Dispute Resolution Policy

Overview

This Dispute Resolution Policy governs how disputes between users of the ITZCULTURE Platform are handled, as well as disputes between users and ITZCULTURE, Inc. We are committed to providing a fair, transparent, and efficient resolution process for all parties.

Philosophy

We believe most issues are best resolved between Buyer and Seller directly. Our formal dispute system exists as a safety net, not a first resort. Sellers who resolve issues quickly and fairly earn higher trust scores, better visibility, and stronger buyer loyalty.

Step 1: Direct Resolution (Required)

Before opening a formal dispute, you must contact the other party through the order messaging system. This step is mandatory and cannot be skipped.

• Navigate to "Order History" and select the relevant order
• Click "Contact Seller" (or "Contact Buyer" if you are the Seller)
• Clearly describe the issue and your desired resolution
• Sellers are required to respond within 48 hours of receiving a message

Most issues — wrong size, minor shipping delays, missing accessories — are resolved at this stage within 1-3 days.

Step 2: Open a Formal Dispute

If the other party is unresponsive after 48 hours, or you cannot reach a mutually agreeable resolution, you may open a formal dispute. When filing, include:

• A clear, factual description of the issue
• Photos or screenshots as evidence (damaged items, wrong items, conversation history)
• Your desired resolution: full refund, partial refund, replacement, or exchange
• Order number and relevant dates

Disputes must be filed within 30 days of delivery (or 45 days of purchase if item was never delivered).

Step 3: Seller Response

Once a formal dispute is opened, the other party has 72 hours to respond with their evidence and position. If the Seller fails to respond within 72 hours, the dispute is automatically resolved in the Buyer's favor with a full refund.

Sellers should provide:

• Their account of the situation
• Any relevant evidence (shipping confirmation, tracking, product photos before shipping)
• Their proposed resolution

Step 4: Platform Mediation

If both parties have submitted evidence and cannot agree, our Trust and Safety team reviews the case. We evaluate:

• Product listing accuracy vs. item received
• Shipping and tracking documentation
• Communication history between both parties
• Photographic evidence
• Prior dispute history of both parties

Timeline: Decisions are issued within 7 business days of both parties submitting evidence. Complex cases may take up to 14 business days with notification.

Possible Outcomes

• Full refund to Buyer: Item not as described, not delivered, or Seller at fault. Seller's balance is debited.
• Partial refund: Shared responsibility, minor discrepancies, or buyer contributed to the issue.
• No refund: Buyer's claim is not supported by evidence, or buyer is at fault.
• Return and refund: Buyer returns the item at Seller's expense; refund issued upon Seller's receipt and inspection.
• Replacement: Seller sends a replacement item (if both parties agree).

Appeals

Either party may appeal a Platform decision within 14 days of the ruling by providing:

• New evidence not previously submitted
• A clear explanation of why the original decision should be reconsidered

Appeals are reviewed by a senior member of the Trust and Safety team who was not involved in the original decision. Appeal decisions are final.

Chargebacks

Important: Filing a bank chargeback without first completing our dispute resolution process is a violation of our Terms of Service and may result in immediate account termination.

Our process is faster (7 days vs. 60-90 days for bank chargebacks), protects both parties, and preserves your account standing. Sellers who receive chargebacks are responsible for the chargeback amount plus a 5 dispute fee.

Binding Arbitration (Platform vs. User Disputes)

For disputes between you and ITZCULTURE, Inc. (not buyer-seller disputes), the following applies:

• You agree to first attempt informal resolution by contacting legal@itzculture.com. We will attempt to resolve the matter within 30 days.
• If informal resolution fails, the dispute shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules.
• Arbitration shall take place in the State of Delaware or via video conference at the claimant's election.
• The arbitrator's decision is final and binding and may be entered as a judgment in any court of competent jurisdiction.

Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. You waive any right to participate in a class action lawsuit or class-wide arbitration against ITZCULTURE, Inc. If this waiver is found unenforceable, the entire arbitration agreement shall be void.

Governing Law

This Dispute Resolution Policy and all disputes arising from your use of the Platform are governed by the laws of the State of Delaware, United States, without regard to conflict of laws principles.

Exceptions to Arbitration

Either party may seek injunctive or equitable relief in any court of competent jurisdiction for matters involving intellectual property infringement, data breaches, or threats to platform security, without first submitting to arbitration.

Get in Touch

For dispute-related inquiries:

ITZCULTURE, Inc.
Trust and Safety: disputes@itzculture.com
Legal Department: legal@itzculture.com