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Dispute Resolution Procedure

Effective Date: 8 May 2026 · Version 1.0

This Procedure explains how Vyete handles disputes between users and shops, users and couriers, and users and Vyete itself. Vyete is committed to resolving disputes fairly, efficiently, and transparently.

1. Scope

This Procedure applies to disputes arising from:

  • Orders placed through the Vyete platform (delivery, quality, fulfilment).
  • Refund or returns decisions.
  • Account actions (suspensions, restrictions, fee charges).
  • Interactions with shops, brands, or couriers on the platform.
  • Any other matter arising from the User Terms of Service.

2. Before You Raise a Formal Dispute

Vyete encourages direct resolution first. Many issues are resolved quickly by:

  • Using the Orders → Report an Issue flow for delivery or product problems.
  • Contacting the shop directly via the platform messaging tool.
  • Checking the Refund & Returns Policy for standard resolution paths.

You are not required to attempt direct resolution before filing a formal dispute, but it is usually the fastest route.

3. Stage 1 — Internal Dispute Resolution

3.1 How to File

Submit a formal dispute through Account → Help → Raise a Dispute, or email [email protected] with:

  • Your name and account email.
  • The order number or transaction reference (if applicable).
  • A clear description of the issue.
  • The outcome you are seeking.
  • Supporting evidence (photos, screenshots, correspondence).

3.2 Timeframes

| Step | Target | |---|---| | Acknowledgement | Within 2 business days | | Initial assessment | Within 5 business days | | Decision | Within 15 business days of all evidence being received |

Vyete may extend the decision deadline by a further 10 business days for complex cases. You will be notified of any extension.

3.3 Dispute Outcome

Vyete will issue a written decision explaining:

  • The outcome (upheld, partially upheld, or not upheld).
  • The reasoning.
  • Any remedies offered (refund, replacement, account credit).
  • Your right to escalate if you disagree.

Where a dispute is upheld, any remedy will be applied within 5 business days of the decision.

4. Stage 2 — Escalated Review

If you are dissatisfied with the Stage 1 outcome, you may request an escalated review within 14 calendar days of receiving the Stage 1 decision.

4.1 How to Escalate

Reply to the Stage 1 decision email with the subject line ESCALATION, or email [email protected] with:

  • The original dispute reference number.
  • The specific aspect(s) of the Stage 1 decision you disagree with.
  • Any new evidence not available at Stage 1.

4.2 Escalated Review Process

Escalations are reviewed by a senior member of Vyete's Trust & Safety team who was not involved in the original decision. The reviewer will:

  • Re-examine all submitted evidence.
  • May contact the shop or courier for their account.
  • Issue a written decision within 10 business days.

4.3 Escalation Outcome

The escalated decision is Vyete's final internal decision. It will state whether the Stage 1 outcome is confirmed, modified, or reversed, with full reasoning.

5. Stage 3 — External Resolution

If you have exhausted Vyete's internal process and remain dissatisfied, you have the following external 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 (both parties must agree to participate).
  • Conducted by an independent, accredited third party.
  • Typically resolved within 90 calendar days.

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. Shop and Courier Disputes

6.1 Shop Disputes

Where your dispute is with a specific shop (e.g., regarding product quality or seller conduct), Vyete will:

  • Notify the shop of your complaint.
  • Give the shop 5 business days to respond.
  • Mediate between you and the shop where necessary.
  • Make a binding decision if the parties cannot agree.

6.2 Courier Disputes

Where your dispute relates to courier conduct or a delivery issue, Vyete will investigate directly with the courier. You are not required to contact the courier independently.

7. 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 decided and not escalated within the permitted 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.

8. 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, courier) 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.

9. Contact

Disputes: [email protected]

Escalations: [email protected]

Legal enquiries: [email protected]