Resolving Disputes

Understanding Our Time-Based Billing Model

At Smartmates, we’re passionate about delivering exceptional service and absolute transparency in everything we do. Our team takes great pride in helping businesses like yours improve, streamline, and modernise operations through smart software solutions.

But we also believe in protecting our business and maintaining clarity about how we handle disagreements or disputes.

This guide is your complete resource for understanding our Dispute Resolution Policy. It explains not only the rules but the reasons behind them—so you know exactly where you stand, and why.

Why We Work on a Time-Based Billing Model

Smartmates operates on a strictly time-based billing model. This is the very heart of how we work.

What does this mean for you?

We bill for every minute our team spends working on your project. This includes communication, project management, troubleshooting technical issues, solution design, quality assurance and testing, research, learning, and problem-solving specific to your needs.

We do not guarantee specific deliverables by a particular date, a precise business outcome, or fixed deadlines.

All fees for time spent are prepaid and non-refundable once work has been performed, even if the outcomes were different than initially envisioned.

Why Time-Based Billing?

This model keeps projects flexible, fair, and transparent. Software projects often change as we uncover better ways to solve your problems. Fixed-price projects force vendors to cut corners when unforeseen work arises. We refuse to compromise quality or honesty.

Instead, we track time down to the minute, keep you updated through Smartmates Statements, and let you see exactly where your budget is going.

This means you’re never guessing how much effort has been invested in your project.

The Smartmates Statement

Every so often—often weekly or fortnightly, or sometimes less often if we are not doing significant hours for you—we send you a Smartmates Statement. This document lists all tasks performed, details who worked on each task, shows how much time was spent, and provides clear descriptions of the work done.

It’s your window into our efforts on your behalf.

When You Should Raise a Dispute

If you have concerns about how our time was spent, it’s critical that you act quickly.

Under our Service Agreement:

You must raise any dispute within 3 business days of receiving your Smartmates Statement.

Here’s how:

Send us your complaint in writing (email is fine). Clearly identify each specific task or entry you’re disputing. Explain why you believe the time spent was excessive, unnecessary, or not professionally reasonable.

What We Mean by a Valid Dispute

Let’s look at some real-life examples:

Example 1 – Valid Dispute:

Client: “I noticed 4 hours logged under ‘Data Cleanup on Client Records.’ However, I provided perfectly clean data files. I believe this time was unnecessary. Please explain.”

How we handle it:

We’ll review the details. If it’s a misunderstanding, we’ll clarify. If we agree the time was excessive or unnecessary, we may adjust your Smartmates balance or credit time.

Example 2 – NOT a Valid Dispute:

Client: “I’m disappointed my system isn’t finished yet. I want a refund for all work done so far.”

Why this is not valid:

Our model bills for time spent, not results. Even if the project isn’t finished, the time invested remains valid and billable. There are no refunds for work already completed.

Example 3 – Valid Dispute:

Client: “I was billed for 2 hours of project management calls last week. I was only on a 30-minute call. Why is it more?”

How we handle it:

We explain that time includes preparation before the call, internal team discussions, and writing follow-up notes. If we made an error, we’ll correct it. Otherwise, we’ll help you understand the breakdown.

Example 4 – NOT a Valid Dispute:

Client: “I’m not happy that our new CRM didn’t increase our sales by 50%.”

Why this is not valid:

Smartmates doesn’t guarantee business outcomes. We build software solutions—but we can’t control how your team uses them or what the market does.

Why There’s a 3-Day Window

Software projects move fast. We’re often working on dozens of tasks each week. It becomes impossible to recall the specifics of time spent on older work if a complaint arrives months later.

Therefore:

Disputes must be raised within 3 business days of your Smartmates Statement. After this window, we consider the Statement fully accepted and non-refundable.

Late Complaints – Mediation Process

We understand sometimes life happens, and you might miss the 3-day window. However, we do not handle disputes internally for complaints raised late.

Here’s why:

We are software engineers—not lawyers. We can’t fairly revisit or judge work completed months ago. Late disputes risk unfairly impacting other clients and projects.

Instead, any dispute raised after 3 business days automatically moves to formal mediation.

Mediation Explained

Mediation is an official process involving a neutral professional who helps both sides reach a resolution.

Key facts about mediation with Smartmates:

Both sides pay 50% of the mediation costs upfront. Mediation happens online via secure video, unless both agree to meet in Melbourne. You must submit a written statement and evidence 10 business days before the mediation date. Mediation is governed exclusively by the laws of Victoria, Australia.

Mediation Costs and Liability Limits

Now here’s the most important part:

Under our Service Agreement, Smartmates’ total liability—including mediation costs, legal fees, and any damages—is capped at the total fees you have paid us in the 90 days before your claim.

For example:

You paid Smartmates $3,000 in the past 90 days. Smartmates’ half of the mediation costs totals $10,000. Because our liability is capped at $3,000, you must pay the excess $7,000.

This means:

Even if your complaint is upheld, the maximum money you can recover is the total fees you paid in the last 90 days. If Smartmates’ share of mediation costs exceeds this cap, you agree to pay the difference.

Legal proceedings may only begin if mediation fails.

Why This Might Seem Tough

We know this policy may feel strict. Here’s why we’ve designed it this way:

We want to discourage minor or speculative disputes that cost time and money for everyone. Our small team must protect its ability to serve clients efficiently. Complex disputes belong in professional mediation—not internal debates.

The Bottom Line

At Smartmates, we:

Welcome genuine feedback

Want to resolve issues quickly and fairly

But we must protect our business and ensure clarity for all parties

If you’re ever unsure:

Talk to us as soon as possible. The earlier you raise your concerns, the more we can help.

Remember:

Time is always billable at Smartmates.

We guarantee our effort, not your results.

Disputes about time spent must be raised quickly.

Mediation is formal, professional, and can be expensive.

We’re here to help—and we want your Smartmates experience to be a successful one. Thank you for working with us!