Dispute Resolution Policy

1. Introduction This Dispute Resolution Procedure outlines the steps to be followed by customers and sellers and Whisk Marketplace admin (hereafter referred to as "the Marketplace") to resolve any disputes arising from transactions on the platform. This procedure is designed to ensure fair and efficient resolution of disputes in a timely manner, in accordance with Australian Consumer Law (ACL).

2. Scope This procedure applies to all transactions conducted through the Marketplace, including but not limited to issues related to product quality, delivery, payment, and customer service.

3. Reporting a Dispute

3.1. Initial Communication Customers are encouraged to contact the seller directly via the WCFM communication tools to resolve any issues related to their purchase. Sellers should respond to the customer's concerns within 2 business days.

3.2. Filing a Formal Dispute If the issue is not resolved through initial communication, customers may file a formal dispute with the Marketplace admin by following these steps:

• Log in to your Marketplace account.
• Navigate to the "Order History" section within the WCFM dashboard.
• Select the order in question and click on "Report a Problem."
• Complete the dispute form, providing all relevant details and supporting documentation (e.g., photos of the product, communication with the seller).

4. Review and Investigation

4.1. Acknowledgment The Marketplace will acknowledge receipt of the dispute within 2 business days.

4.2. Investigation The Marketplace will conduct a thorough investigation, which may include:

• Reviewing the dispute form and supporting documentation.
• Communicating with both the customer and the seller through the WCFM system.
• Requesting additional information if necessary.

4.3. Timeline The investigation will typically be completed within 10 business days. If more time is needed, the customer and seller will be informed of the new timeline.

5. Resolution

5.1. Decision Based on the investigation, the Marketplace will make a decision regarding the dispute. Possible outcomes may include:

• Full or partial refund to the customer.
• Replacement of the product.
• No action if the dispute is found to be unfounded.

5.2. Notification The decision will be communicated to both the customer and the seller via email. The notification will include the rationale for the decision and any next steps.

6. Appeals

6.1. Requesting an Appeal If either party is dissatisfied with the resolution, they may request an appeal within 5 business days of receiving the decision. Appeals must be submitted in writing to info@whiskmarketplace.com and include:

• Reasons for the appeal.
• Any new evidence or information not previously provided.

6.2. Appeal Review The appeal will be reviewed by admin. The review process will be completed within 10 business days.

6.3. Final Decision The final decision will be communicated to both parties via email. This decision is binding.

7. Record Keeping All records related to disputes, including communications, decisions, and supporting documentation, will be maintained by the Marketplace for a minimum of 2 years.

8. Contact Information For any questions or additional assistance, customers and sellers may contact the Marketplace customer support team at info@whiskmarketplace.com

9. Confidentiality All parties involved in the dispute resolution process are required to maintain the confidentiality of all information and documentation related to the dispute.

10. Amendments The Marketplace reserves the right to amend this Dispute Resolution Procedure at any time. Any amendments will be communicated to users via email and will be effective immediately upon posting on the Marketplace website.

11. Governing Law This Dispute Resolution Procedure shall be governed by and construed in accordance with the laws of Australia and Australian Consumer Law.