Dispute resolution and complaints

1. All participants on the Platform engage voluntarily. In the event of a dispute during a transaction, the parties involved are expected to make a genuine effort to resolve the issue through direct negotiation. If no agreement is reached, the matter will be escalated to the appropriate legal authorities for resolution in accordance with applicable laws. The Platform Management Board acts solely as a neutral facilitator, receiving complaints and providing relevant information to support dispute resolution when necessary.
2. Dispute Resolution and Complaint Handling Process

Step 1: The Buyer submits a dispute regarding a product or service provided by the Seller via the Platform’s official email.

Step 2: The Platform Management Board reviews the dispute and determines the appropriate course of action based on the severity and nature of the issue.

Step 3: The Platform facilitates discussions between the Buyer and Seller, sharing relevant information to encourage direct negotiation and resolution.

Step 4: The Platform Management Board acknowledges and responds to the complaint within seven (07) business days. If the dispute remains unresolved through negotiation or falls outside the Platform’s scope, the case will be referred to the competent government authorities for legal processing in accordance with the law.