Dispute and Refund Policy

1. Purpose and scope

This Policy applies to the internal process used to review disputes between a Customer and a Performer concerning a Task arranged through the Platform. It also explains related payment-provider actions and the routes available for complaints concerning SixApp's own platform service.

A Task Agreement is made directly between the Customer and the selected Performer. SixApp is not the provider of the Task and does not become a party to the Task Agreement by facilitating payment or administering an internal Dispute.

SixApp's internal process is a payment and support mechanism. It is not a court, arbitration tribunal or statutory alternative dispute resolution body. An internal decision does not determine legal liability and does not prevent any party from using a competent authority, alternative dispute resolution process or court.

This Policy does not govern appeals against content moderation or Account restrictions. Those decisions are handled separately under Section 15 and the Terms.

2. Key terms

• “Dispute” means a formal payment or performance dispute opened through the Platform concerning a Task.
• “Review Period” means the 24-hour period that begins when the Customer is notified that the Performer marked the Task complete. The Platform will display the end time.
• “Performer Amount” means the amount stated in the accepted Offer as consideration for the Task, before any permitted adjustment.
• “Platform Fee” means the fee charged to the Customer for SixApp's platform service. Unless Checkout clearly displays a different rate, the Platform Fee is 13% of the Performer Amount and is paid on top of the Performer Amount. VAT chargeable on the Platform Fee is included unless Checkout expressly states otherwise.
• “Customer Total” means the Performer Amount, Platform Fee and any other tax or charge expressly disclosed at Checkout.

3. Matters that may be disputed

A User may open a Dispute where the User reasonably believes that:

• the Task was not completed or was only partly completed;
• the Task materially differed from the agreed scope, result or deadline;
• the work has a material defect or does not conform to the Task Agreement;
• a User cancelled, failed to attend, denied agreed access or otherwise prevented performance;
• an approved material, expense or price adjustment is disputed;
• a payment, payout or refund associated with the Task requires review; or
• another material performance issue arose in connection with the Task.

SixApp may redirect an issue that falls outside the Task Dispute process, including a complaint about SixApp's own service, a content moderation appeal, a bank chargeback, an alleged crime or an insurance claim. SixApp will give a concise explanation of the appropriate route.

A User may withdraw a Dispute or notify SixApp that the Users have reached a settlement. SixApp may continue a safety, fraud, legal or payment review where reasonably necessary.

4. Opening a Dispute

A Dispute must normally be opened through the relevant Task page using the in-app dispute function. If that function is unavailable because of a technical or accessibility problem, the User may contact in-app support or info@sixapp.eu without losing a deadline that would otherwise apply.

The User opening the Dispute must select the issue, describe the relevant facts, identify the requested outcome and submit reasonably available supporting evidence.

SixApp will confirm that the Dispute was received and will notify the other User unless notice would create a material safety, fraud or legal risk.

SixApp may request information reasonably necessary to assess the Dispute. A request will identify what is needed and the response deadline. SixApp will not require irrelevant or disproportionate personal data.

5. Task Review Period and late claims

A Customer who does not agree that a Task was properly completed should open a Dispute during the Review Period. Opening the Dispute during that period allows the Platform to request that the payment provider delay release of the disputed Performer Amount while the matter is reviewed.

If the Customer takes no action before the Review Period ends, the Task is automatically treated as completed for Platform payment-release purposes and SixApp may instruct the payment provider to release the Performer Amount.

Automatic completion does not waive a mandatory consumer right, a claim based on fraud or latent non-conformity, or another right that cannot lawfully be limited. The Review Period does not shorten any statutory limitation or claim period.

A late report may no longer be capable of pausing a payout that has already been processed. SixApp will nevertheless review a late report where required by law or reasonably necessary for fraud, safety, payment error or a potentially valid mandatory claim. The available payment remedy may depend on whether the funds can lawfully be recovered through the payment provider or from the relevant User.

6. Payment provider and payout status

Payments are processed by Stripe or another authorised payment service provider under its own terms. SixApp does not operate an unlicensed escrow service and does not hold User funds in its own payment account.

When a Dispute is opened before payout, SixApp may ask the payment provider to delay transfer of the disputed funds pending review. A delay does not mean that either User has won the Dispute.

Where funds have already been released, SixApp may request a reversal, refund or other payment action available under the payment-provider arrangements and applicable law. SixApp may recover an amount from future payouts only where the Terms and law permit it and after giving the affected User notice.

A payment-provider hold, reserve, verification check or legal restriction may continue independently of SixApp's internal decision.

7. Evidence

SixApp may consider evidence relevant to the agreed Task, including:

• the Task Description, accepted Offer, agreed price and approved changes;
• Platform records, timestamps and Task status events;
• in-app communications and confirmations;
• Completion Evidence captured or submitted through the permitted Platform workflow;
• receipts and records of previously approved materials or costs;
• delivery, handover, checklist or access confirmations;
• location or check-in information where that feature was enabled, disclosed and relevant;
• payment records and reliable fraud or technical signals; and
• the statements and responses provided by each User.

