COMPLAINT, DISPUTE AND APPEAL RESOLUTION PROCEDURE

Version: 1.0 | Effective Date: [to be filled]

13.1. General Provisions

13.1.1. This document establishes the procedure for reviewing User complaints, disputes, and appeals.

13.1.2. LLC "Dasta" strives to resolve most disputes without recourse to litigation.

13.2. Types of Applications

13.2.1. Complaint — User's application about violations by another User or Content (fraud, spam, rule violations).

13.2.2. Dispute — Conflict between two Users (regarding a transaction, rating, or content).

13.2.3. Appeal — Challenging an Administration decision (moderation refusal, status revocation, blocking).

13.3. Submission Channels

Listing complaint — "Report" button in listing card; User complaint — Email: report@zooelon.uz; Transaction dispute — Email: dispute@zooelon.uz; Blocking appeal — Email: legal@zooelon.uz; Refund request — Email: support@zooelon.uz; General support — Email: support@zooelon.uz, @zooelon_support.

13.4. Application Content

The application must include: full name and contact details; account identifier (if applicable); description of the issue; evidence (screenshots, correspondence, documents); expected resolution.

13.5. Review Timeframes

Fraud complaint (urgent) — 24 hours; Standard complaint — 48 hours; Transaction dispute — 7 days; Moderation appeal — 14 days; Blocking appeal — 30 days; Refund request — 7 business days; Personal data request — 30 days.

13.6. Review Stages

Stage 1 — Registration: Application enters the system, number assigned.

Stage 2 — Initial analysis: Moderator checks information completeness, requests additional data if necessary.

Stage 3 — Investigation: requesting explanations from the other party (in dispute); checking correspondence and evidence; comparing with Platform rules; consulting lawyer if necessary.

Stage 4 — Decision: Decision made, sent to User with justification.

Stage 5 — Implementation: applying sanctions (if violation confirmed); refund (if grounds exist); status restoration (for appeal); dispute resolution (in mediation).

13.7. Possible Outcomes

13.7.1. For complaints: Content removal; warning; temporary blocking (7-30 days); permanent blocking; referral to law enforcement.

13.7.2. For disputes: mediation (recommendations to parties); explanation of rights and obligations; compromise proposal; referral to judicial bodies if no agreement.

13.7.3. For appeals: full satisfaction; partial satisfaction; refusal with justification.

13.8. Re-Appeal

13.8.1. Administration's decision may be re-appealed within 30 calendar days.

13.8.2. Re-appeal is reviewed by senior moderator or legal department.

13.8.3. Re-appeal decision is final from the Platform's side.

13.9. External Mechanisms

13.9.1. If pre-trial settlement is impossible, the User may: contact the State Committee for Consumer Rights Protection; contact the State Inspection for Information Technology Control (for personal data matters); file a lawsuit in court.

13.9.2. LLC "Dasta" undertakes to assist in pre-trial settlement and cooperate with government authorities.

13.10. Contacts

support@zooelon.uz — general support; report@zooelon.uz — complaints; dispute@zooelon.uz — disputes; legal@zooelon.uz — legal matters; privacy@zooelon.uz — personal data; security@zooelon.uz — security. Telegram: @zooelon_support.