Dispute Policy

This policy covers issues raised about work managed through AirInk, agreed refunds, and disputes opened through a bank or card network. The service provider is the merchant of record. Stripe processes the payment and settles it to the service provider's connected account. AirInk never holds the money.

• A work issue: a client can raise an issue on a milestone before or after completion. The service provider can respond and both parties can use the agreement, messages, approvals, photos, and other records already attached to the work.
• A refund: the service provider may agree to return all or part of a payment. A refund does not by itself decide whether either party breached their agreement.
• A payment dispute or chargeback: a client asks their bank or card issuer to reverse a payment. The bank or card network, not AirInk, decides the outcome under its rules and deadlines.

AirInk encourages the parties to resolve an issue directly. If an in-app issue needs staff review, AirInk may review the shared record, ask for more information, and close the issue in one party's favor so the milestone can proceed. That operational review applies AirInk's service rules to the records on file. It is not a court judgment, arbitration award, or legal opinion, and it does not remove any right or remedy available under the parties' agreement or applicable law.

AI may organize a timeline or draft a summary, but a person reviews any outcome that affects a disputed milestone. AirInk does not guarantee a particular result.

• AirInk fee: the AirInk platform fee is reversed in proportion to the payment amount returned. Rounding favors the payer.
• Processing cost: payment-processing costs are separate from the AirInk fee and generally are not returned by the payment processor. AirInk does not refund a processing cost it did not receive.
• Fee credit: when fee credit was used against an AirInk fee that later reverses, the proportional credit is restored.
• Partial refunds: the same rules apply in proportion to the amount returned.

The service provider, as merchant of record, is responsible for payment disputes and chargebacks. When the required documentation existed before the charge, AirInk can gather the signed agreement, signature record, milestone details, confirmations, eligible photos, messages, and delivery records already on file and submit or help prepare a response. AirInk does not create missing evidence, reimburse the disputed amount or network fees, or guarantee that a dispute will be won.

• The AirInk platform fee is reversed in proportion to the amount reversed.
• A network dispute fee is charged to the service provider when the dispute is lost. If the dispute is won and the network does not assess the fee, it is not passed through.
• If a reversal creates an amount owed, recovery is applied in this order: available Stripe balance, AirInk fee credit, future payouts, and then the billing method on file. AirInk provides notice before charging the billing method.

The client authorizes the payment schedule when signing. The deposit may be charged at signing. A later milestone may be charged after the client confirms completion or after the agreed confirmation window expires. For a charge based on an expired confirmation window, AirInk records delivery of advance notice before the charge can proceed. The notice includes the amount and milestone and gives the client a way to review the work or raise an issue.

A client can open the milestone and choose "Raise an issue." The service provider can respond through the related workspace. Either party may also email support@airink.ai. Include the agreement or milestone, the requested outcome, and records that support your position. Do not wait for an AirInk review if a bank, card-network, contract, or court deadline applies.

The agreement between the parties controls their work, cancellation, refund, mediation, and dispute terms. AirInk's tools do not replace those terms or applicable law. If the parties chose mediation or arbitration in their agreement, they are responsible for following that process. Nothing in this policy prevents a party from using small claims court, another available court, or any non-waivable legal right, subject to the agreement and applicable law.