Dispute Resolution Policy

This process covers disputes about specific conversions, rewards, fees, forfeitures and enforcement decisions between businesses, participants and the Platform. It does not replace customers' consumer-law rights against businesses.

A party opens a dispute from the relevant conversion or decision within 14 days, stating the reason and attaching evidence. Frivolous or bad-faith disputes may affect standing.

The other party has 7 days to respond with their evidence. A platform administrator then reviews the complete transaction record: attribution events, signed scans, timestamps, device signals, communications and history.

The administrator may request clarifications and decides on the balance of the evidence.

Decisions are: uphold (funds stay as processed), deny (the contested movement is reversed) or split (a documented partial adjustment). Funds move only per the written decision, and every decision is recorded in the audit trail with reasons.

Decisions are normally issued within 10 business days of the response deadline.

A party may request one internal escalation review within 7 days of a decision, on grounds of new evidence or process error. After internal escalation, parties retain any rights they hold under applicable law, including recourse to the courts of Québec or, for eligible consumer matters, the applicable consumer-protection bodies.