Dispute Resolution Best Practices

Dispute Resolution Best Practices

While most interactions on the Veriport Network proceed smoothly, there may be rare instances where a dispute arises between a requester (TPA) and a provider (CSP). This article outlines how disputes should be handled, what Veriport’s role is, and key best practices to help prevent misunderstandings.

Understanding Veriport’s Role

Veriport acts as a neutral platform provider—connecting requesters and providers, facilitating service requests, and managing payment workflows. However, Veriport does not supervise, manage, or guarantee the actual performance of services.

By submitting payment for any service through the Veriport Network, Veriport users acknowledges and agrees that all transactions are final and non-refundable. Veriport does not issue refunds or credits and is not responsible for service fulfillment. The Veriport user expressly waives any right to initiate a chargeback or dispute against Veriport related to service non-performance or dissatisfaction.

All service-related concerns must be addressed directly with the selected provider. Requesters are strongly advised to select providers with care, reviewing their service offerings, communication history, and responsiveness before submitting a service request.

Accordingly, in alignment with the laws of Ontario, Canada and our Terms of Service, Veriport is indemnified from liability related to the conduct, quality, or fulfillment of any services performed through the Network. All service transactions are agreements between the requester and provider directly.

How Disputes Are Handled

  1. Initial Communication: Both parties should attempt to resolve issues directly using the in-platform Comments feature or other agreed-upon communication.
  2. Document Everything: All messages, service updates, pricing changes, and cancellations should be documented within the test request for audit purposes.
  3. Escalation: If resolution cannot be reached, you may contact Veriport Support. While Veriport does not adjudicate disputes, it can review platform activity to assist with clarifying misunderstandings.
  4. Final Responsibility: The outcome and financial resolution of any dispute rest solely with the requester and provider involved.

Best Practices to Prevent Disputes

  • Use Clear Communication: Always include relevant notes, schedule confirmations, or service constraints in your requests or responses.
  • Review Requests Carefully: Confirm all details—location, date/time, service type—before approving or accepting a test request.
  • Respond Promptly: Address requests and modification proposals quickly to maintain transparency and reduce confusion.
  • Keep Records Updated: Ensure pricing, availability, and service types are current and accurate at each collection site.

By using the Veriport platform, all users agree to its Terms of Service, which include Veriport’s indemnification under Ontario law. Veriport is not a party to the service contract between requester and provider and is not liable for the performance, outcome, or payment disputes related to those services.

If you require legal support related to a dispute, we recommend consulting with counsel licensed in your jurisdiction.

For further support or questions regarding system use, contact Veriport Support.

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