Fair, transparent, and balanced for both Buyers and Sellers.
Klindata provides a secure environment for digital transactions.
While most orders are completed smoothly, sometimes disagreements occur.
Our Dispute & Resolution Policy ensures that every issue is handled professionally, fairly, and without bias toward either party.
1. What Is a Dispute?
A dispute occurs when a Buyer or Seller reports a problem that cannot be solved directly through order chat — such as:
- Work not delivered or incomplete
- Delivery doesn’t match description
- Buyer requests refund after delivery
- Seller delivers but Buyer becomes unresponsive
- Misunderstanding on revisions or scope
When this happens, either party can open a dispute request through their order page.
2. How to Open a Dispute
If you encounter a problem:
- Go to your Order Dashboard
- Click “Open Dispute”
- Select a reason (e.g., Non-Delivery, Poor Quality, Miscommunication)
- Add a short explanation and attach files if needed
Klindata’s Support Team will review your request within 1–2 business days.
3. Resolution Process
Once a dispute is submitted, the process follows these steps:
| Stage | Description | Timeframe |
|---|---|---|
| Stage 1 – Discussion | Buyer and Seller are encouraged to communicate first through the order chat to find mutual agreement. | Within 48 hours |
| Stage 2 – Review | If no agreement, Klindata’s Resolution Team reviews all evidence (chat logs, files, delivery details). | 2–5 business days |
| Stage 3 – Decision | Klindata issues a fair decision: refund, partial refund, or order completion confirmation. | Final & binding |
All decisions are made based on evidence, clarity of communication, and service terms stated in the listing.
4. Possible Outcomes
| Outcome Type | Description | Example |
|---|---|---|
| Full Refund | Buyer receives 100% refund. | Seller failed to deliver before deadline. |
| Partial Refund | Both parties agree or Klindata decides partial return of funds. | Work partially completed but not full scope. |
| Order Completion | Seller receives payment in full. | Buyer approved delivery but later changed mind. |
| Mutual Cancellation | Both parties agree to cancel before delivery starts. | Refund 100% to Buyer’s Klindata balance. |
Refunds are credited to the Buyer’s Klindata Wallet or returned to the original payment method depending on the gateway used.
5. Important Notes
- Escrow Protection: Payments are released only after Buyer approval.
- Evidence Matters: Keep all communication inside Klindata chat — off-platform conversations cannot be used as proof.
- No External Payments: Any transaction outside Klindata (bank transfer, chat apps) is not protected.
- Response Time: If a Seller or Buyer doesn’t respond within 72 hours after a dispute is opened, Klindata may make a decision based on available evidence.
- Final Decisions: Once a dispute is resolved, the outcome is considered final to maintain system fairness.
6. Fraud & Misuse
Klindata enforces strict measures against fraud or manipulation.
Actions that may result in account suspension include:
- Submitting fake disputes or false claims
- Delivering copied or AI-generated work without disclosure
- Forcing cancellations to avoid platform fees
- Offering or accepting payment outside Klindata
Integrity is critical — verified users who maintain professionalism enjoy higher ranking and faster dispute resolution.
7. Refund Timeline
Refunds are processed within 3–5 business days after approval.
Refund value is always shown in Rupiah (Rp) and matches the original transaction amount.
If paid via e-wallet or virtual account, refund time may vary by payment provider.
8. Escalation to Klindata Team
If you believe a dispute was not handled fairly, you may escalate once within 48 hours of receiving the resolution.
A senior review officer will recheck all data and issue a final decision.
After this stage, the case is officially closed.
9. Support Availability
Our Resolution & Support Team operates Monday–Friday, 09:00–18:00 (GMT+7).
You can reach us through the Help Center or email support@klindata.com with your order ID.
10. Policy Purpose
This policy is designed to:
- Protect Buyers from fraud or poor delivery
- Protect Sellers from unfair refund requests
- Keep Klindata a professional, trusted platform for real work
By maintaining balance, we ensure both sides continue to grow confidently.
Quick Summary
| For Buyers | For Sellers |
|---|---|
| Escrow keeps your money safe until approval | You get paid only for completed work |
| Open dispute within 3 days after delivery | Provide clear proof of work and communication |
| Refunds in Rp within 3–5 business days | Avoid external payments or missed deadlines |
