellectual property, safety concerns)

2.3 Limitations on Dispute Resolution

This process DOES NOT cover:

• Disputes between users and third-party payment processors (İyzico)
• External regulatory or government enforcement actions
• Third-party vendor service issues
• Disputes not related to the Platform or its services
• Claims exceeding the amount in escrow

For disputes outside this scope, parties may pursue independent legal action.

3. Types of Disputes

3.1 Payment and Delivery Disputes

Trigger: Client disputes that freelancer did not deliver services

Common Issues:

• Freelancer disappeared mid-project
• Deliverables not received
• Incomplete or substantially deficient work
• Freelancer demands additional payment
• Refund requested for unused services

Resolution Path: Section 4 (Standard Dispute Process)

3.2 Quality and Scope Disputes

Trigger: Client claims work quality is unacceptable or doesn't match specifications

Common Issues:

• Work doesn't meet stated requirements
• Deliverables differ from project description
• Quality is significantly below industry standards
• Client requests substantial revisions not included in scope
• Ambiguous project specifications

Resolution Path: Section 4 (Standard Dispute Process)

3.3 Payment Withholding Disputes

Trigger: Freelancer claims client is wrongfully withholding payment

Common Issues:

• Client refuses to release milestone payment
• Client makes false claims to avoid payment
• Client cannot accept work due to changing requirements
• Client appears to be in bad faith

Resolution Path: Section 4 (Standard Dispute Process)

3.4 Refund Disputes

Trigger: Client requests refund of released or unreleased funds

Common Issues:

• Requesting refund after accepting work
• Claiming project abandoned or incomplete
• Changed mind or no longer needs service
• Dissatisfaction with quality after acceptance
• Chargeback or payment reversal

Resolution Path: Section 4 (Standard Dispute Process)

3.5 Intellectual Property Disputes

Trigger: Third party or user claims IP infringement

Common Issues:

• Copyright infringement claim
• Trademark violation
• Patent infringement
• Trade secret theft
• Plagiarism or unauthorized use

Resolution Path: Section 5 (IP Dispute Process)

3.6 Violation and Conduct Disputes

Trigger: User disputes account action for alleged policy violations

Common Issues:

• Account suspension or termination
• Content removal
• Project cancellation
• User claims they did not violate policy
• Dispute over enforcement interpretation

Resolution Path: Section 6 (Enforcement Appeal Process)

3.7 Urgent Safety Disputes

Trigger: Claims involving immediate danger, illegal activity, or severe harm

Common Issues:

• Threats or violence
• Fraud or scam activity
• Child safety concerns
• Illegal content or services
• Immediate danger to users

Resolution Path: Section 7 (Expedited Process)

4. Standard Dispute Process

4.1 Phase 1: Informal Resolution (10 Days)

Purpose: Encourage direct negotiation before formal escalation

Steps:

1. Initiate Communication

- Aggrieved party (Requester) contacts the other party directly - Use Platform messaging system - Clearly state the issue and desired resolution - Provide specific, factual details

1. Response Required

- Responding party must reply within 48 hours - Even if disputed, acknowledgment is required - May request clarification or additional information - Parties work toward mutually acceptable solution

1. Good Faith Negotiation

- Both parties make genuine effort to resolve - Parties may discuss revised deliverables or partial refunds - May extend work timeline or adjust compensation - Document any agreements reached

1. Resolution or Escalation

- If parties agree, dispute is resolved - If no agreement after 10 business days, either party may escalate to Phase 2 - Failure to respond may be considered admission of non-performance

Timeline: 10 business days maximum

No Formal Costs: This phase is informal and costs nothing

Documentation: All communications are documented for Phase 2

4.2 Phase 2: Platform Mediation (10-20 Days)

Purpose: Neutral Platform intervention to reach resolution

Initiation: Either party submits formal dispute claim through Platform

Dispute Claim Must Include:

• Your Role: Clearly state if you are Client or Freelancer
• Project Information: Project ID, project name, timeline
• Amount in Dispute: Specific dollar amount and currency
• Dispute Type: Select from categories (payment withholding, quality, delivery, etc.)
• Brief Description: 2-3 sentence summary of the issue
• Detailed Explanation: Complete description of what happened
• Timeline: Key dates and events
• Evidence: Specific evidence to support your claim

Evidence Submission:

Upload all supporting documentation:

• Communication Records: Relevant messages and project discussions
• Project Specifications: Original project description and requirements
• Deliverables: Project deliverables submitted by freelancer
• Acceptance/Rejection: Evidence of work acceptance or rejection
• Payment Records: Screenshots of payment status or transaction history
• Quality Issues: Specific examples of quality problems or missing elements
• Any Other Relevant Documents: Contracts, agreements, revisions, etc.

