Escrow Dispute Resolution Policy

1. Purpose

This Escrow Dispute Resolution Policy (the “Policy”) outlines the procedures for handling disputes regarding Milestone (Escrow) Payments on Debel between Buyers and Sellers. By using Debel’s Milestone Payment feature, you agree to comply with this Policy.

2. Scope

This Policy applies to disputes specifically involving Milestone Payments made by Buyers to Sellers for Projects or Contests facilitated through Debel’s platform. General disputes not related to Milestone Payments may follow alternative procedures as outlined in Debel’s User Agreement.

3. Milestone Payment Terms

A Milestone Payment is a payment held in escrow by Debel, to be released under specific conditions, including:

• Mutual agreement between Buyer and Seller to release funds.
• Confirmation by Buyer that the Project or service has been completed to satisfaction.
• Resolution in the Seller’s favor following a Dispute under this Policy.
• Dispute resolution as per the timeline set out in this Policy.

4. Initiating a Dispute

A dispute may be initiated by either Buyer or Seller when:

• The Buyer is dissatisfied with the work or service provided.
• The Seller asserts that the work or service has been completed as per the Project terms, but the Buyer refuses to release the Milestone Payment.

To initiate a dispute, either party should:

• Access the “Milestone Dispute Resolution” section on the Debel platform.
• Provide relevant documentation or evidence supporting the claim (e.g., communication logs, deliverables, service agreements).

5. Dispute Resolution Process

Step 1: Attempt to Resolve Directly

• Both Buyer and Seller are encouraged to resolve disputes through direct communication, ensuring both parties have a chance to explain and address concerns.
• If no resolution is reached within 7 days, either party may escalate the dispute to Debel’s Escrow Resolution Team.

Step 2: Debel Mediation

• Debel’s Escrow Resolution Team will review the dispute, considering submitted evidence from both parties.
• The team may request additional information or documentation from either party as needed.
• The Escrow Resolution Team aims to respond within 14 days of escalation with a proposed resolution.

Step 3: Final Determination

• If the parties accept the proposed resolution, the Milestone Payment will be released according to the agreement.
• If either party does not agree with the proposed resolution, Debel reserves the right to make a final determination based on the available evidence and platform policies.

6. Outcomes of Dispute Resolution

Depending on the findings, Debel may:

• Release the Milestone Payment to the Seller if the work meets the agreed-upon terms.
• Refund the Milestone Payment to the Buyer if the service or deliverables do not meet expectations or project terms.
• Split the Milestone Payment between both parties if partial completion is acknowledged.

7. Binding Nature of the Dispute Resolution

By using the Milestone Payment feature, you agree that Debel’s final determination is binding. You agree not to initiate chargeback requests or seek other forms of recovery once Debel has issued a final resolution, except as required by applicable Malaysian law.

8. Fees

If either party fails to comply with this Policy, additional fees may be incurred, as outlined in Debel’s Fee Schedule. Debel reserves the right to deduct such fees from the User’s account balance.

9. Escalation to Arbitration

In cases where a dispute cannot be resolved through Debel’s internal process, and if agreed by both parties, the dispute may be escalated to independent arbitration. Costs of arbitration will be borne by the initiating party unless otherwise agreed.

10. Fraud Prevention and Abuse of Dispute Process

Debel reserves the right to investigate any suspected abuse of the Milestone Dispute Resolution Policy, including fraud or false claims. Debel may suspend or terminate accounts found to be in violation of this Policy.

11. Modifications

Debel reserves the right to amend this Policy at any time. Notice of changes will be provided on the platform, and continued use of the platform implies acceptance of the revised terms.

Contact Information
If you have any questions about this Policy or need further clarification, please contact our support team at This email address is being protected from spambots. You need JavaScript enabled to view it..