Dispute resolution

1. General principles

We follow these principles:

• we consider each situation individually;
• we seek to resolve misunderstandings through open dialogue and negotiation;
• we take agreed requirements, scope, timelines and cooperation terms into account;
• we discuss complaints through DROPLINE Agency’s official contact channels.

2. How to submit a complaint

If you have concerns about the work, timelines, payment or project outcome, email contact@dropline.agency with the subject “Project complaint”.

Please include:

• the project name or a short description;
• the issue and the circumstances in which it arose;
• the relevant agreed terms or contract provisions;
• your preferred way to resolve the matter;
• any materials that may help us review the situation.

We will review the complaint and reply within a reasonable time. If we need more time to look into it, we will let you know.

3. Resolution process

We first seek to find a mutually acceptable solution through negotiation.

Questions about scope, timelines, revisions, payment, refunds and other project terms are considered in light of the relevant agreements and any contract in place.

If an agreement cannot be reached, each party retains the right to use the remedies available under applicable law.

4. Applicable law and court proceedings

The parties’ rights and obligations are determined by the agreed cooperation terms and applicable law.

If a dispute cannot be resolved through negotiation, it may be referred to a competent court in accordance with applicable procedural law.

This page does not limit any client rights provided by applicable law or a separate contract.

5. Confidentiality

Information and documents received while reviewing a complaint are used to establish the circumstances and resolve the dispute. Personal data is handled in accordance with the DROPLINE Agency Privacy Policy.

6. Contact

For questions about complaints and dispute resolution, contact DROPLINE Agency.