Dispute Resolution

Labour Sansar is committed to providing a transparent, fair, and trustworthy digital labour marketplace. While we strive to ensure smooth interactions between workers and employers, disputes may occasionally arise. This Policy explains how complaints, mediation, cancellations, payment disputes, and refunds are handled.

 

1. Purpose

The purpose of this Policy is to:

• Promote fair and timely resolution of disputes.
• Protect the rights of workers and employers.
• Encourage direct communication between parties.
• Maintain trust within the Labour Sansar community.
• Ensure transparent handling of platform service fees and refunds.

 

2. Scope

This Policy applies to all registered:

• Workers
• Employers
• Contractors
• Companies
• Organizations
• Government agencies
• Any user of Labour Sansar

 

3. Types of Disputes

Common disputes may include:

Employment Disputes

• Worker did not report to work.
• Employer cancelled work after confirmation.
• Job description differed significantly from what was advertised.
• Unsafe or unsuitable working conditions.
• Poor quality of work.
• Unprofessional behaviour.

Payment Disputes

• Non-payment or delayed payment.
• Partial payment.
• Disagreement regarding wages.
• Unauthorized deductions.

Platform Disputes

• Fake job advertisements.
• Fake worker profiles.
• Fake employer accounts.
• Identity misuse.
• Misleading information.
• Technical issues affecting recruitment.

 

4. Complaint Submission

Users may submit complaints through:

• Online Complaint Form
• Customer Support
• Email
• Mobile App
• Website Contact Form

A complaint should include:

• Complaint reference number (if available)
• Job ID
• Names of the parties involved
• Description of the issue
• Supporting documents, photos, messages, or other evidence

False or malicious complaints may result in action against the complainant.

 

5. Complaint Resolution Process

Step 1 – Direct Communication

Both parties are encouraged to communicate respectfully and attempt to resolve the issue directly.

 

Step 2 – Labour Sansar Review

If no resolution is reached, Labour Sansar may:

• Review complaint details.
• Examine platform records.
• Review uploaded evidence.
• Request additional information.
• Contact both parties separately.

Labour Sansar aims to acknowledge complaints within 2 business days and work toward a resolution as promptly as possible.

 

Step 3 – Mediation

Where appropriate, Labour Sansar may act as a neutral facilitator to help both parties reach a mutually acceptable solution.

Possible outcomes include:

• Payment of outstanding wages.
• Correction of misunderstandings.
• Revision of ratings or reviews (where justified).
• Mutual agreement to close the matter.
• Account warning or suspension for policy violations.

 

Step 4 – Referral to Authorities

If a dispute involves:

• Fraud
• Criminal activity
• Human trafficking
• Child labour
• Forced labour
• Serious workplace safety issues
• Violations of Nepalese labour laws

Users may be advised to contact the relevant government authority or law enforcement agency. Labour Sansar may cooperate with competent authorities where legally required.

 

6. Payment Policy

Unless Labour Sansar introduces an integrated payment system:

• Employers are responsible for paying workers according to the agreed terms.
• Workers should confirm wages and payment schedules before accepting work.
• Labour Sansar is not responsible for collecting, holding, or distributing wages.

If an integrated payment service is introduced in the future, separate payment terms will apply.

 

7. Refund Policy

Platform Service Fees

If Labour Sansar charges subscription or service fees in the future:

Refunds may be considered if:

• Duplicate payments were made.
• A technical error caused an incorrect charge.
• The service purchased was not delivered due to a platform error.
• Required by applicable law.

Refund requests should generally be submitted within 7 days of the transaction.

 

Situations Where Refunds Will Normally Not Be Provided

Refunds will generally not be available where:

• A user changes their mind after purchasing a subscription.
• An employer hires fewer workers than originally planned.
• A worker is not selected for a job.
• A job application is unsuccessful.
• A dispute arises solely from the quality of work or an employment relationship between the employer and worker.

 

8. Cancellation Policy

Workers

Workers should:

• Cancel accepted work only for genuine reasons.
• Notify employers as soon as possible.

Repeated cancellations without valid reasons may affect account standing or ratings.

 

Employers

Employers should:

• Cancel jobs only when necessary.
• Notify affected workers promptly.
• Avoid repeated last-minute cancellations.

Repeated cancellations may result in warnings, reduced visibility, or other platform actions.

 

9. Ratings During Disputes

If a dispute is under review:

• Labour Sansar may temporarily hide or review ratings related to the disputed job where appropriate.
• Ratings found to violate platform policies may be removed or adjusted.

 

10. Investigation

Labour Sansar may consider:

• Chat records exchanged through the platform.
• Job posting information.
• Worker and employer profiles.
• Uploaded evidence.
• Previous complaint history.
• Applicable platform policies.

Users are expected to cooperate honestly during investigations.

 

11. False Complaints

Users must not:

• Submit false allegations.
• Fabricate evidence.
• Abuse the complaint process.
• Use complaints to harass or threaten others.

Such conduct may lead to warnings, suspension, or permanent account termination.

 

12. Limitation of Responsibility

Labour Sansar provides a digital platform for connecting workers and employers.

Except where required by law, Labour Sansar:

• Does not guarantee employment.
• Does not guarantee worker performance.
• Does not guarantee payment by employers.
• Does not guarantee that every dispute can be resolved through the platform.

 

13. Policy Updates

Labour Sansar may update this Policy periodically.

The latest version will always be available on the platform and will take effect upon publication.

 

14. Contact Us

Labour Sansar

📍 Office: Kathmandu, Nepal

📞 Phone: +977-…………………..

📧 Email: [email protected]

🌐 Website: www.laboursansar.com

 

Our Commitment

Labour Sansar is committed to resolving disputes fairly, promoting respectful communication, and fostering trust between workers and employers. We encourage all users to act honestly, cooperate in good faith, and seek constructive solutions whenever issues arise. Together, we can build a safe, transparent, and reliable digital labour marketplace for Nepal.