Mediation Process:

1. Dispute Assignment

- Platform assigns dispute to mediator (trained staff or AI system) - Mediator reviews all evidence and communications - Mediator has full access to project and communication history

1. Fact-Finding

- Mediator reviews project specifications and deliverables - Analyzes communication history - Assesses quality and compliance - May request additional information from either party

1. Investigation (7 Days)

- Mediator conducts thorough investigation - Both parties have opportunity to submit additional evidence (48-hour window) - Mediator may request clarification on specific issues - Parties may submit written statement

1. Mediation (5-7 Days)

- Mediator may contact parties to explore settlement options - May suggest compromises or partial refunds - Encourages parties to reach mutual agreement - Either party can propose settlement terms

1. Mediator Recommendation (by Day 14)

- If parties do not reach agreement, mediator issues recommendation - Recommendation includes: - Facts as determined by mediator - Relevant policy provisions - Recommended resolution - Reasoning behind recommendation

1. Final Decision (by Day 20)

- Mediator issues final binding decision - Decision specifies: - Which party is at fault (or shared responsibility) - What remedy is appropriate - Whether funds are released, refunded, or held - Any non-monetary remedies

Timeline: 20 business days maximum from dispute submission

Costs: No additional cost to users; Platform absorbs mediation costs

Confidentiality: Dispute details remain confidential; not published

4.3 Phase 3: Escrow Resolution

For Unreleased Funds (In Escrow):

If dispute is about unreleased escrow:

1. Platform Holds Funds: During dispute, funds remain in escrow
2. Mediation Determines Recipient: Mediator decides if funds go to:

- Freelancer (work accepted or client at fault) - Client (work not delivered or deficient) - Split (shared responsibility)

1. Automatic Release: Upon final decision, funds are automatically released per decision

For Released Funds (Already Paid):

If client has already paid and later disputes:

1. Refund Request: Client requests refund through dispute process
2. Evaluation: Mediator reviews if refund is warranted
3. Refund Issuance: If approved, Platform credits client's account

- Client can then withdraw via original payment method - Platform may absorb refund processing costs

For Partial Disputes:

If work is partially acceptable:

• Mediator may order partial payment
• Example: 70% release to freelancer, 30% refund to client
• Funds split accordingly upon final decision

5. Intellectual Property Dispute Process

5.1 Copyright and Infringement Claims

If You Believe Your IP is Infringed:

1. Notify Platform

- Email support@tabaglobal.com with "IP Infringement" in subject - Describe your work and what was copied - Identify the infringing content - Provide evidence of your ownership

1. Platform Takes Action

- Platform reviews claim for validity - Content may be temporarily removed pending investigation - Alleged infringer is notified of claim

1. Alleged Infringer Response

- Has 10 business days to respond with counter-evidence - May claim: - Different original work created independently - Authorized use or licensing - Work predates the claim - Fair use defense

1. Platform Determination

- Platform reviews both sides - Makes determination on validity of claim - If valid: Content removed, user warned or suspended - If invalid: Content restored, fees refunded if applicable

1. Legal Action

- Either party may pursue independent legal action - Platform shares necessary information with authorities - DMCA or local IP law claims are supported

5.2 DMCA Takedown Notices

Copyright Owners May Submit DMCA Notice:

• Submit signed DMCA takedown notice
• Must meet requirements of US Digital Millennium Copyright Act
• Platform acts on valid notices within 48 hours
• Content is removed pending counter-notice

User Counter-Notice:

• User may submit counter-notice if removal was erroneous
• Must be signed and include details
• If Platform receives counter-notice, content restored unless sender files lawsuit

5.3 Third-Party IP Claims

For Claims by Third Parties Not Using Platform:

1. Claim Submission: Third party submits IP claim with evidence
2. Investigation: Platform verifies standing and merits
3. User Notification: Accused user notified and given opportunity to respond
4. Determination: Platform decides validity
5. Remedy:

