Version: 1.0 | Effective Date: [to be filled]
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.
13.2.1. 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).
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.
The application must include: full name and contact details; account identifier (if applicable); description of the issue; evidence (screenshots, correspondence, documents); expected resolution.
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.
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).
13.7.1. 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.
13.8.1. 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.
13.9.1. 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.
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.
