Legal
Dispute & Complaint Policy
How complaints about users, listings or conduct are raised and handled.
What changed: Initial published version.
1. Scope
This policy covers complaints about listings, conduct or communications on Serendib Trade. Commercial contracts are concluded directly between buyers and exporters, so Serendib Trade is not the decision-maker on contractual matters between them.
2. Raise it with the counterparty first
Most issues — specifications, samples, lead times, documentation — are resolved fastest directly in the inquiry thread.
3. Report to Serendib Trade
If that fails, or if the issue concerns conduct, misrepresentation or a suspected breach of the Marketplace Rules, report it through the reporting tools or the contact channels published on the Platform. Include the listing, inquiry reference and a factual description.
4. What we do
We review the report against the Marketplace Rules and Acceptable Use Policy, may request further information from either party, and may remove content, adjust verification status, restrict features, or suspend accounts.
5. What we do not do
We do not arbitrate commercial contracts, determine liability between the parties, or provide legal advice.
6. Records
Reports and outcomes are recorded for accountability and to detect repeat behaviour.
Requires review by qualified legal counsel before being relied upon.