- If valid: Content removed, user warned - If invalid: Claim dismissed

1. Escalation: Either party may pursue legal action

6. Enforcement Appeal Process

6.1 Appealing Account Actions

If Your Account Was Suspended or Terminated:

1. Grounds for Appeal

- Account suspension deemed unjustified - Policy violation did not occur - Misinterpretation of your conduct - Process was unfair or incomplete - New evidence contradicts the decision

1. Appeal Submission

- Email support@tabaglobal.com within 14 days of enforcement action - Subject: "Appeal Account Action" - Include: - Your username - Description of account action (suspension date, etc.) - Reason you believe action is unjustified - Any new evidence supporting your position

1. Appeal Investigation

- Independent reviewer examines the original decision - Reviewer is not the original decision-maker - Reviewer investigates new claims or evidence - Process takes 10-14 days

1. Appeal Decision

- Upheld: Original decision stands; account remains suspended/terminated - Partially Reversed: Account partially restored with restrictions - Fully Reversed: Account fully restored; action reversed - You're notified of decision and reasoning

1. Final Determination

- Appeal decision is final and binding - No further appeals unless fraud or gross negligence can be proven - You may pursue independent legal action if desired

6.2 Appealing Content Removal

If Your Content Was Removed:

• Follow the appeals process above
• Specify which content was removed
• Explain why removal was unjustified
• Provide evidence (original work, proof of authorization, etc.)
• If appeal is successful, content is restored

7. Expedited Disputes (Urgent/Safety)

7.1 When Expedited Process Applies

Expedited disputes are used for:

• Immediate Safety Threats: Violence, threats, severe harassment
• Illegal Activity: Criminal conduct, exploitation, trafficking
• Fraud/Scams: Active fraud or money laundering schemes
• Child Safety: Child exploitation or abuse material
• System Damage: Hacking, malware, DDoS attacks

7.2 Expedited Process

1. Immediate Action (0-24 hours)

- Report submitted to support@tabaglobal.com with "URGENT" in subject - Account flagged for emergency review - Immediate action taken if verified danger: - Account suspension - Content removal - Fund hold - Law enforcement notification

1. Rapid Investigation (24-72 hours)

- Emergency investigation conducted - Evidence reviewed - Parties may be contacted for immediate statement

1. Preliminary Decision (by day 3)

- Whether continued emergency measures are necessary - If threat is not confirmed, account is unsuspended pending normal process

1. Full Review (within 10 days)

- Complete investigation following normal procedures - Final decision issued - If not validated, account fully restored

1. Escalation to Authorities

- If illegal activity is confirmed, Platform notifies law enforcement - Cooperation with investigation - Evidence provided to authorities

7.3 No Appeal for Expedited Safety Decisions

• Emergency decisions to protect safety cannot be appealed
• Once the emergency is resolved, normal appeals process applies
• Permanent decisions following emergency action may be appealed

8. Special Circumstances

8.1 Disputed Scope Changes

Problem: Parties disagree on whether work scope changed

Resolution:

1. Review Original Agreement: Original project description is binding
2. Identify Changes: Specific changes requested and accepted/rejected
3. Compensation for Changes:

- If freelancer accepted changes without pay, client must compensate - If client rejected changes, freelancer shouldn't have made them - Mediator determines fair compensation for legitimate scope changes

8.2 Ambiguous Project Descriptions

Problem: Project description was unclear or incomplete

Resolution:

1. Freelancer's Interpretation: Freelancer's reasonable interpretation is considered
2. Client Responsibility: Client shares responsibility for unclear specifications
3. Good Faith: Freelancer acting in good faith given unclear requirements
4. Partial Resolution: Mediator may order partial payment rather than full refund
5. Learning: Encourages users to write clear specifications

8.3 Technical Delivery Issues

Problem: Work delivered but files corrupted, not received, etc.

