1. Overview
That Is A Q ("Company," "we," or "us") believes that open communication and good faith negotiation are the most effective ways to resolve disagreements. This Dispute Resolution Policy outlines the process we follow to address conflicts related to our services, contracts, or digital products.
Our goal is to ensure that any dispute is handled promptly, respectfully, and without unnecessary cost or delay. By engaging with us, clients and partners agree to follow the escalation steps detailed below before pursuing formal legal action, where applicable.
2. Direct Communication
The first and most important step in resolving any issue is direct communication. We encourage you to reach out to your assigned project manager or account lead as soon as a concern arises.
- Notify Us: Submit a written description of the issue via email or through your project portal. Include relevant dates, deliverables, and specific points of contention.
- Review Period: We will acknowledge receipt within 3 business days and begin an internal review.
- Resolution Meeting: Within 10 business days, we will schedule a call or meeting to discuss the matter openly and propose a corrective action or compromise.
Tip: Most project-related disagreements are resolved at this stage. Documentation and clear timelines greatly accelerate the process.
3. Formal Mediation
If direct communication does not resolve the dispute within 30 days, either party may request formal mediation. Mediation involves a neutral third-party professional who facilitates discussion and helps both sides reach a mutually acceptable agreement.
- Mediation will be conducted virtually or in person, based on mutual agreement.
- Costs for the mediator will be shared equally unless otherwise agreed in writing.
- Mediation sessions are confidential and cannot be used as evidence in subsequent legal proceedings.
4. Binding Arbitration
Should mediation fail to produce a resolution, disputes exceeding $10,000 in value will be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA) or an internationally recognized equivalent. Arbitration will take place in the state or jurisdiction specified in the original service agreement.
Small claims under $10,000 may be pursued in small claims court in the appropriate jurisdiction, bypassing the arbitration requirement.
5. Limitation of Liability & Claims
To the maximum extent permitted by applicable law, That Is A Q shall not be liable for indirect, incidental, special, or consequential damages, including lost profits or data loss, arising from or related to our services. Our total aggregate liability shall not exceed the total fees paid by you for the specific service or project at issue during the 12 months preceding the claim.
All claims must be filed within one (1) year of the event giving rise to the dispute, or they will be permanently barred.
6. Contact Information
If you have questions about this policy or wish to initiate a dispute resolution process, please contact our Compliance & Legal team:
That Is A Q — Legal & Compliance
This policy is a living document and may be updated periodically. Continued use of our services constitutes acknowledgment of the current version.