1. Introduction
1.1 IO Global UAB, Vilkpėdės g. 22, LT-03151, Vilnius, Lithuania, with registration number 306355922, operates as a virtual currency exchange, facilitating the exchange of fiat currencies for cryptocurrencies and vice versa cryptocurrencies for fiat.
2. Informal Resolution
2.1 Initial Contact: In the case of a dispute, Users are encouraged to first attempt to resolve the matter informally by contacting the Platform’s customer support at support@exchizo.com. Users shall provide a detailed description of the dispute, relevant transaction information, and any supporting documentation.
2.2 Platform Review: The Platform shall review the information provided and make reasonable efforts to facilitate an amicable resolution within a reasonable timeframe. Users agree to cooperate with the Platform during this process.
3. Formal Resolution
3.1 Notice of Dispute: If the dispute remains unresolved after the informal resolution attempt, the complaining User may submit a formal notice of dispute to the Platform at support@exchizo.com. The notice should include a detailed description of the dispute, relevant transaction details, supporting documents, and the specific remedy sought.
3.2 Platform Investigation: Upon receipt of the formal notice, the Platform will conduct a thorough investigation into the dispute. This may involve requesting additional information from the involved parties and reviewing transaction records.
3.3 Interim Measures: The Platform reserves the right to take interim measures, such as freezing disputed funds, to prevent further harm to the parties involved while the investigation is ongoing.
4. Mediation
4.1 Mediation Option: If the formal resolution process does not lead to a satisfactory resolution, the Platform may, at its discretion, offer mediation services. Users involved in the dispute agree to participate in good faith in the mediation process facilitated by a neutral third party. The costs of mediation shall be shared equally between the parties.
5. Arbitration
5.1 Arbitration Election: If mediation is unsuccessful or not elected, Users may mutually agree to resolve the dispute through binding arbitration. Alternatively, either party may notify the other and the Platform of their election for arbitration within 14 days after the formal resolution process concludes.
5.2 Arbitration Rules: The arbitration shall be conducted in accordance with the rules of IO Global UAB, and the decision of the arbitrator shall be final and binding on all parties.
5.3 Arbitration Costs: Each party shall bear its own legal fees and expenses, and the costs of arbitration shall be shared equally between the parties. The prevailing party may be entitled to recover its reasonable attorneys’ fees and costs.
6. Governing Law
6.1 These Dispute Resolution Terms shall be governed by and construed in accordance with the laws of Lithuania, without regard to its conflict of law principles.
7. Miscellaneous
7.1 Class Action Waiver: Users agree that any disputes will be resolved on an individual basis and waive the right to participate in any class or collective action.
7.2 Modifications: The Platform reserves the right to modify these Dispute Resolution Terms at any time. Users will be notified of any changes, and continued use of the Platform constitutes acceptance of the modified terms.