Resolution:

1. Cause Determination: Was the issue freelancer's or technical failure?
2. Redelivery: Freelancer may re-deliver via backup or alternative method
3. Acceptance: If freelancer made good faith attempt to deliver, partial payment may be due
4. Refund: If freelancer provides no working deliverable, refund is issued

8.4 Client Misuse of Work

Problem: Freelancer claims client is using work beyond license or without permission

Resolution:

1. License Review: What rights did freelancer transfer to client?
2. Authorized Use: Was the client's use covered by the license?
3. Damage Assessment: What harm resulted from misuse?
4. Remedy:

- Cease use (injunction-like relief) - Additional payment for extended license - IP restoration to freelancer

8.5 Multiple Disputes from Same User

Pattern Recognition: If a user has multiple disputes showing a pattern:

• Habitual Non-Payment: Client with multiple withholding disputes

- Resolution: Account restrictions or termination - Refunds may be expedited - Future projects may require prepayment

• Habitual Non-Delivery: Freelancer with multiple non-delivery disputes

- Resolution: Account suspension or termination - Refunds are automatic - Pattern noted in public ratings

8.6 Dispute During Active Project

Problem: Dispute arises but work is ongoing

Options:

1. Pause Project: Project paused while dispute is resolved
2. Complete First: Parties may agree to complete work then dispute payment
3. Partial Resolution: Resolve payment for completed portion while work continues
4. Cancellation: If relationship is damaged, project may be canceled with fair recompense

9. Remedies and Outcomes

9.1 Remedies Available

For Payment Disputes:

• Full Release of Escrow: Freelancer receives full payment (work accepted or client at fault)
• Full Refund: Client receives full refund (non-delivery or severe deficiency)
• Partial Payment/Refund: Split payment reflecting shared responsibility or partial completion
• Revised Timeline: Extended deadline for completion if delay was justified
• Revision Work: Freelancer required to revise work to specification

For Quality Disputes:

• Accept Work as-is: Client must accept work as meeting specification
• Accept with Revisions: Freelancer completes required revisions at no additional cost
• Partial Payment: Client pays reduced amount reflecting quality issues
• Full Refund: If work is so deficient that partial payment isn't appropriate
• Replacement Freelancer: Project transferred to another freelancer to complete

For Policy Violations:

• Behavioral Warning: User warned about violation; monitored
• Account Restrictions: Limited functionality; no new projects, etc.
• Account Suspension: Account disabled; may be restored after period
• Account Termination: Permanent closure; fund forfeiture possible
• Deplatforming: Permanent ban from Platform

For IP Infringement:

• Content Removal: Infringing content taken down
• License Dispute Resolution: Parties' IP rights clarified
• Damages: Compensation if IP owner suffered loss
• Account Action: User warned, suspended, or terminated if egregious

9.2 Who Bears the Costs

Mediation Costs:

• Platform covers all mediation costs; users pay nothing
• Exception: Frivolous/false disputes may result in fee assessment

Payment Processing Fees:

• If refund issued, Platform covers payment processor fees
• Exception: Chargeback fraud; user pays chargeback fees

Third-Party Costs:

• Users responsible for independent legal counsel
• Platform does not cover user attorney fees

10. Enforcement of Decisions

10.1 Binding Nature of Decisions

Dispute decisions are BINDING on both parties, meaning:

• Both parties must accept the decision
• Money is automatically transferred per decision
• Accounts are restricted/suspended as ordered
• Content is removed/restored as ordered
• No further appeals except as noted (enforcement appeal)

10.2 Fund Transfer

Automatic Execution:

• Upon final decision, funds are automatically transferred
• Freelancer receives payment or client receives refund
• No further action required; happens within 24-48 hours
• Transfer method is original payment method (if refunding)

10.3 Account Modifications

Automatic Implementation:

• Account restrictions take effect immediately
• Suspension dates begin immediately
• Termination is effective immediately
• Appeals must be filed before account modifications finalize

10.4 Non-Compliance

If Either Party Refuses to Comply:

• Violating party is subject to enforcement action
• Account suspension or termination
• Funds may be withheld or forfeited
• Law enforcement may be contacted for severe violations
• User held liable for damages resulting from non-compliance

11. External Escalation

11.1 When External Escalation is Permitted

After Platform dispute resolution, parties may pursue:

• Civil Court Litigation: In Turkish courts or jurisdiction specified by agreement
• Arbitration: Through independent arbitrator or arbitration body
• Regulatory Complaints: Complaints to consumer protection agencies
• Law Enforcement: For suspected criminal conduct
• Debt Collection: For non-payment or non-compliance with judgment

