Dispute Resolution Policy

Last Updated: 15 September 2025

1. COMPANY INFORMATION

Company Name: DIGIFABRICA LTD
Company Number: 15390190
Registered Office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: info@bittenpay.com
Director: Ümit Sönmez

2. INTRODUCTION

This Dispute Resolution Policy establishes a comprehensive framework for resolving disputes that may arise between DIGIFABRICA, our users (customers, vendors, affiliates), and third parties. We are committed to fair, efficient, and transparent dispute resolution processes that protect all parties’ interests while maintaining platform integrity.

3. SCOPE OF DISPUTES

3.1 Types of Disputes Covered

Customer Disputes:

Product quality and delivery issues
Billing and payment disputes
Account access and technical problems
Refund and cancellation requests
Privacy and data protection concerns
Service level disagreements

Vendor Disputes:

Payment and commission disputes
Account suspension or termination issues
Policy interpretation and compliance matters
Platform technical problems affecting sales
Customer complaint escalations
Intellectual property disputes

Affiliate Disputes:

Commission calculation and payment issues
Account termination or restriction disputes
Policy violations and enforcement actions
Attribution and tracking disputes
Marketing compliance disagreements

Third-Party Disputes:

Intellectual property infringement claims
Consumer protection authority investigations
Payment processor disputes
Legal compliance matters
Partnership and integration disputes

3.2 Disputes Not Covered

Excluded Matters:

Criminal activities (referred to law enforcement)
Disputes involving illegal content or activities
Matters pending in court proceedings
Issues outside DIGIFABRICA’s control (payment processor policies, etc.)
Frivolous or vexatious complaints

4. DISPUTE RESOLUTION FRAMEWORK

4.1 Multi-Tier Resolution Process

Tier 1: Direct Resolution (Customer Support)

First-line resolution through customer support
Informal negotiation and problem-solving
Technical assistance and account support
Policy clarification and guidance

Tier 2: Management Review

Escalation to management level
Formal investigation and fact-finding
Policy application and interpretation
Structured negotiation process

Tier 3: Independent Review

Third-party mediation services
Industry arbitration panels
Alternative dispute resolution (ADR)
Ombudsman services where applicable

Tier 4: Legal Proceedings

Court proceedings as last resort
Binding arbitration where agreed
Regulatory authority involvement
Enforcement of legal remedies

4.2 Resolution Principles

Fair and Impartial Process:

Equal treatment for all parties
Unbiased investigation and evaluation
Transparent decision-making criteria
Consistent application of policies

Efficient and Timely Resolution:

Clear timelines for each resolution tier
Prompt response to dispute submissions
Regular status updates to all parties
Reasonable resolution timeframes

Proportionate Remedies:

Remedies appropriate to dispute severity
Consideration of all relevant circumstances
Balance between competing interests
Prevention of future similar disputes

5. TIER 1: DIRECT RESOLUTION PROCESS

5.1 Initial Contact and Submission

How to Submit a Dispute:

Email: info@bittenpay.com
Subject Line: “Dispute Resolution – [Type of Dispute]”
Account dashboard dispute submission form
Phone support for urgent matters (if available)

Required Information:

Full name and account details
Clear description of the dispute
Relevant order numbers or transaction IDs
Supporting documentation and evidence
Desired resolution outcome
Previous attempts at resolution

5.2 Customer Support Response

Response Timeframes:

Acknowledgment within 2 hours during business hours
Initial response within 24 hours
Investigation completion within 3-5 business days
Complex disputes: up to 10 business days

Support Actions:

Dispute classification and priority assignment
Fact-gathering and evidence review
Policy and agreement analysis
Direct communication with relevant parties
Resolution proposal development

5.3 Resolution Outcomes

Possible Resolutions:

Full or partial refunds where appropriate
Account adjustments or corrections
Service credits or compensatory measures
Policy clarifications or exceptions
Technical fixes or improvements
Apologies and service improvements

Resolution Communication:

Written confirmation of resolution
Clear explanation of decision rationale
Implementation timeline and process
Follow-up to ensure satisfaction
Appeal rights information

6. TIER 2: MANAGEMENT REVIEW PROCESS

6.1 Escalation Criteria

Automatic Escalation:

Customer support unable to resolve within timeframe
Disputes involving policy interpretation
High-value disputes (over $1,000)
Repeated similar disputes from same user
Disputes requiring policy exceptions

Customer-Requested Escalation:

Dissatisfaction with Tier 1 resolution
Request for management review
Complex disputes requiring senior input
Systematic issues affecting multiple users

6.2 Management Review Process

Review Team Composition:

Senior customer service manager
Legal/compliance representative (when needed)
Product or technical specialist (when relevant)
Independent reviewer for high-value disputes

Review Activities:

Complete case file review
Additional fact-finding if necessary
Policy and legal compliance analysis
Precedent research and consideration
Stakeholder consultation
Resolution decision and rationale documentation

6.3 Management Review Outcomes

Enhanced Resolution Options:

Policy exceptions for exceptional circumstances
Compensation beyond standard remedies
Systematic changes to prevent future issues
Escalation to external dispute resolution
Referral to legal proceedings if necessary

Response Timeline:

Review completion within 10 business days
Complex cases: up to 20 business days
Regular status updates to disputing parties
Final decision communicated in writing

7. TIER 3: INDEPENDENT REVIEW AND ADR

7.1 Alternative Dispute Resolution (ADR)

When ADR is Appropriate:

Parties cannot reach agreement through internal processes
Disputes involving interpretation of complex terms
High-value disputes where relationship preservation is important
Consumer disputes where ADR is preferred

ADR Service Providers:

UK-based mediation services
Industry-specific arbitration panels
EU Online Dispute Resolution (ODR) platform
Ombudsman services for relevant sectors

7.2 Mediation Process

Mediation Characteristics:

Voluntary participation by all parties
Neutral third-party mediator
Confidential and without prejudice discussions
Non-binding recommendations
Cost-sharing arrangements

Mediation Timeline:

ADR provider selection within 5 business days
Mediation scheduling within 15 business days
Mediation sessions conducted promptly
Resolution attempts within 30 days
Written agreement if resolution achieved

7.3 Arbitration Process

Binding Arbitration:

Agreed arbitration rules and procedures
Single arbitrator or panel selection
Formal evidence presentation
Binding decision with limited appeal rights
Enforcement of arbitration awards

Arbitration Scope:

Commercial disputes between businesses
High-value consumer disputes (where legally permitted)
International disputes requiring neutral forum
Technical disputes requiring specialist expertise

8. TIER 4: LEGAL PROCEEDINGS

8.1 Court Proceedings

When Court Action May Be Necessary:

ADR fails to resolve dispute
Urgent injunctive relief required
Legal precedent needs establishment
Criminal activity suspected
Regulatory compliance required

Jurisdiction and Governing Law:

English courts for UK-based disputes
Governing law: England and Wales
International disputes: appropriate jurisdiction determination
Small claims court for qualifying consumer disputes

8.2 Regulatory Proceedings

Regulatory Authority Involvement:

Trading Standards investigations
Information Commissioner’s Office (ICO) complaints
Financial Conduct Authority (FCA) matters
Competition and Markets Authority (CMA) issues
Industry regulator involvement

Cooperation with Authorities:

Full cooperation with regulatory investigations
Prompt response to information requests
Implementation of regulatory requirements
Regular compliance monitoring and reporting

9. SPECIFIC DISPUTE TYPES

9.1 Payment and Billing Disputes

Common Issues:

Unauthorized charges or double billing
Commission calculation errors
Payment processing failures
Currency conversion disputes
Tax and VAT disagreements

Resolution Approach:

Transaction record review and verification
Payment processor liaison and investigation
Account adjustment and correction
Preventive measures implementation
Process improvement initiatives

9.2 Product Quality Disputes

Typical Complaints:

Product not matching description
Technical defects or malfunctions
Missing features or functionality
Compatibility issues
Performance problems

Resolution Methods:

Vendor liaison and investigation
Technical testing and verification
Product replacement or updates
Partial or full refunds where appropriate
Quality standard enforcement

9.3 Account and Access Disputes

Access Issues:

Account suspension or termination disputes
Login and authentication problems
Data access and portability requests
Privacy and data protection concerns
Account ownership disputes

