Dispute Resolution Policy
Last updated: February 18, 2026
1. Purpose
Nirman Creations is committed to fair and transparent resolution of disputes between clients and vendors. This policy describes the multi-stage dispute resolution process available through the Platform.
2. Dispute Resolution Stages
1
Direct Communication (0-7 days)
- Parties should first attempt to resolve the issue through the Platform messaging system
- All communication is logged and timestamped for evidence
- If resolution is reached, document the agreement in the milestone notes
2
Platform Mediation (7-21 days)
- Either party can raise a formal dispute from the project dashboard
- Assign a priority level: Low, Medium, High, or Critical
- A Nirman Creations mediator reviews evidence (messages, milestones, photos, payments)
- Both parties can submit written statements and supporting documents
- The mediator proposes a resolution within 14 business days
3
Binding Arbitration (21-60 days)
- If mediation fails, either party may escalate to arbitration
- Conducted under the Indian Arbitration and Conciliation Act, 1996
- An independent arbitrator appointed by mutual consent or by Nirman Creations
- Arbitration seat: Mumbai, Maharashtra
- The arbitrator's decision is final and binding
- Costs are split equally unless the arbitrator determines otherwise
3. What Can Be Disputed
- Quality Issues: Work not meeting agreed specifications or industry standards
- Delayed Delivery: Milestones not completed within agreed timelines
- Non-Delivery: Vendor abandons project or fails to start work
- Payment Disputes: Incorrect charges, unauthorized deductions
- Scope Disputes: Disagreement on what was included in the original agreement
- Material Quality: Substandard or different materials used than specified
- Safety Violations: Non-compliance with building codes or safety standards
4. How to File a Dispute
- Log in to your dashboard and navigate to the relevant project
- Click "Raise Dispute" on the milestone or project page
- Select the dispute category and priority level
- Provide a detailed description of the issue
- Upload supporting evidence (photos, documents, screenshots)
- Submit — both parties will be notified immediately
Important: Disputes must be filed within 30 days of the milestone completion date or the issue occurrence. Late disputes may not be eligible for resolution.
5. Escrow Protection During Disputes
- Funds related to disputed milestones are frozen in escrow until resolution
- Neither party can access disputed funds during the process
- Undisputed milestones continue to process normally
- The mediator/arbitrator determines fund allocation based on evidence
6. Resolution Outcomes
| Outcome | Action |
|---|---|
| Full refund to client | Escrow released back to client wallet/payment method |
| Full release to vendor | Escrow released to vendor payout |
| Partial split | Proportional release based on work completed |
| Rework required | Funds remain in escrow; vendor completes corrections |
| Project cancellation | Full refund minus value of approved milestones |
7. Anti-Abuse Measures
- Filing false or frivolous disputes may result in account suspension
- Repeated disputes flagged for pattern analysis
- Users with >3 lost disputes in 6 months receive a formal warning
- Deliberate dispute abuse leads to permanent account termination
8. Consumer Forum Rights
Nothing in this policy restricts your right to approach the National Consumer Disputes Redressal Commission (NCDRC) or state/district consumer forums under the Consumer Protection Act, 2019.
9. Contact
For dispute-related inquiries:
Email: disputes@nirmancreations.com
Phone: +91-XXXXX-XXXXX
Dispute escalation email: escalation@nirmancreations.com