Marketplace Integrity

The Fair Play Guide

Deal, Delivery & Dispute Policy

💡 The TL;DR

We built Hawld to make freelance and other deals 100% safe. The rules are simple: What you promise in the description is exactly what you must deliver. Keep all your chatting inside the Hawld website, deliver your final files through the Private Submission Page, and don't try to scam, or your Trust Score will tank.

1. The Deal Description is King

When a deal is created, the product description is the final, binding agreement.

In the event of a dispute, our moderators will first look to see if the delivered product matches the exact description written in the initial deal.

Sellers are strictly prohibited from altering the product to be different from what was initially promised without the buyer's explicit consent.

2. The 3 Steps to a Bulletproof Deal

Step 1: The Talk (Hawld App Chat)The platform chat is strictly a communication medium for discussing project details. It is not an automated legal contract. During a dispute, our team pays no attention to chat data for enforcing new terms unless both parties explicitly acknowledge and agree to those terms during the dispute resolution process.
Step 2: Revisions & Terms (The Revision Feature)If a seller promises a revision, or if any specific terms or scope changes are negotiated, they must be logged and mutually approved using Hawld’s built-in Revision Feature. Do not rely on chat handshakes. If you avoid the Revision Feature and one person denies the agreement during a dispute, the undocumented revision will not be enforced.
Step 3: The Delivery (Private Submission Page)When the final product is finished, it must be submitted exclusively through the Hawld Private Submission Page. Do not deliver the final product files via chat, email, or third-party links.

3. The Dispute Process & The 1-Appeal Rule

Sometimes things go wrong. If an issue arises, either party can hit the "Dispute" button. Our human moderation team reviews cases between 10:00 AM and 9:00 PM IST. We aim to respond within 2.5 hours during active shifts, and guarantee a resolution within 72 hours maximum.

The Investigation: Hawld Moderators will review the platform chat logs, the official Revision logs, and the files submitted exclusively through the Hawld Private Submission Page. After reviewing the complete case, the Moderator will issue a ruling.

Clarity is Mandatory: Users are required to be straightforward and clear while negotiating a deal. In the event of confusing, contradictory, or vague chat logs, the Hawld administration team will strictly prioritize the original project description and officially accepted Revisions over the chat data.

The Final Verdict (No Appeals): The decision made by the Hawld Moderator is absolute and final. Once the ruling is issued, Hawld LLP will immediately execute the transfer of the held funds to the rightful party. There is no "re-appeal" or secondary review process for dispute rulings.

4. The Trust Score Penalty

  • Losing a dispute because you failed to deliver the promised product will result in a severe deduction to your Trust Score.
  • Opening fake disputes to try and steal a product without paying will result in an immediate Trust Score crash.
  • Dropping below minimum Trust Score thresholds will result in account throttling, frozen funds, or permanent bans. Play fair, and you will level up.