Dispute Resolution Policy 

At Wurkify, we value fairness, transparency, and accountability. While most collaborations between event organizers and student gig workers are smooth, disputes may occasionally arise.

This policy provides a structured, multi-step framework to resolve issues quickly and fairly. All users agree to follow this policy when using the Wurkify platform.

Scope of Disputes Covered

This policy applies to disputes such as:

• Payment-related issues (delays, deductions, refunds).

• Attendance conflicts (worker claims attendance, organizer disputes it).

• Performance disputes (organizer claims worker didn’t perform duties, worker disputes this).

• Cancellations & refunds (timing, eligibility, fairness).

• Behavioral or conduct issues (harassment, disrespect, safety concerns).

• Fraudulent activity (fake check-ins, false postings, scams).

Step-by-Step Resolution Process

Step 1: Direct Communication (Self-Resolution)

• Initial Action:
  
  Both parties are encouraged to communicate directly through the in-app chat to resolve small issues (delays, instructions, clarifications).
  
  

• Time Frame:
  
  This must be attempted within 24 hours of the issue occurring.
  
  

• Examples:
  
  

  • Worker running late → informs organizer.

  • Organizer needs a small timing adjustment → informs worker.

  • Misunderstanding on dress code → clarified before event starts.

• Expected Outcome:
  
  Around 70–80% of small conflicts can be resolved at this stage without escalation.
  
  

Step 2: Evidence Collection & Documentation

A. Evidence Workers Should Collect

1. Attendance Records:

   • GPS check-in/out logs from the app.

   • QR code scans at the event location.

   • Selfie check-in at the venue (with timestamp).

2. Work Proof:

   • Photos/videos of tasks performed (e.g., distributing flyers, managing entry gates, assisting guests).

   • Supervisor’s signed verification (if available).

   • Task completion screenshots (e.g., sales record, registration sheet filled).

3. Communication Records:

   • Screenshots of organizer’s instructions, schedule, or changes in duty.

   • Evidence of worker informing about delays/emergencies.

4. Payment Records:

   • Confirmation that work was accepted/completed on the platform.

   • Any deductions explained/not explained by the organizer.

B. Evidence Organizers Should Collect

1. Attendance Verification:

   • Event supervisor check-in report (manual or via app).

   • CCTV/photos of absence or late arrival (if disputed).

   • GPS logs showing worker didn’t check in properly.

2. Performance Records:

   • Notes on worker’s behavior, punctuality, and professionalism.

   • Photos/videos showing incomplete tasks or negligence.

   • Written reports from supervisors or team leads.

3. Communication Records:

   • Screenshots of messages giving instructions, deadlines, or warnings.

   • Proof that worker was informed in advance about requirements (dress code, reporting time, etc.).

4. Payment Records:

   • Shift verification logs showing deductions (if any).

   • Payment initiation proof (if worker claims non-payment).

C. Why Evidence is Crucial

• Prevents “word vs. word” disputes by creating a clear factual trail.

• Protects genuine workers from unfair deductions or false absence claims.

• Protects organizers from fraudulent claims of attendance or task completion.

• Helps Wurkify’s mediation team make quick and unbiased decisions.

• Builds a culture of accountability on the platform.

D. How to Submit Evidence on Wurkify

1. Users must submit evidence directly through the “Raise a Dispute” section of the app.

2. Upload options include:

   • Screenshots (chat, GPS, QR, attendance logs).

   • Photos/videos (compressed to app’s size limit).

   • PDF/JPG of supervisor reports or invoices.

3. Both parties must submit evidence within 48 hours of raising/receiving a dispute.

4. Failure to provide evidence may weaken your case and lead to an unfavorable outcome.

Example Scenarios

• Worker Claim: “I was present, but the organizer says I was absent.”
  
  → Worker provides GPS log, QR scan, selfie check-in.
  
  

• Organizer Claim: “The worker didn’t distribute flyers as instructed.”
  
  → Organizer provides CCTV clip or supervisor’s note.
  
  

• Payment Claim: “My payment was unfairly deducted.”
  
