Dispute Policy

Effective Date: May 2026

Avebo

Effective Date: May 2026

Last Updated: May 2026

Avebo is committed to fair and transparent resolution of disputes between Buyers and Sellers. This Dispute Policy outlines how disputes are raised, investigated, and resolved on the Platform.

By using the Platform, you agree to this Dispute Policy and its resolution process as your exclusive remedy for disputes arising from Orders on the Platform.

All disputes are resolved by Avebo based on the following principles:

  • Fairness — both parties are heard before a decision is made
  • Evidence-based — decisions are based on available evidence including messages, progress updates, and order records
  • Finality — Platform decisions are binding and not subject to court challenge as agreed in the Terms and Conditions
  • Speed — disputes are resolved within clearly defined timeframes

A dispute should be raised when:

  • The service delivered does not match what was described in the listing
  • The Seller failed to deliver the service within the agreed timeframe
  • The Seller stopped communicating during an active Order
  • You received a service of materially lower quality than represented

A dispute should NOT be raised for:

  • Change of mind after Order confirmation
  • Consequences of third-party platform actions (e.g. game account penalties)
  • Dissatisfaction with results that were not guaranteed in the listing
  • Issues caused by incorrect information you provided to the Seller

If you are unsatisfied with a delivered service, do not click "Confirm Completion." You have 24 hours after the Seller marks the Order complete to raise a dispute.

On your Order page, click "Raise Dispute" and select a reason from the available options:

  • Service not delivered
  • Service not as described
  • Seller stopped communicating
  • Partial delivery only
  • Other (provide details)

Submit any supporting evidence including screenshots, communications, or any other relevant material. The more evidence provided, the faster and more accurately Avebo can resolve your dispute.

The Seller is notified of the dispute and given 24 hours to respond with their account of events and any supporting evidence.

During investigation, Avebo reviews:

  • The original listing and its description
  • All communications between Buyer and Seller within the Platform
  • Progress updates posted by the Seller
  • Evidence submitted by both parties
  • Order timeline and status history
  • Account history of both parties

Avebo acts as a neutral mediator. We do not take sides and base all decisions on evidence. Our role is to determine the most fair outcome based on the facts available.

Standard disputes are investigated and resolved within 48–72 hours of both parties submitting their evidence. Complex disputes may take up to 7 business days.

Avebo may request additional information from either party during the investigation. Failure to respond to requests for information within 24 hours may result in a decision being made based on available evidence.

Avebo may issue one of the following outcomes:

Issued when evidence clearly shows the Seller failed to deliver the service or the service materially differed from the listing description.

Issued when evidence shows the service was partially delivered. The refund percentage reflects the extent of non-delivery at Avebo's determination.

Issued when evidence shows the service was delivered as described and the dispute is not substantiated.

If both parties reach an agreement during the investigation period, Avebo will facilitate the agreed resolution.

Both parties are notified of the dispute outcome via the Platform Inbox and email. The notification includes:

  • The decision (full refund, partial refund, or release to Seller)
  • A brief explanation of the reasoning
  • Refund amount if applicable
  • Next steps

If either party is unsatisfied with the initial dispute outcome, they may request escalation within 48 hours of receiving the decision. Escalation requests submitted after 48 hours will not be accepted.

Escalated disputes are reviewed by a senior member of Avebo's team. The escalation review includes a fresh examination of all evidence plus any new evidence submitted with the escalation request.

The escalation decision is final and binding. No further appeals are available within the Platform.

If a party remains unsatisfied after escalation and the disputed amount exceeds $500 USD, they may request binding arbitration in accordance with the Terms and Conditions. Arbitration costs are shared equally between both parties unless the arbitrator determines otherwise.

Disputes resolved in the Buyer's favour may result in the following consequences for the Seller:

  • Formal warning — recorded permanently on the Seller's account
  • Negative impact on visibility — dispute rate affects shop ranking algorithm
  • Suspension — repeated unresolved disputes may result in account suspension
  • Permanent ban — pattern of fraud or repeated serious violations may result in permanent ban

Abuse of the dispute system by Buyers may result in:

  • Warning on the Buyer's account
  • Restriction of dispute privileges
  • Account suspension
  • Permanent ban for repeated fraudulent dispute claims

The following conduct during the dispute process is prohibited:

  • Submitting false or fabricated evidence
  • Threatening or harassing the other party
  • Attempting to contact Avebo staff outside official channels to influence a decision
  • Raising disputes in bad faith to obtain refunds for services properly delivered
  • Withholding relevant evidence during investigation

Violations of prohibited dispute conduct will result in immediate disciplinary action and may affect the outcome of the dispute.

This Dispute Policy does not cover:

  • Disputes between users conducted outside the Platform (off-platform transactions)
  • Disputes arising from services not facilitated through the Platform's Order system
  • Disputes regarding Avebo's own policies or decisions (these are handled through the support and appeals process)
  • Disputes related to third-party platform actions (game bans, account penalties, etc.)

All dispute records including evidence submitted, communications, and decisions are retained for a minimum of 3 years. These records may be used in any subsequent arbitration proceedings.

Both Buyers and Sellers are required to participate in the dispute process in good faith. This means:

  • Responding to requests for information promptly
  • Submitting honest and accurate evidence
  • Not attempting to manipulate or game the dispute process
  • Accepting the process and its outcomes

Avebo reserves the right to modify this Dispute Policy at any time. Changes will be communicated via email or a prominent notice on the Platform. Your continued use of the Platform after changes are posted constitutes acceptance.

For dispute-related questions, contact us at:

Email: support@avebo.shop

Website: avebo.shop

*Avebo — avebo.shop*