Summary
This Dispute Resolution Policy outlines how Convene for the Cities handles service-related and billing-related concerns raised by its Clients. It aims to prevent misunderstandings through clear communication and project documentation. If a Client has a concern about an invoice, this policy provides a formal process for review and resolution.
Key Highlights:
- Clients have 10 business days to dispute invoices.
- Disputes must be submitted with full details and supporting evidence.
- Payment must be made even if an invoice is under dispute.
- Convene for the Cities will resolve disputes within 30 days and issue credits if warranted.
- Unpaid disputed invoices may result in forfeiture of privileges or collection actions.
Convene for the Cities Dispute Resolution Policy
This policy explains how Convene for the Cities and its Clients handle questions or concerns related to services and billing. By using Convene for the Cities' services, every Client agrees to follow this policy. Convene for the Cities may update this policy at any time to stay aligned with laws, business needs, or security practices.
The policy includes six sections:
- Dispute Prevention
- What Counts as a Valid Dispute
- Client Review Period
- Disputes from Past Billing Periods
- How to Submit a Dispute
- Payment During a Dispute
Most disputes happen when expectations aren’t clear. Convene for the Cities breaks projects into milestones, defines specific results, uses change requests (PCRs) when things change, and encourages active communication.
II. What Counts as a Valid Dispute
Disputes are only allowed after payment has been made. Disputes must be submitted within the rules and will be investigated and resolved within 30 days. Outcomes may include a full credit, a partial credit, or a denial.
III. Client Review Period
Disputes must be submitted within 10 business days of an invoice. Charges are automatically accepted after this window.
IV. Disputes from Past Billing Periods
Disputes from older billing periods are not accepted after 10 business days.
V. How to Submit a Dispute
Disputes must be emailed to [email protected] with:
- Client name and invoice number(s)
- Services being disputed
- Reason for the dispute and detailed evidence
- Cost of service vs. what you believe is fair
VI. Payment During a Dispute
Invoices must be paid within 20 days, even if a dispute is pending. Failure to pay may void the dispute. Once the dispute is resolved, any credits or refunds will be finalized and the matter closed.