Comilmart Dispute Resolution Policy

Last updated: August 7, 2026

§1. Introduction

This Dispute Resolution Policy outlines the procedures for resolving disputes that may arise between Buyers, Sellers, and the Comilmart platform. It is designed to ensure fairness, transparency, and efficiency in addressing conflicts.

§2. Scope

This policy applies to all Comilmart users — Buyers, Sellers, and administrators — and covers disputes related to transactions, product quality, delivery issues, refunds, and other matters arising from use of the platform.

§3. General Principles

• Fairness — all parties involved in a dispute are treated equitably.
• Confidentiality — information shared during the resolution process remains confidential.
• Timeliness — disputes are addressed promptly to minimize inconvenience.

§4. Dispute Resolution Process

Step 1 — Initial Communication

The aggrieved party should first attempt to resolve the issue directly with the other party through Comilmart's in-platform messaging (Buyer–Seller chat). If unresolved, the matter may be escalated to Comilmart's support team via live chat or a support ticket.

Step 2 — Mediation by Comilmart

Comilmart acts as a neutral mediator to facilitate discussion between the parties. Both parties may be asked to provide relevant evidence — transaction records, chat history, order details, and product images/photos of the issue. Comilmart reviews this evidence and proposes a resolution.

Step 3 — Arbitration

If mediation does not resolve the dispute, the matter may be referred to binding arbitration administered by the Qatar International Court and Dispute Resolution Centre (QICDRC), following its standard arbitration rules. Each party generally bears its own legal costs, with the arbitrator's own fees split equally between the parties unless the arbitrator directs otherwise. The arbitrator's decision is final and binding on all parties.

§5. Online Dispute Resolution (ODR)

Comilmart supports resolving disputes through electronic communication (chat, email, and platform tools) wherever possible, for convenience and efficiency, ahead of escalating to more formal steps.

§6. Governing Law

This policy is governed by the laws of the State of Qatar, without regard to conflict of law principles, except where mandatory local consumer protection law in a user's country of residence (including Nigeria and other African markets Comilmart serves) applies and cannot be waived, consistent with the Terms of Service, Section 19.

§7. Amendments

Comilmart reserves the right to amend this policy to reflect changes in law, regulation, or platform operations.

§8. Contact Information

For further assistance, please contact Comilmart's support team at contact@comilmart.com, or via live chat on the platform.