Where a Task category requires in-app camera capture, evidence must be captured through that workflow and gallery uploads may not be accepted. The Platform must not use off-Task or covert location, camera or microphone monitoring.

Evidence must be truthful, relevant and proportionate. Users must not knowingly submit fabricated, altered, unlawfully obtained or materially misleading evidence.

Users should avoid recording faces, children, bystanders, private documents, access codes, sensitive locations or other personal data unless genuinely necessary and lawful. A User must not trespass, access another person's device or account, or make an unlawful recording to obtain evidence.

SixApp assesses the consistency, reliability, timing, relevance and completeness of the available evidence. No single item automatically proves or disproves a claim.

The evidence requirements in this Policy apply only to SixApp's internal process. They do not change any burden of proof or evidentiary right established by mandatory law.

8. Response and cooperation

SixApp will normally give the other User 24 hours to respond and provide relevant evidence. The Platform will display the applicable deadline.

SixApp may reasonably extend or shorten a response period where necessary because of safety, fraud, technical failure, translation, accessibility, the complexity of the evidence or a legal requirement. The affected Users will be informed of a material change.

If a User does not respond by the deadline, SixApp may decide the Dispute using the available information. A failure to respond does not automatically establish fault or entitle the other User to the requested outcome.

Both Users must cooperate honestly, preserve relevant records and respond to proportionate requests. SixApp is not required to provide unlimited opportunities to repeat submissions or provide evidence that could reasonably have been submitted earlier.

9. Assessment and decision

SixApp will assess the Dispute against the Task Agreement and the circumstances of the case. Relevant factors may include the agreed scope and deadline, the measurable result, work actually performed, approved costs, the reason for non-performance or defective performance, each User's responsibility and the reliability of the evidence.

A material final decision will not be made solely by an automated system. Automated tools may organise records, identify technical anomalies or support fraud detection, but a qualified person will exercise human oversight.

SixApp will act impartially between the Customer and Performer for the purpose of administering the available payment. SixApp may ask follow-up questions where they are reasonably likely to affect the outcome.

The decision will identify the outcome, the main facts and contractual criteria relied on, the treatment of the Performer Amount and Platform Fee, and the available appeal route. SixApp may omit information where disclosure would unlawfully reveal personal data, compromise security or fraud prevention, or create a serious safety risk.

SixApp will decide a Dispute without undue delay after the response period and necessary evidence review. Complex safety, fraud, chargeback or legal matters may require more time. The Platform will provide a status update if a material delay occurs.

10. Possible outcomes

Depending on the evidence, Task Agreement, Terms and mandatory law, SixApp may instruct the payment provider to:

• release the full Performer Amount;
• refund the full disputed amount to the Customer;
• divide the Performer Amount between the Customer and Performer;
• reimburse verified costs that the Customer approved before they were incurred;
• process an agreed additional performance or correction where both Users consent; or
• apply another payment outcome required by mandatory law.

A partial allocation may include a 50/50 division where the evidence is materially balanced or that division is a reasonable compromise in the circumstances. A 50/50 outcome is never automatic and the decision will give a concise reason for using it.

SixApp's internal authority is limited to payment and Platform measures available under the Terms, the payment-provider arrangements and applicable law. SixApp does not award damages, determine criminal responsibility or decide claims against a User's insurer.

If the Users agree on a lawful settlement, SixApp may implement it to the extent technically and legally possible. SixApp may refuse a settlement that would facilitate fraud, fee avoidance, unlawful activity or harm to another person.

11. Cancellations, costs and Platform Fee

Cancellation outcomes are governed by Section 11 of the Terms and any more favourable rule displayed at Checkout. The value of work already performed and previously approved costs will be assessed proportionately.

If the Performer cancels, fails to attend or cannot lawfully perform, the Customer will receive a refund of the Customer Total, except for a separately approved and already delivered item that the Customer keeps.

If the Customer cancels before the Performer starts travelling, working or incurring an approved cost, the Customer will receive a refund of the Customer Total. After that point, the Performer may receive verified approved costs and a proportionate amount for work actually performed, and the balance will be refunded.

The Platform Fee will be refunded where the Performer cancels or the Task Agreement is not formed. In other cancellations, SixApp may retain only an amount clearly disclosed before payment and lawfully attributable to the platform service already supplied. Any remaining Platform Fee will be refunded. Mandatory consumer rights prevail.

Materials or expenses are reimbursable only if the Customer approved them through the Platform before they were incurred, except for a reasonable emergency expense necessary to prevent immediate harm and supported by evidence.

12. Appeal

Each User may submit one appeal through the Platform within 24 hours after the first decision. The Platform will display the deadline. A longer period applies where required by law or reasonably necessary because the appeal function was unavailable due to a documented technical or accessibility problem.

The appeal must identify a material factual or procedural error or provide material evidence that could not reasonably have been submitted during the first review.

Where reasonably practicable, a different qualified reviewer will consider the appeal. The appeal decision will state whether the original outcome is upheld, modified or reversed and will give a concise explanation.

