Dispute Resolution Policy

Had a dispute with a client over an invoice? We've got your back. Provided you agreed a proposal with a client using limber, you can use our dispute resolution policy to arrive at a fair outcome. We'll review your case and provide a neutral recommendation.

How to follow our dispute resolution policy:

1. Read our policy below – in particular the parts about how you both should try and behave toward one another.

2. Try and resolve the dispute in writing (we suggest email) and save that written record (you'll need it for step 3).

3. If, after 14 days, you aren't able to resolve the issue, please send us a request to hello@limber.work, including the written record of your discussion.

4. We'll review your case, taking into account a variety of factors (see below for more detail) and, as a neutral, decide what we believe to be the fairest outcome in the circumstances.

5. We'll share our recommendation with you both and we hope that you'll both be prepared to follow it.

1. Dispute Resolution Procedure

1.1 If there is a dispute between any User on any Assignment Contract, the terms of this dispute resolution procedure shall apply.

Cooling off

1.2 The Users are advised to take time to reflect and think rationally about the disagreement and with empathy for the other User. All disputes should be approached with an open mind and with the intention of resolution. Many disputes get worse because one party or both, gets frustrated, or angry or fails to see the other side’s perspective. Usually there is a compromise solution available.

1.3 In the event that the Hirer is refusing to pay for an Assignment, the Hirer shall consider that:

(a) the Limberer was, in all likelihood, trying to do their best job and that any issues which have arisen could also been caused (at least partly) by a misunderstanding, miscommunication or by an assignment not being specifically defined;

(b) the Limberer has a human being, with a livelihood and that the impact of not paying an Invoice could be significant; 

(c) hiring people with flexibility does mean that the Hirer is not committed to working with that person in the future; 

(d) the Limberer might have done a “just ok” job, but that is no reason for the Limberer not to be paid; and

(e) much effort and resources will likely be wasted when disputing invoices.

1.4 In the event that a Limberer is insisting on an invoice being paid, the Limberer shall consider:

(a) whether they have delivered on what they were asked to do; and

(b) whether the quality of their work was satisfactory given the price they have charged the Hirer.


1.5 When communicating which each other in relation to disputes, the Users shall:

(a) treat each other with respect and courtesy;

(b) try not to make things personal and refrain from using condescending, inflammatory language or from being argumentative or using “Points scoring” techniques;

(c) engage, in good faith and attempt to see each other’s perspective;

(d) try to keep communications concise; and

(e) attempt, in good faith, to find common ground.

1.6 In making any recommendation (as set out below), Limber will take into account whether the above code of conduct has been complied with by the Users.

Next steps

1.7 The Users shall engage in a discussion about how to resolve their differences and record that discussion in writing (the Written Discussion). It will be important when turning to limber for help that this discussion is both in writing and that each party treats the other with respect in doing so. Limber shall not consider any disputes which have not been through this phase.

1.8 If, following the process in clause 1.7 above, the Users have been unable to reach an agreement in respect of their dispute within 14 days or if one of the Users refuses to enter into the Written Discussion, then one User may request that Limber provides a recommendation.

1.9 Limber shall consider the dispute, along with the Written Discussion and any other information made available by any User and provide a recommended course of action for the Users to take and in doing so, Limber shall consider:

(a) what was agreed in any Assignment Contract;

(b) whether, on the balance of probabilities, the Limberer has done a satisfactory job in light of the costs charged by the Limberer;

(c) the level of cooperation (if necessary) of the Hirer;

(d) any external factors which were beyond the Limberer’s control and ought to have been at the Hirer’s risk; 

(e) if there has been under-delivery by a Limberer, whether it is reasonable for the Limberer to be paid some amount; and

(f) the conduct and behaviour of the Users.

1.10 Any recommendation provided by limber shall not be legally binding, but advisory and if either User does not wish to follow such a recommendation, then the Users will be at liberty to take such steps as they deem necessary to enforce their rights.