Issue Resolution Policy

This policy explains how issues between clients and providers are handled on Slate.

Slate provides a structured milestone-based system through which payment instructions (including transfers and refunds) are created and sent to Stripe based on predefined rules and user actions.

Slate does not act as an escrow provider, arbitrator, or financial institution. Slate does not take custody of funds. All payments are processed and held by Stripe in accordance with its terms and regulatory obligations.

An issue can be reported where all of the following apply:

• The milestone has been formally submitted on the platform
• The client opens the issue within the review period
• There is no existing active issue for the same milestone

Only one issue may be active per milestone at any time.

Providers cannot open issues but may respond, submit evidence, and participate in resolution.

Issues must be based on predefined categories:

• Work has been abandoned
• Submitted work is not accepted as agreed

Issues based on general dissatisfaction or subjective preference are not supported through the platform.

When an issue is submitted:

• Any pending payment instruction is delayed
• The milestone enters an issue state
• Both parties may submit information and propose outcomes

No payment instruction (transfer or refund) will be sent until the issue is resolved or a rule-based outcome is applied.

Slate applies predefined rules to determine outcomes.

These rules are based on:

• The selected issue type
• Recorded milestone activity, such as submission, responses, and prior actions
• The agreed milestone structure

Outcomes may include:

• Full refund to the client
• Full release to the provider
• A split outcome (partial refund and partial release)
• Temporary continuation of the milestone where further action is required

Where applicable, outcomes determine the payment instructions sent to Stripe.

Slate does not make subjective determinations about quality, fairness, or intent.

During an issue:

• Either party may propose an outcome
• Outcomes may include partial payment splits
• An outcome is only applied early if both parties agree

If no agreement is reached within the issue timeframe, a predefined rule-based outcome will be applied automatically.

If one party does not respond:

• Platform rules may be applied based on available information
• Automatic outcomes may be triggered after defined time periods

Failure to respond does not prevent resolution.

If no issue is reported within the review period:

• Payment is automatically released to the provider

It is the responsibility of both parties to act within the defined timeframes.

Payments are subject to time limits imposed by Stripe.

Where a milestone remains unresolved for an extended period:

• Slate may apply additional predefined rules
• A final outcome may be automatically determined

This may include:

• Releasing funds
• Issuing a refund
• Applying a predefined split

This ensures that all payments are processed within required time limits.

Outcomes determined through this process are final within Slate's payment system.

Slate's role is limited to applying predefined rules and facilitating payment instructions.

These outcomes do not constitute legal judgments. Users may pursue matters independently outside the platform.