  → Worker provides screenshot of original job listing with no mention of deductions. Organizer provides communication showing deduction reason (e.g., late arrival).
  
  

Step 3: Mediation by Wurkify Support

• Escalation Trigger:
  
  If direct communication fails or either party feels unfairly treated, the issue should be escalated via the app’s “Raise a Dispute” button.
  
  

• Wurkify’s Role as Mediator:
  
  

  • Review submitted evidence from both parties.

  • Contact both sides for clarification.

  • Attempt a fair, balanced solution (partial payments, rescheduling, replacement worker, adjusted refund).

• Time Frame:
  
  Mediation will be completed within 3–5 business days.
  
  

• Possible Mediation Outcomes:
  
  

  • Organizer receives partial/full refund.

  • Worker receives full/partial payout.

  • Replacement worker assigned.

  • Warning issued to one or both parties.

Step 4: Final Binding Resolution by Wurkify

• Decision Authority:
  
  If no agreement is reached during mediation, Wurkify will issue a final binding decision.
  
  

• Basis of Decision:
  
  Decisions will be based on:
  
  

  • Platform policies (Community Guidelines, Refund Policy, Payment Policy).

  • Available evidence.

  • Previous history of both accounts (repeated cancellations, no-shows, misconduct).

• Possible Outcomes:
  
  

  • Full/partial refund to organizer.

  • Full/partial payout to worker.

  • Replacement worker assignment.

  • Account penalties (warning, suspension, ban).

  • Escalation to legal authorities (in fraud/harassment cases).

• Finality:
  
  The decision at this stage is binding on both parties. No further appeals will be entertained, except in cases involving law enforcement.
  
  

Step 5: Post-Dispute Action (Platform Safeguards)

A. Record-Keeping & Transparency

• Each dispute outcome will be logged securely in Wurkify’s internal system.

• Summarized records may be reflected on both the organizer’s and worker’s profile history (visible to Wurkify, not public by default).

• Serious or repeated disputes may influence a user’s Trust Score a system Wurkify uses internally to assess reliability.

B. Impact on Ratings & Reviews

• If evidence shows that either party attempted to manipulate ratings/reviews unfairly (e.g., retaliatory 1-star reviews), Wurkify may:

  • Remove the unfair review.

  • Temporarily suspend reviewing privileges for that user.

• This ensures the ratings system stays credible and isn’t misused as a weapon during disputes.

C. Corrective Measures for Users at Fault

Depending on the severity of the case, Wurkify may apply the following safeguards:

1. Warning Notice – First-time or minor offenders receive a written caution explaining what went wrong.

2. Probation Period – User must complete a set number of successful gigs without issue before regaining full privileges.

3. Additional Verification – Problematic users may be required to re-verify their identity, provide updated documents, or undergo stricter onboarding.

4. Restriction of Features – Temporary suspension of sensitive features such as high-value gigs, instant payouts, or large team bookings until trust is rebuilt.

D. Permanent Actions (For Repeat or Severe Violations)

• Temporary Suspension: Users may be barred from accessing new gigs for a set duration (e.g., 7–30 days).

• Permanent Suspension: Accounts may be permanently removed for:

  • Fraudulent claims or falsified evidence.

  • Non-payment (for organizers).

  • No-shows, repeated negligence, or abusive behavior (for workers).

  • Any activity that violates Wurkify’s Community Guidelines or legal obligations.

E. Why These Safeguards Matter

• Builds long-term trust by protecting genuine workers and organizers.

• Encourages users to act professionally and responsibly.

• Prevents repeat offenders from disrupting the platform’s ecosystem.

• Reinforces Wurkify’s mission to create a fair, transparent, and reliable gig marketplace.

• Special Notes

• Urgent Disputes: For safety or harassment-related disputes, Wurkify may skip Steps 1 & 2 and intervene immediately.

• False Reporting: Any user found to be raising false disputes repeatedly may face suspension.

• Legal Escalation: Wurkify reserves the right to escalate cases to law enforcement if fraud, harassment, or illegal activity is involved.