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Dispute Resolution Procedure

Effective Date: 3 July 2026 · Version 2.0

Vyete does not process or hold payment for product orders, deliveries, auction sales, or event tickets, so it cannot reverse or refund those transactions — there is no escrowed balance to return. This Procedure is Vyete's trust backstop instead: a way to put a documented mark against a Shop's or seller's public record, and get Trust & Safety involved when direct resolution fails. Where Vyete does hold funds (platform subscriptions, campaign spend) it resolves those directly instead — Section 6 explains how that differs. It is visibility and accountability, not a payment-reversal mechanism, for the transactions Vyete never processed.

1. Scope

This Procedure applies to disputes arising from:

  • Orders placed through the Vyete platform (delivery, quality, fulfilment, non-payment or non-delivery by either party).
  • Service bookings/appointments (non-payment, no-show by either party, service not as described) — see the Booking Policy §8, same visibility-not-restitution mechanism as Section 3 below, raised once the shop marks the booking complete.
  • Auction sales (non-payment, item not as described, non-delivery) — see the Auction Terms §8.4 for the auction-specific dispute mechanism, same visibility-not-restitution principle as Section 3 below.
  • Event ticket bookings (non-payment, event not as described) — see the Payment Terms §9.4, same visibility-not-restitution mechanism, raised once the host checks the attendee in.
  • Account actions (suspensions, restrictions, fee charges).
  • Interactions with shops, brands, or carriers on the platform.
  • Any other matter arising from the User Terms of Service.

Where a dispute concerns a transaction Vyete does hold funds for (Vyete's own subscription/campaign charges), Section 6 explains how that differs.

2. Before You Raise a Formal Dispute

Since refunds for product orders happen directly between you and the Shop (see the Refund & Returns Policy), try direct resolution first:

  • Use Orders → Contact Shop for delivery or product problems.
  • Message the Shop directly via the platform messaging tool.

You are not required to attempt direct resolution before raising a formal dispute, but it is usually the fastest way to actually get your money back, since Vyete has none of it to return to you.

3. Raising a Dispute Against an Order

3.1 Eligibility

You may raise a dispute against a specific sub-order once the Shop has marked it delivered, within 14 calendar days of that delivery. This window exists specifically for cases like "the Shop says it was delivered but it wasn't," independent of whether you separately confirmed receipt.

3.2 How to File

Go to Orders → Raise a Dispute on the relevant sub-order and provide:

  • A clear description of the issue.
  • Any supporting evidence (photos, screenshots, correspondence).

3.3 What Happens Next

  • The Shop is notified and can see your dispute and reason.
  • The Shop should resolve it directly with you — including any refund you're owed — and then close the dispute with a short note on the outcome.
  • If the Shop is unresponsive or you can't agree, Vyete's Trust & Safety team can close the dispute on review, but does not adjudicate or move money — it has none of yours to move.
  • Your dispute, and the Shop's total and open dispute counts, remain visible on the Shop's public record, closed or not.

3.4 What a Dispute Does Not Do

Raising a dispute does not automatically trigger a refund, hold any Shop funds (Vyete holds none), or freeze the Shop's account. It is a documented record that becomes part of the Shop's visible trust signal, and a trigger for Vyete's Trust & Safety team to get involved if the Shop is unresponsive.

4. Escalation to Trust & Safety

If a Shop is unresponsive to a dispute, or you believe they're acting in bad faith, escalate by emailing [email protected] with your dispute reference. Vyete's Trust & Safety team will:

  • Review the dispute and any evidence.
  • Contact the Shop for their account.
  • Where warranted, take action against the Shop's standing on the Platform (formal warning, enhanced monitoring, suspension) — this is account-standing action, not a payment remedy.

Target response time for an escalation: 10 business days.

5. External Resolution

If you remain dissatisfied after Sections 3–4, you retain your legal options:

5.1 Alternative Dispute Resolution (ADR)

Vyete participates in ADR schemes where required by applicable law. Contact [email protected] to identify the relevant ADR body for your jurisdiction. ADR is voluntary and conducted by an independent, accredited third party.

5.2 Online Dispute Resolution (ODR)

Users in the European Union may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Vyete's contact for ODR purposes is [email protected].

5.3 Court Proceedings

Nothing in this Procedure prevents you from exercising your right to take legal action in a court of competent jurisdiction at any stage.

6. Disputes Where Vyete Does Hold Funds

Platform subscriptions and campaign spend are charged directly by Vyete (see Payment Terms). Disputes over these follow the standard payment-dispute path: email [email protected] with the transaction reference. Because Vyete holds these funds, it can and will process a refund directly where a dispute is upheld, unlike Section 3 or auction disputes.

7. Carrier Disputes

Where your dispute relates to carrier conduct or a delivery issue (fault, loss, damage), it's handled under the Delivery Policy's fault-attribution rules, not this Procedure. Contact [email protected].

8. Abuse of the Disputes Process

The dispute process must not be used to make false, frivolous, or vexatious claims. Vyete reserves the right to reject disputes that:

  • Relate to matters already closed and not escalated within a reasonable timeframe.
  • Are submitted multiple times for the same issue without new evidence.
  • Are clearly outside the scope of this Procedure.

Misuse of the disputes process may result in account restrictions.

9. Evidence and Privacy

All evidence submitted as part of a dispute is handled in accordance with the Privacy Policy. Evidence may be shared with the other party to the dispute (Shop, Carrier) to the extent necessary for resolution. Vyete will not share your personal contact details (phone number, home address) with any third party without your consent.

10. Contact

Disputes: [email protected]

Carrier-related disputes: [email protected]

Legal enquiries: [email protected]