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DISPUTE RESOLUTION POLICY
Last updated: April 18, 2023
Contents
1 Introduction
KulturCart is committed to providing a safe, trustworthy, and reliable marketplace for multicultural products in Germany. In the interest of fostering a harmonious community and positive user experience, we have established this Dispute Resolution Policy to address any issues that may arise between buyers and sellers on our platform. This policy outlines the procedures and guidelines for resolving disputes in a fair and transparent manner, ensuring a satisfactory resolution for all parties involved.
2 Definitions
- "Buyer" or "customer" refers to any user who purchases products or services through the KulturCart marketplace.
- "Seller" or "vendor" refers to any vendor who offers products or services for sale through the KulturCart marketplace.
- "Dispute" refers to any disagreement or conflict resulting from a transaction between a buyer and a seller on the KulturCart platform.
3 Scope
This policy applies to all transactions conducted on the KulturCart marketplace, regardless of the payment method used, and covers disputes arising from, but not limited to, product quality, delivery, or payment issues.
4 Dispute Initiation
4.1 Initial Communication
In the event that a customer has a concern or issue related to an order, product, or service provided by a vendor, the customer is encouraged to contact the vendor directly through the KulturCart platform to discuss the matter within 14 days of the transaction date or expected delivery date. Both parties should make a genuine effort to resolve the issue amicably and promptly.
4.2 Dispute Request
If the customer and vendor are unable to resolve the issue through direct communication within seven (7) days of the initial contact, either party may initiate a formal dispute by submitting a dispute request through the customer support live chat. The dispute request must include a detailed description of the issue, any supporting documentation or evidence, and the desired resolution.
4.3 Kulturcart Review
Upon receiving the dispute request, KulturCart will review the case and may request additional information or evidence from either party. Both buyer and seller are required to cooperate with KulturCart during the review process.
4.4 Investigation
KulturCart may request additional information or documentation from both parties to further investigate the dispute. Failure to provide the requested information within a reasonable timeframe may result in a decision being made against the non-compliant party.
4.5 Resolution
KulturCart will make a decision on the dispute within fourteen (14) days of receiving all relevant information. The decision will be communicated to both parties, and any necessary actions will be taken to resolve the issue, such as issuing a refund, arranging a return or exchange, or addressing delivery concerns.
4.6 Appeals
If either party is dissatisfied with KulturCart's decision, they may submit an appeal within seven (7) days of receiving the decision. The appeal should include a detailed explanation of the reasons for the appeal and any additional supporting documentation. KulturCart will review the appeal and issue a final decision within fourteen (14) days.
4.7 Escalation
If a buyer or seller is not satisfied with the outcome of the dispute resolution process, they may escalate the matter to the appropriate legal authorities or dispute resolution bodies within their jurisdiction.
5 Responsibility
5.1 Limitation of Liability
KulturCart's role in dispute resolution is limited to facilitating communication between customers and vendors and making decisions based on the information provided. KulturCart will not be held liable for any damages or losses incurred by either party as a result of a dispute.
5.2 Seller Responsibilities
Sellers are responsible for ensuring that their products and services meet KulturCart's quality standards and comply with all applicable laws and regulations. Sellers must also provide accurate product descriptions, pricing, and delivery information, and respond promptly to buyer inquiries and complaints. Failure to fulfill these obligations may result in penalties, including but not limited to, account suspension, termination, or legal action.
5.3 Buyer Responsibilities
Buyers are responsible for providing accurate shipping information, making timely payments, and communicating any issues or concerns with the seller in a respectful and constructive manner. Buyers must also comply with KulturCart's terms and conditions and any applicable laws and regulations.
6 Amendments
KulturCart reserves the right to modify, amend, or update this Enhanced Dispute Resolution Policy at any time. Changes will be effective upon posting on our website, and users are encouraged to review the policy periodically to stay informed.