11.2 Turkish Legal Framework

Governing Law: Republic of Türkiye

Jurisdiction: Turkish courts have jurisdiction for disputes

Applicable Law:

• Turkish Commercial Code (TCC)
• Turkish Consumer Protection Law (TÜKTK)
• Turkish Code of Obligations (TBK)
• Electronic Commerce Law (EHL)
• Data Protection Law (KVKK)

11.3 Platform Cooperation with Legal Proceedings

We Will Provide:

• User communication records (with legal process)
• Project and payment records
• Evidence submitted during dispute resolution
• Testimony if required (via staff member)
• Information requested by court order

Privacy Protections: We release personal data only per valid legal process

12. Dispute Statistics and Transparency

12.1 Public Disclosure

The Platform commits to transparency:

• Annual Report: Publicly available statistics on disputes
• Categories: Disputes reported by type (payment, quality, etc.)
• Outcomes: Resolutions reported as percentages (refunded, released, etc.)
• Trends: Notable patterns and trends in disputes
• Learning: Insights to help users improve clarity and processes

12.2 Individual Dispute Records

Your Dispute History:

• You can view your dispute history in your Account
• Includes disputes opened, resolved, and outcomes
• You can download records for your records
• Records are retained for 7 years

Privacy of Other Users:

• You cannot see disputes involving other users
• Dispute details are confidential
• Exceptions: If you're the other party; or public legal proceedings

13. Prevention and Best Practices

13.1 Reducing Dispute Risk

For Clients:

1. Clear Specifications: Write detailed project requirements
2. Define Success: Specify deliverables and acceptance criteria
3. Communication: Ask questions and clarify expectations
4. Review Proposals: Ensure freelancer understands the project
5. Progress Checks: Ask for updates and provide feedback
6. Revision Process: Agree on number of revisions in advance
7. Payment Timing: Release payment promptly when satisfied

For Freelancers:

1. Clarify Requirements: Ask questions if anything is unclear
2. Confirm Understanding: Summarize requirements before starting
3. Progress Updates: Keep client informed of progress
4. Quality Assurance: Review work before delivery
5. Professional Communication: Respond promptly and professionally
6. Documentation: Keep records of communications and deliverables
7. Disclose Limitations: Be honest about AI assistance or limitations

13.2 Communication Best Practices

• Use Platform messaging exclusively
• Keep communications professional
• Document agreements in writing
• Confirm receipt of deliverables
• Provide specific, actionable feedback
• Respond to messages within 48 hours
• Use evidence-based language (facts, not emotions)

14. Frequently Asked Questions

14.1 Common Questions About Disputes

Q: How long does dispute resolution take? A: Standard disputes take 20 days maximum. Expedited disputes take 3-5 days. Most are resolved within 10 days.

Q: Do I need a lawyer to file a dispute? A: No. The Platform process is designed for users without legal counsel. Lawyers are optional.

Q: What if I'm not satisfied with the decision? A: You may appeal within 14 days if you have new evidence or believe the process was unfair. After appeal, you may pursue independent legal action.

Q: What happens to my funds during a dispute? A: Unreleased funds remain in escrow. Released funds cannot be recovered unless the decision orders a refund. Mediator determines fund allocation.

Q: Can I contact the other party during dispute resolution? A: Yes, you can continue communicating via Platform messaging. Direct communication outside the Platform is prohibited.

Q: Is my dispute information public? A: No. Disputes are confidential. Exception: If you choose to pursue legal action, court records may be public.

Q: Can the Platform be held liable for dispute resolution decisions? A: No. As a neutral mediator, the Platform is not liable for good-faith dispute decisions.

15. Policy Updates

15.1 Amendments

This Policy may be updated:

• Material Changes: 30 days' notice to all users
• Non-Material Changes: Effective immediately upon posting
• Version History: Previous versions maintained for transparency

16. Contact

For questions about dispute resolution:

• Email: support@tabaglobal.com
• Subject: "Dispute Resolution Question"
• Response Time: Within 3 business days

For dispute submissions:

• Use the dispute button on your project dashboard
• Or email support with "DISPUTE" in the subject

The Extrais Platform is committed to fair, efficient, and transparent dispute resolution. We appreciate your use of this process to maintain trust in our marketplace.

Last Updated: March 19, 2026