When something goes wrong, we put it right.

1. Raise a milestone dispute

If completed work doesn’t meet what was agreed, open a dispute from the relevant job in your account instead of releasing the milestone. Describe the issue and attach evidence — photos, messages and the original scope all help.

2. Neutral, AI-assisted review

Our resolution team reviews the milestone evidence with the help of a neutral AI arbitrator that analyses the agreed scope against what was delivered. We aim to propose a fair resolution within 48 hours of receiving the evidence.

3. Possible outcomes

• Full release — the work meets the agreed standard.
• Partial (pro-rata) release — part of the work is complete; the remainder is held pending a fix, typically within a set window.
• Refund — the work falls materially short and is returned to the client.

Escrow only ever moves in line with the agreed or determined outcome.

4. General complaints

For anything that isn’t a milestone dispute — conduct, verification, billing, data or platform issues — email contact@evandeli.com with “Complaint” in the subject. We’ll acknowledge within 2 business days and aim to resolve within 10 business days, keeping you updated if it needs longer.

5. Escalation & your rights

If you’re unhappy with our decision, ask for it to be reviewed by a senior team member. Using our process doesn’t affect your legal rights: consumers keep their rights under the Consumer Rights Act 2015, may pursue alternative dispute resolution where available, and can take a matter to court. Data concerns can be raised with the ICO (ico.org.uk) — see our Privacy Policy.

6. Fair play

We treat both sides impartially and decide on the evidence. Abuse of the disputes process — fabricated claims, or raising disputes to avoid legitimate payment — breaches our Acceptable Use Policy and may affect your account and authority tier.