This Complaints and Dispute Resolution Policy establishes a fair, transparent, and consistent process for submitting complaints, appealing KOTLYARS decisions, and resolving disputes relating to the use of the KOTLYARS international marketplace and auction platform.
KOTLYARS is committed to handling complaints impartially, protecting the rights of marketplace participants, and resolving disputes in a timely, proportionate, and legally compliant manner.
This Policy supplements the Terms and Conditions, Buyer Terms, Seller Terms, Auction Rules, Privacy Policy, and other applicable KOTLYARS policies. Mandatory consumer rights and applicable legal requirements always prevail.
- Purpose and Application. This Policy applies to complaints submitted by buyers, sellers, reporting persons, rights holders, and other users concerning listings, auctions, accounts, content, platform functions, or actions taken by KOTLYARS.
- Issues Covered. Complaints may relate to item descriptions, authenticity, user conduct, delivery issues, rule violations, illegal content, technical errors, account restrictions, listing removals, suspensions, or other platform-related matters. Disputes may arise either between marketplace users or between a user and KOTLYARS.
- Who May Complain. Complaints may be submitted by an affected user, an authorised representative, a rights holder, or another person with a legitimate legal interest. Representatives may be required to provide evidence of authority, identity, or organisational status before a complaint is processed.
- How to Submit a Complaint. Complaints may be submitted electronically and without charge through the Contact page or another designated reporting mechanism where available. Users should identify the relevant listing, auction, account, transaction, or case reference wherever possible. Formal legal notices must be served in accordance with applicable law and the Terms and Conditions.
- Information Required. Complainants should provide their contact information, a clear description of the issue, the desired resolution, relevant dates, and supporting evidence including photographs, correspondence, certificates, invoices, delivery records, or payment documentation where applicable. Sensitive information such as passwords or complete payment card details should never be submitted.
- Acknowledgement and Initial Review. KOTLYARS aims to acknowledge receipt of a complaint within five business days. The acknowledgement may include a case reference number, identify missing information, and explain the next steps. Complaints may be paused until sufficient information is received.
- Urgent Cases and Safety. Reports involving immediate threats to life, personal safety, fraud in progress, stolen property, illegal content, or the risk of evidence being lost should be clearly identified as urgent. KOTLYARS may temporarily restrict accounts, hide listings, preserve evidence, or notify competent authorities where appropriate. In emergencies, users should first contact local emergency services.
- Buyer–Seller Disputes. Buyers and sellers should first attempt to resolve disputes directly and in good faith while retaining communications through the platform where possible. KOTLYARS may facilitate communication, review documentation, compare evidence, or suggest possible resolutions but is generally not a party to the underlying sales contract.
- Payments, Refunds and Chargebacks. As of the Effective Date, KOTLYARS does not receive or hold marketplace payments. Consequently, the platform cannot issue refunds, reverse bank transfers, or process payment chargebacks. Refund requests should be directed to the seller and, where appropriate, the buyer's payment provider or financial institution.
- Evidence and Record Preservation. Parties should retain original documentation, certificates, invoices, photographs, communications, shipping records, and any other relevant evidence. Items should not be repaired, altered, or modified before their condition has been properly documented where reasonably possible. KOTLYARS may retain complaint-related information in accordance with its Privacy Policy and applicable legal requirements.
- Platform Decisions. Following review, KOTLYARS may decide to take no action, request corrections, restrict visibility, remove listings or content, suspend accounts, limit platform features, issue warnings, or permanently terminate accounts where justified. Interim measures do not necessarily represent a final determination.
- Appealing a KOTLYARS Decision. Users may appeal decisions relating to content removal, account restrictions, listing visibility, service limitations, or other enforcement actions through the communication channel identified in the original decision. Where required by applicable digital-services legislation, appeal rights remain available for the legally prescribed period.
- Content of an Appeal. Appeals should clearly identify the challenged decision, explain the factual or legal basis for disagreement, include any new supporting evidence, and specify the requested outcome. Simply repeating a previous complaint without additional explanation may not be sufficient.
- Fair Review. KOTLYARS aims to review complaints promptly, fairly, consistently, proportionately, and without discrimination. Where practicable, appeal decisions are supervised by appropriately qualified personnel and are not determined solely by automated systems.
- Possible Outcomes. Following review, KOTLYARS may uphold, amend, or reverse an earlier decision, restore content or account access, require corrections, maintain restrictions, facilitate settlement discussions, or refer the matter to another appropriate dispute resolution process where applicable.
- Response and Timing. KOTLYARS aims to provide a reasoned response within thirty calendar days after receiving sufficient information. Urgent matters may be handled more quickly, while particularly complex, cross-border, or multi-party disputes may require additional time. Service targets do not override mandatory legal deadlines.
- Seller and Business-User Complaints. Sellers and other business users may submit complaints regarding technical issues, platform rules, listing visibility, account restrictions, ranking, marketplace functionality, or other matters affecting commercial use of the platform. Where required by law, KOTLYARS will maintain an accessible and free internal complaint-handling system for business users.
- Mediation and Out-of-Court Resolution. Where internal review does not resolve a dispute, the parties may voluntarily agree to independent mediation or another recognised alternative dispute resolution procedure where available under applicable law. Participation and the legal effect of any outcome depend upon the governing legislation and the selected dispute resolution body.
- Courts, Authorities and Mandatory Rights. Internal complaint procedures do not prevent any party from contacting courts, consumer protection bodies, digital-services regulators, customs authorities, law-enforcement agencies, or other competent authorities where legally permitted. Mandatory statutory rights remain fully preserved.
- Abuse, Data and Changes. Knowingly false, abusive, threatening, repetitive, or bad-faith complaints intended to harass, mislead, or improperly pressure another party are prohibited. KOTLYARS may combine related complaints, restrict abuse of reporting channels, and take appropriate enforcement action. This Policy may be updated periodically with appropriate notice.
Role of KOTLYARS. KOTLYARS provides an independent platform for reviewing complaints and may take appropriate platform measures where justified. However, it does not receive or hold marketplace payments and does not replace courts, banks, insurers, payment providers, or competent public authorities. Nothing in this Policy limits mandatory legal rights or remedies available under applicable law.
By using the KOTLYARS platform, users acknowledge that complaints and disputes will be handled in accordance with this Policy together with all other applicable KOTLYARS terms and policies.