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Customer Protection & Resolution

Dispute Resolution Policy

Effective Date: January 1, 2026 | Last Updated: September 2026 | EVETS Software Solutions (evets.net)

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EVETS Software Solutions is committed to providing outstanding software services and maintaining long-term, transparent partnerships with our clients. This Dispute Resolution Policy provides an efficient, fair, and accessible mechanism to address and resolve any billing, service, or deliverable concerns.

1. Good-Faith Resolution Principle

Both EVETS and the Client agree to resolve all differences, inquiries, and claims through informal, cooperative, and good-faith discussions prior to escalating to third-party or formal legal channels.

2. Three-Tier Dispute Resolution Process

🟢 Tier 1: Direct Support & Account Management

The Client submits the dispute details via the Client Portal Support Desk (Tickets) or via email to contact@evets.net. A dedicated technical lead or account manager will investigate and aim to provide an initial resolution within 1 to 2 business days.

🟡 Tier 2: Senior Management Review & Mediation

If the issue remains unresolved at Tier 1, it is automatically escalated to the EVETS Senior Operations & Billing Director. A joint review meeting (via video call or WhatsApp conference) will be arranged with the Client within 3 business days to reach an amicable settlement.

🔵 Tier 3: Independent Mediation

In the rare event that a mutually agreeable outcome cannot be reached within 14 business days, both parties agree to explore formal independent conciliation or mediation before pursuing statutory arbitration.

3. Billing & Payment Disputes

  • Notification Period: If you identify any billing discrepancy or question regarding an invoice amount, please notify our billing department within 30 calendar days of the invoice date.
  • Billing Investigation: While an invoice is under active investigation, associated software services will remain operational and will not be suspended.

4. Chargebacks & Payment Gateway Cooperation

We work closely with PAYable IPG, Commercial Bank of Ceylon, PayPal, and card networks (Visa, MasterCard, American Express) to ensure full transaction integrity:

  • We kindly ask clients to contact EVETS first before filing a chargeback or dispute with their card-issuing bank. We are always prepared to promptly rectify billing oversights or process legitimate refunds directly without prolonged bank processing times.
  • In the event of an unauthorized charge report, EVETS cooperates fully with banking fraud analysis teams by providing comprehensive audit logs, IP verification, and signed approval records.

5. Deliverable & Milestone Scope Disputes

For custom engineering and software milestones:

  • Warranty Remediation: Any functional defects or non-conformity with the signed scope reported within the 30-day post-delivery warranty period will be rectified by EVETS engineering at zero additional cost.
  • Scope Clarifications: If a dispute arises over whether a feature is in-scope or an enhancement, the signed Quotation, Technical Scope Document, and change log shall serve as the definitive benchmark.

6. Dispute Contact & Escalation Desk

To register a formal dispute or discuss an active case, please connect directly with our compliance desk: