RESOLUTION POLICY
1. PURPOSE
This Complaint & Dispute Resolution Policy (“Policy”) establishes the procedure for submitting, reviewing, and resolving complaints and disputes related to the Infee Platform.
This Policy forms an integral part of the Master Terms of Use and related agreements.
2. SCOPE
This Policy applies to disputes involving:
- commission calculations,
- payout delays,
- account suspension,
- attribution decisions,
- compliance reviews,
- alleged policy violations.
This Policy does not govern disputes between Merchants and end customers or between Merchants and Influencers outside the Platform’s technical scope.
3. SUBMISSION OF COMPLAINT
Complaints must be submitted in writing to: [email protected] (or official contact address published on the Platform)
The complaint must include:
- account identification details,
- clear description of the issue,
- relevant transaction or campaign identifiers,
- supporting documentation where applicable.
Incomplete submissions may delay review.
4. REVIEW PROCEDURE
Upon receipt of a complete complaint:
1. Infee will acknowledge receipt.
2. The matter will be reviewed internally.
3. Additional information may be requested.
Infee aims to respond within fourteen (14) business days, although complex cases may require additional time.
5. ATTRIBUTION AND FRAUD DISPUTES
Where a dispute concerns tracking, attribution, or fraud detection:
- Infee’s system logs and technical data shall be considered primary evidence.
- Confidential fraud detection methodologies may not be disclosed in full to protect system integrity.
Infee’s determination following review shall be final unless mandatory law provides otherwise.
6. PAYMENT-RELATED DISPUTES
Where a dispute relates to unpaid commissions:
- the Merchant’s payment status will be verified,
- reserve periods and refund windows will be reviewed,
- compliance requirements (e.g., tax data, identity verification) will be assessed.
Payouts remain subject to the Commission & Payout Policy.
7. INTERNAL RESOLUTION REQUIREMENT
Users agree to attempt good-faith resolution through the internal complaint process before initiating legal proceedings.
8. GOVERNING LAW AND JURISDICTION
All disputes shall be governed by the laws of the Republic of Slovenia.
Unless otherwise required by law, disputes shall fall under the jurisdiction of the competent court in Ljubljana.
9. LIMITATION OF CLAIMS
Any claim arising from use of the Platform must be submitted within twelve (12) months from the date the user became aware of the issue.
Claims submitted after this period may be time-barred.
10. POLICY UPDATES
Infee may update this Policy as necessary.
Continued use of the Platform constitutes acceptance of updates.