How to Initiate and Resolve a Dispute on AGNT with Another User
At AGNT, we strive to provide a seamless experience for all users. However, we also understand that disputes may arise and we want to ensure that they are resolved in a fair and timely manner. This article outlines the process for initiating and resolving a dispute with AGNT.
Initiation
If an Organizer wishes to initiate a dispute, they should submit Contact form on Support page and select "Dispute" on the reason field. The Organizer should provide complete details of the dispute in the form and upload any necessary documents. The Organizer will receive a copy of the dispute form information submitted as a receipt.
2. Response
Upon receiving the dispute form, a ticket is created and assigned to the dispute assistance team. This team will reach out to the talent. The talent user will be given 5 business days to respond and must state whether they would like to continue with the dispute, refund, or resolve the issue with the Organizer. If the talent fails to respond, the AGNT policy will apply, which may include charging their account (if there is any balance), de-listing their profile and may also result in cancelling Bookings.
The Dispute will remain active allowing both parties to resolve the dispute in no later than 5 business days from the time dispute was initiated. The resolution of dispute must be confirmed by both parties into the support ticket if parties were able resolve themselves with a clear response confirmation of the dispute being resolved and acknowledged by both parties.
3. Dispute Facilitation Service
If the dispute is unresolved, or both parties wish to proceed with the dispute, a Dispute consent form is required by both parties to be filled out. Once this signed consent form is received by both parties, a dispute facilitation call will be arranged by AGNT. The purpose of the assistance is to bring both parties to the table and lead them to an agreement for resolution.
Step One: A call will be scheduled where both parties will be given 5 minutes each to present their case, and the Dispute facilitator from AGNT will take notes without any disclosure. After the presentations, the facilitator will ask mediation questions to try to resolve the dispute. Successful agreement by both parties will be made official with an email confirmation.
Step Two: If the dispute cannot be resolved, the facilitator will ask both parties if they'd like AGNT's Dispute Facilitation Team to state a ruling on the dispute or if they'd like to proceed with hiring an online mediator for a fee, paid by both parties.
Step Three: If parties agree that they will accept AGNT's which is notified after reviewing all the notes by the dispute facilitator, all communication on the subjected dispute, system events, may also include profile and account information. This notification is issued within 2 business days and the ruling is final.
4. Arbitration
If both parties expressed interest in pursuing Arbitration or AGNT's dispute ruling is not accepted by either party, then AGNT will suggest both parties that the dispute will proceed to arbitration. AGNT will not be part of the arbitration process and both parties will need an MOU signed with an arbitration service ADR.org. ADR.Org charges a service fee which AGNT facilitates in collecting from both parties which goes directly to ADR.org. The arbitration service will be provided by AGNT all information, communication, exchanges, events to make a ruling. This ruling shall be final.