The appeal decision is final only within SixApp's Task Dispute process. The appeal deadline and one-appeal limit do not restrict a mandatory consumer complaint, DSA complaint, payment-provider dispute, alternative dispute resolution process or court claim.

13. Payment and refund execution

After the internal process ends, SixApp will send the permitted payment instruction to the payment provider. The provider may require additional verification or processing time.

An approved refund will be initiated without undue delay and ordinarily within five business days after the relevant decision. The Customer's bank or payment method may require additional time to credit the refund.

The decision record will show the amount allocated to each User, the treatment of the Platform Fee and, where available, the refund or payout status.

SixApp may correct an obvious calculation, duplication or technical execution error after notice to the affected Users. A substantive change to the merits of a final decision requires a lawful basis, such as fraud, a chargeback outcome, new mandatory information or the Users' agreement.

14. Chargebacks and payment provider disputes

A chargeback or payment dispute initiated through a bank, card issuer or payment provider is separate from the Task Dispute process.

SixApp's internal decision does not determine or guarantee the outcome of a chargeback. The payment provider or financial institution applies its own rules and legal obligations.

SixApp may provide the payment provider with relevant Task, payment, communication, evidence and decision records where necessary to address a chargeback, prevent fraud or comply with law. Personal data will be handled under the Privacy Policy.

If a payment is reversed or charged back after payout for a legally valid reason attributable to the Performer, the repayment and any deduction from future payouts will be handled under the Terms and applicable law.

15. Safety, fraud and Account actions

SixApp may pause the ordinary process and escalate a matter involving suspected fraud, manipulated evidence, threats, harassment, identity misuse, serious safety concerns, potentially unlawful conduct, property damage or a payment-provider investigation.

SixApp may preserve evidence, restrict relevant Platform functions or ask the payment provider to delay funds only to the extent reasonably necessary and legally permitted. SixApp may contact emergency services or a competent authority where required by law or reasonably necessary to address a serious and credible threat.

A Task Dispute decision and an Account or content moderation decision are separate. Neither automatically determines the other.

If SixApp restricts content, payments or an Account on the ground that User Content is unlawful or violates the Terms, SixApp will provide the statement of reasons and review information required by applicable law. An affected User may use the free in-app moderation appeal route within six months after notice, unless a longer period applies. This moderation route is separate from the 24-hour Task Dispute appeal.

16. Consumers, Traders and external complaints

Where the Performer is a Trader and the Customer is a Consumer, the Performer is responsible for the conformity of the Task under the Task Agreement. SixApp may facilitate communication and payment administration but does not replace the Trader's statutory obligations.

Where the Performer is a Non-Trader, statutory consumer rights governing contracts with traders generally do not apply to the Task Agreement. This does not affect rights concerning SixApp's own platform service or rights that apply for another reason.

The 24-hour Review Period and internal appeal do not reduce any mandatory right concerning non-conforming services, withdrawal, fraud, unauthorised payments or another protected claim.

A Consumer may submit a written complaint concerning SixApp's own platform service through in-app support or to info@sixapp.eu. The complaint should identify the User, relevant Task or transaction, facts and requested solution.

SixApp will provide a written response to a Consumer complaint within 15 working days after receipt, unless an objectively justified extension is permitted. A rejection will give reasons and explain the available next steps.

An unresolved Latvian consumer complaint may be submitted to the Consumer Rights Protection Centre of Latvia (PTAC), including through the information available at ptac.gov.lv, and a Consumer may also use another competent alternative dispute resolution body or court.

A dispute between a Customer and Performer may also be negotiated directly or brought before a competent authority or court. Nothing in this Policy requires exclusive arbitration or prevents a User from seeking an available legal remedy.

17. Personal data and record retention

SixApp processes Dispute information to administer the Platform, perform the Terms, prevent fraud, protect Users, comply with legal obligations and establish, exercise or defend legal claims. Further information appears in the SixApp Privacy Policy.

Access to Dispute records is limited to Users involved in the case, authorised personnel, service providers and authorities with a lawful need to receive them. One User may receive the other User's submissions where needed for a fair response, subject to proportionate redaction for privacy, security or safety.

Routine Task and communication records are retained for the periods stated in the Privacy Policy. Evidence and decision records connected with an actual or reasonably anticipated legal, fraud, chargeback, tax or regulatory matter may be retained for up to 10 years where necessary and lawful.

Users should keep their own records where they may be needed for legal, tax or insurance purposes. SixApp cannot guarantee that records will remain available in an Account after the applicable retention period.

18. Publication, language and contact

SixApp will make the current Policy reasonably accessible through the Platform and may also provide a plain-language process summary in the Task and support interfaces.

SixApp may update this Policy to reflect a change in the Terms, law, payment-provider arrangements or the Platform. A change that materially affects contractual rights will be made through the Terms and the legally required notice or acceptance process. The version and effective date will be displayed.

This Policy may be made available in English, Latvian or another language. The version made available to and relied on by the User applies, subject to mandatory language and consumer-protection law. An English-language designation does not limit any requirement to provide information or service in Latvian.