Dispute Resolution Policy

1. When to raise a dispute

A dispute should be raised through the Platform if:

• The asset has not been delivered within the agreed timeframe
• The asset materially differs from the agreed description
• The Seller has not transferred title or access rights as agreed
• A milestone has not been completed as agreed
• You believe the counterparty has engaged in fraudulent conduct

You must raise a dispute within the inspection period or the time limit agreed in the transaction terms, whichever is shorter. Raising a dispute after acceptance is recorded will not prevent release unless a mandatory legal right applies.

2. Dispute process

Step 1 — Notice of dispute

The disputing party submits a structured dispute notice through the Platform, selecting the dispute reason, describing the issue, and uploading supporting evidence. The other party is notified immediately and funds are placed on hold pending resolution.

Step 2 — Response period

The responding party has [PLACEHOLDER — period to be agreed] days to submit a response and counter-evidence through the Platform.

Step 3 — Platform review (contractual workflow)

The Platform reviews the submitted evidence against the agreed transaction terms and objective release conditions. Where the contractual position is clear from the evidence, the Platform will issue a resolution recommendation. Both parties are notified.

Step 4 — Escalation

If the dispute cannot be resolved through the contractual workflow, either party may escalate to the licensed escrow partner (where applicable), an approved arbitrator, or a court of competent jurisdiction. The Platform will provide the full evidence record to the relevant authority.

3. Evidence standards

All evidence must be submitted through the Platform’s evidence upload system. Evidence uploaded through the Platform is timestamped and cannot be altered after submission. Submitting false or fabricated evidence may result in account termination and referral to law enforcement.

Acceptable evidence includes: delivery confirmations, transfer records, screenshots with metadata, correspondence, professional valuations, inspection reports, and other verifiable documents.

4. Platform neutrality

The Platform does not favour either party. Platform staff involved in dispute review are independent of the transaction and do not have a financial interest in the outcome beyond the platform fee already charged.

The Platform may place additional compliance holds or refer the matter to authorities if evidence of fraud, sanctions evasion, or other criminal conduct is identified during the dispute process.

5. Disputes requiring professional determination

Some disputes cannot be resolved through the Platform’s contractual workflow and require a determination by a licensed professional, arbitrator, regulator, or court. These include:

• Title disputes requiring a legal or conveyancing determination
• Valuation disputes requiring a qualified appraisal
• Disputes involving IP ownership or licensing
• Disputes involving allegations of fraud requiring law enforcement
• Disputes involving regulated assets or licences

The Platform will facilitate evidence transfer to the appropriate authority and hold funds pending the outcome.

6. Dispute fees

[PLACEHOLDER — Dispute fee structure to be confirmed. The policy should address: when fees apply, how they are allocated based on outcome, and how they interact with refund calculations.]

7. Time limits

Disputes must be raised within the inspection period or agreed time limit. Disputes raised after release has been executed cannot reverse the release except by court order. This does not affect any rights you may have under mandatory applicable law.

8. Consumer rights

Nothing in this policy removes or limits any rights you may have as a consumer under mandatory applicable law. Where any term in this policy conflicts with mandatory consumer rights, mandatory law prevails.