When both the client and the designer cannot agree on how to proceed with an in-progress project, Project Mediation is available to support both parties. The goal is to reach a fair and final resolution for the project and determine any required payouts or refunds.
While challenges like these don’t happen often on Dribbble, they can arise from time to time. When they do, the Dribbble Mediation team is fully equipped to handle such situations. The following sections aim to make the mediation process as straightforward and stress-free as possible.
Mediation Timeline
If an active project is canceled and the designer refuses the cancellation, then the project goes to Project Mediation. Here is a quick overview of the timeline of events:
Stage | Timeline | Process Details |
Cancellation Requested | Up to 3 days | The designer has the option to accept the cancellation or choose to proceed to mediation. |
Mediation Begins | Up to 3 business days | Both parties will receive an email from the Support team representative, including a short checklist of information required for the Mediation process. |
Information Collection | Up to 3 business days | Each party will review the mediation process and submit their information to the moderator for review. |
Mediation Under Review | Up to 7 business days | The mediator will review all communications and project deliverables to determine a fair and final resolution, including any necessary refunds or payouts. |
Submitting Information to the Dispute Team
As part of the mediation process, you’ll be asked to submit the following information:
Project name
A brief statement explaining the current project status and any factors that you consider relevant to the outcome of the mediation.
Your desired outcome - including ownership of completed work, and any payout or refund details.
Supporting documentation
Supporting Documentation
In order to help the Dribbble Mediation team come to the best resolution, you’ll need to submit anything and everything that will help determine the proper outcome.
Here’s what we can review:
Project Files:
PNG, JPG, PSD, AI, SVG, MOV, MP4, AE Projects, and other industry-standard 2D design file types
Web-based design platform links (as long as it’s a secure and well-known site) like Figma, Canva, Webflow, Wix, etc.)
Links to Google Drive, Dropbox, OneDrive, or other cloud services
.zip files
Storyboards or mood boards
Off-Platform Communication
Screenshots of any and all off-platform communication, contracts, or files.
If you’re including conversations, ensure you’re including the entire unedited conversation. Selective screenshots will not be considered.
Please ensure that the communication is in chronological order and in n a single PDF file, in chronological order. We are unable to review any communication that is not organized or has been submitted in multiple screenshots.
Please do not submit any communications through Dribbble - we’ll include that on our end.
Here’s what we are currently unable to review:
Code
3D files
Private/locked files
Templates or files with missing layers or assets
Any communication that is not in English or translated into English
Third-party contracts or agreements
Disorganized, unlabeled, or incomplete assets that are otherwise unable to create a clear and honest depiction of the project. Uploading a group of disorganized screenshots, files, and documents could result in delayed or improper mediation.
We are unable to review anything submitted after the 72-hour collection period. Please be thorough when submitting data.
Final Outcome
The Dribbble mediation team will need to know each party’s preferred outcome. For a client, that means a full or partial refund. For a designer, that means a full or partial payout.
The Dribbble Mediation team consists of experienced internal reviewers who each bring their own expertise to the process. Depending on the nature of the project, specific team members will be assigned to ensure a fair and thorough review. If necessary, we may also engage an external contractor to provide additional expertise.
Once the mediator reviews the project and determines the outcome, this decision is first assessed by a second internal reviewer to ensure its accuracy. Throughout the mediation process, you will not interact directly with the mediator. Instead, a member of our support team will act as your representative, communicating all information between you and the mediator.
Once an outcome is reached by our team, it is final and cannot be disputed. You agree to this by moving forward with project mediation, which is outlined in our terms and conditions.
We believe the Project Mediation process is the most thorough and fair way to resolve challenges when clients and designers are unable to reach an agreement. The Dribbble team will work with both parties to reach a resolution based on the evidence provided, ensuring that the trust and safety of our community are considered in every decision we make.