.

---

📖 Knowledge Base Articles for Advercado Help Centre

---

How Disputes Are Resolved At Advercado

At Advercado, we believe that advertising should be simple, fair, and accessible for everyone. However, as an open marketplace, there may occasionally be disagreements between customers and vendors. Our goal is to handle these situations fairly, transparently, and in a way that encourages both sides to reach a mutually beneficial outcome.

This article explains how our Dispute Resolution Process works and what you can expect at each stage.

 

Why We Have a Resolution Process

Advercado connects businesses that want to advertise with independent vendors who provide advertising spaces and services. Because Advercado itself does not create or deliver the work, we act as a neutral facilitator.

Our resolution process is designed to:

• Protect customers from poor delivery or non-performance.
• Protect vendors from unfair cancellations or misuse of their work.
• Ensure Advercado remains a fair and safe place to do business.

The Resolution Process: Step by Step

Issue arises
A problem occurs with the order (e.g. delivery, content, payment, or expectations).

Direct communication
The customer and vendor must first try to resolve the issue through Advercado’s messaging system. Most issues can be sorted quickly with clear communication.

Escalation to Advercado
If no agreement is reached, either party can escalate the matter to Advercado’s Dispute Team.

Advercado review
Our team will review all evidence, including order details, conversations, drafts, and agreements.

Possible outcomes
Depending on the situation, outcomes may include:

• A partial refund and partial payment, to ensure both sides are treated fairly.
• The vendor making revisions or corrections.
• Full cancellation of the order (with all rights to the work returning to the vendor).
• The case being closed in the vendor’s favour (e.g. if the customer submitted content that was illegal, offensive, or against advertising standards).

 

Important Rules

Work ownership: Customers cannot use or publish any vendor work unless an agreement is reached. If an order is cancelled, all rights to the work remain with the vendor.

Content standards: Customers are responsible for ensuring that all content provided is legal, appropriate, and compliant with UK advertising standards. Content that is offensive, pornographic, discriminatory, or unlawful automatically removes the customer’s right to a refund.

Vendor discretion: If inappropriate or conflicting content is submitted, vendors may cancel the order and refunds will be at their discretion.

 

Protecting Everyone

This process is designed to safeguard:

• Customers, who should receive the advertising services or spaces they’ve paid for.
• Vendors, who should not lose out on time and effort if customers act unfairly.
• Advercado, which provides the platform but is not responsible for creating, approving, or distributing advertising content.

 

By following this resolution process, we ensure that Advercado remains a trusted marketplace where businesses can confidently buy and sell advertising opportunities.