Dispute Resolution

1. Purpose

The Bidrit Complaint & Dispute Resolution Standard establishes the procedures for receiving, investigating, managing, and resolving complaints arising from activities on the Bidrit Platform.

Its purpose is to ensure that every complaint is handled fairly, consistently, transparently, and without bias.

Bidrit is committed to protecting both buyers and sellers by providing an impartial dispute resolution process based on evidence and platform policies.

2. Guiding Principles

Every complaint will be handled according to the following principles:

• Fairness
• Neutrality
• Transparency
• Confidentiality
• Evidence-Based Decision Making
• Timeliness
• Accountability

No complaint will be decided based on popularity, commercial value, or personal relationships.

3. What Can Be Reported

Users may submit complaints relating to:

4. How to Submit a Complaint

Complaints should be submitted through Bidrit’s official reporting channels. Where possible, reports should include:

Incomplete reports may require additional information before an investigation begins.

5. Complaint Acknowledgement

Upon receiving a complaint, Bidrit will:

• Confirm receipt of the complaint.
• Assign a case reference number.
• Conduct an initial review.
• Notify the relevant parties where appropriate.

6. Investigation Process

Bidrit may take the following steps:

• Review submitted evidence.
• Request additional documentation.
• Contact both parties.
• Review platform activity.
• Review communication records where available.
• Consult inspection reports or verification records where applicable.
• Conduct additional compliance reviews if necessary.

Bidrit may temporarily restrict certain platform activities while investigations are ongoing if required to protect users.

7. Standard Investigation Timeline

Bidrit aims to:

• Acknowledge complaints within 24 hours.
• Begin investigation within 2 business days.
• Provide progress updates for complex cases.
• Resolve straightforward complaints as quickly as reasonably possible.

Complex investigations involving fraud, law enforcement, or third parties may require additional time.

8. Possible Outcomes

Following an investigation, Bidrit may determine that:

• No policy violation occurred.
• A minor policy violation occurred.
• A serious policy violation occurred.
• Additional evidence is required.
• The matter should be referred to law enforcement or another appropriate authority.

9. Enforcement Actions

Depending on the outcome, Bidrit may:

• Issue a warning.
• Remove listings.
• Require corrective action.
• Reduce the seller’s Trust Index.
• Suspend verification.
• Suspend accounts.
• Permanently remove users from the Platform.
• Refer suspected criminal conduct to the relevant authorities.

10. Appeals

Users who disagree with an investigation outcome may request a review. Appeals must:

• Be submitted within the timeframe specified by Bidrit.
• Include new evidence or explain why the original decision should be reconsidered.

Appeals will be reviewed by a different reviewer or designated appeals process where practicable. The outcome of the appeal will be communicated to the parties.

11. False or Malicious Complaints

Bidrit encourages honest reporting. Knowingly submitting false, misleading, or malicious complaints is a violation of Bidrit policies and may result in enforcement action.

12. Confidentiality

Information obtained during investigations will be handled confidentially and shared only where necessary for:

• Resolving the complaint.
• Complying with legal obligations.
• Protecting users.
• Enforcing Bidrit policies.

13. Continuous Improvement

Complaint data may be analysed to:

• Improve platform safety.
• Identify fraud patterns.
• Improve seller standards.
• Enhance buyer protection.
• Strengthen Bidrit’s Trust Framework.

Personal information will be handled in accordance with the Bidrit Privacy Policy.