Money-back, Mediation, Dispute Resolution
A promise to refund your payment if the agreed-upon service or product does not meet the expected standards or requirements, ensuring peace of mind.
Parties
The Service Agreement is signed between the Customer (your company) and Contractors (development agencies that employ your selected engineers).
YouTeam is authorized to act as an agent of the Contractors, e.g. for payments.
Secure Payment Services (Advance Payments)
YouTeam requires payment in advance for development services provided during each servicing period, which is typically equal to a month or a two-week sprint. Payment must be made to YouTeam's designated account before services are rendered.
Following the end of each servicing period, or at any point during the service period once the lack of performance/deliverability/ was spotted, there’s a window of 5 business days within which the Customer shall review the results of the services provided and communicate objections as to the quality of those services if they have any (the so-called‘ objection period’). In the event the Customer fails to provide YouTeam with a written notification within the objection period.
Mediation procedure
Mediation and dispute resolution are the additional services that YouTeam provides to its users. Our goal is to help you resolve the disputes amicably, quickly, and cost-effectively, without resorting to formal dispute resolution procedures or court procedures if possible.
YouTeam Customer Success Manager assigned to each project free of charge acts as a project facilitator and mediator making sure that both sides are satisfied with the cooperation. Our managers are well versed in agile development principles and issues resolution and step in when something is at risk of communication or account management-wise. Mediation is a precursor to the dispute resolution procedure.
Dispute resolution procedure
If within the objection period, the Customer claims they are not satisfied with the quality of the service delivered, they may also request a money-back (partial or full refund depending on the plot of the issue), or additional service delivery within that period. Money-back applies to the funds still held in YouTeam’s designated account ONLY and money-back (the refund request) should be placed in the objection period as well.
YouTeam encourages you to discuss and seek ways to resolve the disagreement directly, however, if you are unable to do so, our YouTeam dispute specialist (s) will conduct an independent assessment of facts and written documents (including by means of electronic communication) pertaining to the case in question and presents the Parties with a written resolution.
A written resolution, made by the YouTeam dispute specialist is a recommendation, which however affects the transfer of money from YouTeam to the Customer or Contractor. Based on a resolution, YouTeam shall transfer the applicable portion of the payment to the relevant Party within 10 business days after a resolution is presented. If that resolution is rejected by one or both of the Parties, the final option is to proceed to arbitration or the court.
Agree and approve the refund request
If the Contractor accepts the claim, the request will be fulfilled, or either with the money back or additional services delivery.
Dispute the refund request
If the Contractor has objections to the request, we will open a dispute and freeze the payout until the final clarification.
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