Iselino – Client Policy

This Client Policy (“Policy”) legally governs the rights, corporate rules, and contractual obligations of users who purchase freelance services, custom digital projects, or service listings (“Employer” or “Employers”) on the Iselino platform.

Iselino is owned and operated by Fina Iselino Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (“Iselino”, “we”, “us”, “our”), across its official digital environments including iselino.com, iselino.de, and iselino.es.

By placing a direct order, purchasing a published Gig, or formalizing acceptance on a custom project proposal, Clients explicitly declare that they accept, understand, and agree to be bound by this Policy, the General Platform Terms & Conditions, and all structurally incorporated policies.

1. General Overview

• Iselino links independent freelance service providers (“Freelancer” or “Freelancers”) with registered corporate or private Clients looking to procure specialized solutions.
• Iselino acts strictly as a technological interface intermediary and marketplace facilitator. The platform does not directly provide, guarantee, dictate, mandate, or supervise the manual services or digital deliverables offered by individual Talents.
• All underlying project service contracts and performance agreements are concluded directly, exclusively, and legally between the purchasing Client and the designated Talent.

2. Account Requirements & Restrictions

To successfully utilize our digital marketplace infrastructure and purchase solutions, Clients must adhere to the following parameters:

• Be at least 18 years of age and possess full legal capacity to enter into binding commercial contracts.
• Maintain a valid, active, and fully verified Iselino marketplace user account.
• Provide completely accurate, truthful, up-to-date billing addresses and verifiable financial processing credentials.
• Accept full individual responsibility for safeguarding account confidentiality, access credentials, and password security hashes.

Iselino reserves an unhindered right to restrict dashboard features, freeze operations, or permanently suspend user accounts that fail to validate or satisfy these baseline compliance standards.

3. Ordering Services & Communication Channels

• Marketplace Acquisitions: Clients are authorized to browse available catalog Gigs or request custom bespoke quotes by leveraging our standardized on-site messaging blocks.
• Upfront Escrow Funding: Full transaction payment processing is executed instantly upon placing an order. Funds are cleared from the Client and held securely inside our protected ecosystem. The selected Talent is immediately notified to initiate service delivery according to the set timeline variables.
• On-Platform Communication Requirement: All order conversations, assignment briefs, adjustments, project milestones, and final file deliveries must occur exclusively within Iselino’s secure internal workspace system. Moving communication off-platform compromises data security and completely invalidates your financial escrow protection eligibility.

4. Payments & Client Platform Fee

• All incoming platform transaction authorizations are handled through our primary secure merchant gateway provider, Stripe.
• Client Service Fee: Clients are subject to a fixed 5% system platform fee on all individual purchase totals. This operational charge is automatically itemized and appended at checkout to cover ongoing server maintenance, financial security tooling, and secure escrow management.
• Total prices, explicitly detailing the base service cost and the added platform fee, are displayed transparently before final order confirmation is executed by the Client.
• All processed funds are securely isolated in our platform escrow custody until completion verification or formal dispute settlement.

Please note that platform service fees are non-refundable once an initial purchase transaction flow has been successfully triggered through the payment processing gateway.

5. Order Delivery & System Auto-Completion

An active order transaction is legally recognized as complete, and funds are automatically released from escrow into the Talent’s clear balance, under the following circumstances:

• Explicit Approval: The Talent uploads the finalized deliverables or submits proof of project completion, and the Client confirms satisfaction by clicking the “Accept Delivery” action block.
• System Automatic Completion: If a Talent submits finished files and the Client fails to respond, request revisions, or open a formal dispute within 5 consecutive calendar days following the official delivery submission timestamp, the system architecture will automatically mark the project completed and release the escrow balance to the Talent.

6. Cancellations & Refund Routing

• Clients maintain the right to instantly cancel an active transaction order provided the assigned Talent has not yet officially accepted or initiated technical work on the project.
• Once project execution has actively begun, a structural cancellation can only be finalized if both users (Client and Talent) communicate mutually and submit a joint cancellation request utilizing the internal workspace options.
• Approved financial refunds are automatically routed back to the exact payment card or original instrument utilized at checkout. Standard bank clearing speeds require 5 to 10 business days to reflect on your statement.

7. Refund Eligibility Criteria

Clients are entitled to file an escrow refund request strictly under the following verification scenarios:

• The Talent completely fails to deliver the assignment within the agreed contract duration or ceases platform activity entirely.
• The uploaded deliverables are fundamentally different, completely unfinished, or miss the clearly established scope of the finalized order brief.
• The Talent becomes totally unresponsive to platform message chains for an extended, unreasonable duration during an active contract phase.

Partial refunds may be structured or negotiated if a portion of the project milestones were completed to the Client's fully documented satisfaction.

8. Dispute Resolution & Support Mediation

• Direct Resolution: In the event of quality discrepancies or unmet expectations, Clients are required to first attempt a direct, amicable resolution with the Talent using the internal chat workspace tools.
• Support Escalation: If a fair agreement cannot be reached, the Client may escalate the issue by transmitting an email to support@iselino.com, including the unique Order ID and all supporting contextual project evidence.
• Neutral Mediation: Iselino operates as an impartial mediator, carefully auditing internal workspace chat logs, delivered file variants, and original gig parameters. Mediation decisions are targeted at establishing an objective, balanced outcome and are final to the maximum extent permitted by law.

9. Prohibited Client Behavior

To ensure a safe ecosystem, Clients agree to strictly avoid the following illicit actions:

• Demanding free add-ons, excessive unpaid modifications, or unpriced samples outside the finalized contract brief.
• Platform Circumvention: Suggesting, encouraging, or executing payment transfers outside the Iselino ecosystem via external banking lines, independent mobile apps, or separate web invoices.
• Deploying abusive, threatening, derogatory, or defamatory terminology within platform message flows.
• Publishing deliberately malicious, fabricated, or deceptively false ratings and review logs.
• Attempting to procure illegal, fraudulent, high-risk, or prohibited service elements.

10. Reviews and Feedback

• Public profile feedback and written text reviews must remain fundamentally honest, respectful, fact-based, and reflective of a real transaction experience.
• Leveraging negative feedback as a tool for extortion to force a Talent into performing additional, uncompensated labor is strictly prohibited. Iselino retains absolute administrative discretion to purge inappropriate, fraudulent, or abusive review inputs.

11. Taxation & Statutory Disclosures

• Clients bear full individual accountability for calculating, tracking, and remitting any applicable localized consumption taxes, custom duties, or statutory consumer filings within their respective home jurisdictions.
• In compliance with United Kingdom fiscal frameworks, no value-added tax (VAT) is currently calculated or added to Iselino’s platform service fees, as the company operates within the statutory UK VAT registration exception thresholds.

12. Governing Law & Jurisdiction

• This Policy, along with its contractual interpretation, shall be governed by and construed strictly in alignment with the laws of the United Kingdom.
• Any unavoidable legal claims, disputes, or courtroom processes arising out of this document text shall be submitted to the exclusive jurisdiction of the competent courts in London, United Kingdom.

13. Contact

Standard Response Time: Within 24 hours, Monday–Friday, Central European Time (CET).

End of Client Policy