At Midoman, we are committed to providing a secure and transparent platform for all transactions. We understand that disputes may occasionally arise, and our Dispute Policy is designed to ensure a fair, efficient, and transparent resolution process for all parties involved.
This policy applies to all users of the Midoman platform and covers disputes arising from transactions facilitated through our services.
3.1. Dispute Initiation
Eligibility: Only registered users with active accounts can initiate a dispute.
Timeframe: Disputes must be raised before the payout is completed.
Procedure: To initiate a dispute, the concerned party should:
Navigate to the specific transaction in question.
Click on the "Raise Dispute" option.
Provide a detailed description of the issue, including relevant dates, times, and any prior attempts at resolution.
3.2. Resolution Center Engagement
Access: Both parties will have access to Midoman's Resolution Center.
Communication: Parties can communicate directly through the platform's chat feature to discuss the dispute.
Evidence Submission: Both parties are encouraged to submit supporting evidence, such as:
Transaction records.
Correspondence related to the transaction.
Photographs or documents that support their claims.
3.3. Mediation by Midoman
Review: Midoman's dispute resolution team will review all submitted evidence and communications.
Decision: Based on the review, the team will:
Propose a resolution to both parties.
If an agreement is reached, facilitate the necessary actions to resolve the dispute.
3.4. Arbitration (Level 1)
Escalation: If mediation does not lead to a resolution, the dispute will be escalated to arbitration.
Arbiter's Role: An appointed arbiter will:
Review all evidence and communications.
Make a binding decision to either:
Release funds to the seller.
Refund the buyer.
3.5. Arbitration (Level 2)
Further Escalation: If either party is dissatisfied with the Level 1 arbitration decision, they may escalate to Level 2.
Procedure: To initiate Level 2 arbitration:
Contact Midoman's support team within 5 working days of the Level 1 decision.
Provide reasons for the escalation and any additional evidence.
Final Decision: A senior arbiter will review the case and issue a final, binding decision.
3.6. Resolution and Completion
Outcome Implementation: Based on the final decision:
Funds will be disbursed to the appropriate party's wallet.
The transaction will be marked as completed.
Withdrawal: The prevailing party can withdraw the funds to their regular account as per Midoman's standard procedures.
Timely Communication: Users are expected to respond promptly during the dispute resolution process.
Good Faith Participation: All parties should engage in the process with honesty and integrity.
Evidence Provision: Users must provide clear and relevant evidence to support their claims.
For assistance or to escalate a dispute, please contact our support team at:
Email: support@midoman.com
This Dispute Policy aims to ensure that all disputes are handled in a fair, transparent, and efficient manner, maintaining trust and integrity within the Midoman platform.