Mediation Policy
We ensure a fair and transparent mediation between all parties to preserve rights and enable transactions with confidence.
The mediation system in Elawaady is designed to protect both the buyer and the seller, by holding the funds until the service delivery is verified.
1. How Mediation Works
The buyer submits a mediation request specifying the service, amount, and the target supplier.
The buyer deposits the full amount with the platform, which holds it until the deal is completed.
The supplier executes the agreed service within the specified duration.
The buyer confirms receipt and quality of the service, and the amount is released to the supplier.
2. Mediation Fees
* Fees are calculated from the total deal value and deducted from the escrowed mediation amount.
3. Buyer Protection
- The buyer has the right to a full refund if the service is not executed within the specified time.
- The right to object to service quality within 48 hours of delivery.
- In case of dispute, the platform decides with a final decision within 5 working days.
- Full security of the funds until the dispute outcome is clear.
4. Supplier Protection
- Guarantee of receiving the funds after buyer confirmation or expiry of the objection window.
- The buyer cannot withdraw their funds after service execution begins without a valid reason.
- The supplier's right to submit proof of execution in case of dispute.
- Mediation team support in resolving any disputes.
5. Mediation Cancellation Cases
A mediation request can be cancelled and a full refund issued (before fee deduction) in the following cases:
- The supplier does not accept the mediation request within 24 hours.
- Mutual agreement of both parties to cancel before execution begins.
- Expiry of the specified deadline without starting execution.
- Proof of fraud or deceit by the supplier.
6. Dispute Resolution Mechanism
When a dispute occurs:
- The funds are frozen until the dispute is resolved.
- Both parties are notified and requested to provide documents and proofs.
- The mediation team reviews all evidence within 72 hours.
- A final binding decision is issued for both parties.
To contact regarding a dispute: support@elawaady.com: support@elawaady.com