Resolution Process:

Account review and verification
Security assessment and clearance
Data recovery and restoration
Policy compliance verification
Access restoration or alternative solutions

9.4 Intellectual Property Disputes

IP-Related Issues:

Copyright infringement claims
Trademark violation allegations
Patent dispute notifications
Trade secret misappropriation
Fair use and licensing disputes

Specialized Process:

Legal review and assessment
DMCA compliance procedures
Counter-notification processes
IP holder verification
Legal counsel involvement when necessary

10. EMERGENCY AND URGENT DISPUTES

10.1 Expedited Resolution Process

Urgent Dispute Criteria:

Immediate financial harm or loss
Security breaches or fraud concerns
Legal deadline requirements
Public safety considerations
Regulatory compliance deadlines

Expedited Timeline:

Immediate acknowledgment (within 1 hour)
Initial response within 4 hours
Investigation priority status
Daily status updates
Resolution within 48 hours where possible

10.2 Interim Measures

Protective Actions:

Account suspension to prevent further harm
Payment holds and escrow arrangements
Content removal for safety reasons
Access restrictions for security
Temporary service modifications

11. DISPUTE PREVENTION MEASURES

11.1 Proactive Prevention

System Improvements:

Clear policy communication and education
User interface improvements for clarity
Automated conflict detection systems
Regular policy updates and clarifications
User feedback integration

Training and Education:

Customer support team training
User education and resource development
Vendor and affiliate guidance programs
Best practice sharing and implementation
Continuous improvement initiatives

11.2 Early Warning Systems

Monitoring and Detection:

Pattern recognition for potential disputes
Customer satisfaction tracking
Performance metrics monitoring
Complaint trend analysis
Preventive intervention programs

12. CONFIDENTIALITY AND PRIVACY

12.1 Information Protection

Confidentiality Standards:

Dispute information treated as confidential
Limited access on need-to-know basis
Secure storage and transmission of dispute records
Privacy protection for all parties
GDPR compliance in dispute handling

12.2 Information Sharing

Authorized Disclosures:

Sharing with dispute resolution service providers
Legal compliance and regulatory requirements
Court proceedings and legal discovery
Fraud prevention and investigation
Explicit consent from parties

13. COSTS AND FEES

13.1 Internal Dispute Resolution

No-Cost Services:

Tier 1 and Tier 2 internal resolution processes
Customer support and management review
Basic dispute investigation and resolution
Standard remedies and corrections

13.2 External Dispute Resolution

Cost-Sharing Arrangements:

ADR service provider fees shared equally
Mediation costs split between parties
Arbitration fees according to arbitration rules
Legal proceeding costs follow court rules

Fee Waivers:

Consumer disputes under certain thresholds
Disputes caused by platform errors
Goodwill gestures for loyal customers
Regulatory requirement compliance

14. PERFORMANCE MONITORING

14.1 Resolution Metrics

Key Performance Indicators:

Average resolution time by dispute type
Resolution success rates
Customer satisfaction scores
Escalation rates and trends
Repeat dispute prevention effectiveness

14.2 Continuous Improvement

Regular Review Process:

Monthly dispute resolution performance review
Quarterly policy and process updates
Annual comprehensive policy review
Stakeholder feedback integration
Best practice research and implementation

15. CONTACT INFORMATION

15.1 Dispute Submission

Primary Contact:

Email: info@bittenpay.com
Subject: “Dispute Resolution – [Dispute Type]”
Response time: Within 24 hours

15.2 Escalation Contacts

Management Review:

Email: info@bittenpay.com
Subject: “Management Review Request”
Include: Previous case reference numbers

External ADR:

EU ODR Platform: ec.europa.eu/consumers/odr
UK Mediation Services: Available upon request
Ombudsman Services: Sector-specific options

16. GOVERNING LAW

This Dispute Resolution Policy is governed by the laws of England and Wales. All disputes will be subject to the jurisdiction of the courts of England and Wales, except where alternative dispute resolution is specifically agreed upon.

17. POLICY UPDATES

This policy may be updated periodically to reflect legal changes, best practices, and operational improvements. Material changes will be communicated to users with appropriate notice.