1. Scope and Purpose 

This policy covers complaints or disputes arising from Orders between Buyers and Suppliers on the Sellar Platform. It aims to provide a structured approach for resolving conflicts fairly and efficiently but does not prevent either party from seeking legal action or other remedies available under the relevant legislation. 

2. Initial Resolution 

2.1. Disputes should first be addressed directly between the Buyer and Supplier, who should use their best endeavours to resolve the dispute without Sellar. 2.2. The Buyer and Supplier must act in good faith and act reasonably and professionally at all times in order to resolve the complaint or dispute as promptly as possible. 

3. Escalation to Sellar 

3.1. If a complaint or dispute cannot be resolved directly between Buyer and Supplier within 14 days a dispute resolution request should be submitted to Sellar by emailing hello@sellar.io.
 

3.2. Both parties must provide evidence, including transaction records, communications, and any relevant documentation. 

4. Process of Dispute Resolution 

4.1. Sellar will review the evidence provided by both parties and will attempt to facilitate a mutually agreeable resolution within 28 calendar days, however this may take longer for complex issues. 
‍

4.2. Sellar’s decision during this dispute resolution process is advisory and non-binding but aims to support fair outcomes. 
‍

4.3. Once Sellar has found a resolution to the dispute, Sellar will contact both parties to let them know what the next steps are and if there are any actions to be taken (e.g., returning the goods to the Supplier). 
‍

4.4. If the resolution is to provide a refund, then the payment will be returned via the original payment method within 7 working days.

5. Appeal

5.1. If either party disagrees with Sellar’s resolution an appeal can be made by emailing hello@sellar.io. 
‍

5.2. Any appeal should be made within 30 calendar days of the initial decision made by Sellar. 

6. Independent Dispute Resolution 

Should Sellar be unable to resolve the issue, either party may pursue independent Alternative Dispute Resolution (ADR), including but not limited to mediation, arbitration or legal recourse, in accordance with UK law.

7. Limitation of Liability 

Sellar’s liability in dispute resolution is limited to facilitating the resolution process. It does not assume liability for any outcomes between Buyers and Suppliers. 

8. Amendments to this Policy 

Sellar reserves the right to update this policy. Any changes will be communicated through the Sellar Platform, our website or by other reasonable means. 

9. Contact Information 

For further assistance, please contact hello@sellar.io.