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Dispute Resolution
SolarPlanner is committed to a fair and fast dispute resolution mechanism. Three escalation levels, deterministic refunds for 12 common scenarios, and a separate whistleblower channel for conflicts of interest.
Three-Tier Escalation
Tier 1 is fast for minor disputes, Tier 2 for substantive ones, and Tier 3 is final and binding if Tiers 1-2 deadlock. Each tier has a clear time window.
Direct resolution with the Support team. Suitable for billing questions, subscription tier clarifications, or minor disputes (e.g. a quote that did not match expectations).
Who can initiate: Users, Contractors, or B2B Data Licensing clients
THEMIS audit team + Founder review. Suitable for substantive disputes (e.g. a Match Service qualified-match dispute, a refund denied at Tier 1, or a claimed breach of the Contractor Agreement).
Who can initiate: Automatically if Tier 1 fails to resolve within 7 days, or directly to Tier 2 for high-stakes cases
Final binding resolution. Suitable for major disputes not resolved in Tiers 1-2 (e.g. material breach of contract, damages claims above the threshold, or disputes over clause interpretation).
Who can initiate: After a Tier 2 deadlock of 14 days, either party may escalate to the applicable forum
Refund Deterministic Table
Rather than case-by-case discretion, we publish the outcome and timing for 12 common scenarios. Predictable. Auditable.
| Scenario | Outcome | Timing |
|---|---|---|
| Subscription Listing Fee cancellation < first 30 days | Full 100% refund | 5 business days to the contractor's account |
| Subscription cancellation between days 30-90 | Pro-rata refund of the remaining period | 5 business days |
| Subscription cancellation > 90 days | Pro-rata refund of the remaining period - 5% admin fee | 5 business days |
| Match Service: user accepts a quote and the contractor's service is poor within 14 days | Full Match Fee refund to the contractor + the user receives a replacement match (if available) | 7 business days |
| Match Service: contractor claims the user did not respond / was not qualified within the 7-day window | Match Fee returned to the contractor if the dispute is valid | 7 business days |
| Off-Platform Referral: deal cancelled pre-signing | No commission triggered (no refund needed) | — |
| Off-Platform Referral: deal closed then cancelled within the legal cooling-off period | Commission returned by the partner contractor, 100% refund | 14 business days |
| Data License annual cancellation mid-term (Mid/Enterprise tier) | Pro-rata refund of the remaining quarter + 10% early-termination penalty | 14 business days |
| Sponsored Content: piece cancelled pre-publish | 100% refund - production cost (if ATLAS has already written the draft) | 7 business days |
| Sponsored Content: editorial firewall breach claim is valid | 100% refund + retraction policy applies | 14 business days |
| Founding Contractor Program clawback (material fraud) | Equivalent to backpay at the regular tier for the promo period + 15% penalty (LIMITED to fraud only) | 30 business days |
| Service outage > 24 hours consecutive (SLA breach) | Service credit of 1 day per 1 hour of extra outage | Auto-applied next billing cycle |
// 12 scenarios locked · Article 5, Dispute Resolution Procedure (post lawyer-review)
Conflict of Interest Channel
A separate channel for reporting conflicts of interest, ranking bias, or sponsored content bias. Privileged email, 24-hour acknowledgement + 30-day investigation.
Email sent directly to this channel is filtered to the Founder + THEMIS audit with no intermediary. The reporter's identity is protected (unless the report itself becomes evidence in a court dispute and a third party obtains a legal production order).
// Reserved Matters direct to Founder · Article 7 (data breach · legal letter · fraud > Rp 50 million)
Jurisdiction Forum
BANI (Indonesian National Board of Arbitration). Final and binding, with competence over commercial contracts.
South Jakarta District Court (PN Jakarta Selatan), in line with SolarPlanner's office domicile (Jakarta virtual office, post-incorporation).
Language & Governing Version
This Dispute Resolution Procedure is originally drafted in Indonesian (Bahasa Indonesia), which is the official and binding version. In the event of any discrepancy or difference in interpretation between the Indonesian and English versions, the Indonesian version shall prevail, consistent with Article 31 of Law No. 24 of 2009 on the National Flag, Language, Emblem, and Anthem.
// Full procedure detail
The formal version for legal reference in the Terms & Conditions + commercial Contractor contracts + Data License Agreement.