1. Scope of This Policy
This Dispute Resolution Policy applies to all disputes, complaints, or disagreements arising between you and ViViD Group Corporations (or any of its associated entities) in connection with:
- Services or products provided by us
- Billing, invoices, payments, or refund decisions
- Contractual obligations and service level agreements
- Data privacy and security concerns
- Any other matter governed by our Terms of Service
2. Informal Resolution (Step 1)
Before initiating any formal dispute process, we request that you first attempt to resolve the matter informally by contacting us directly. Most disputes can be resolved quickly through direct communication.
To initiate informal resolution, email us at contact@vividglobalcorp.web.app with:
- Your full name and account/invoice details
- A clear description of the dispute and the resolution you are seeking
- Any relevant supporting documentation
We will acknowledge your communication within 2 business days and endeavour to provide a substantive response within 7 business days.
3. Formal Escalation (Step 2)
If the informal resolution process does not produce a satisfactory outcome within 15 business days, you may escalate the matter to our senior management team by re-submitting your complaint with the subject line: "FORMAL ESCALATION — [Reference Number]"
Senior management will review the matter and provide a final internal decision within 15 business days of receiving the escalation. This decision is binding within our internal resolution framework.
4. Mediation (Step 3)
If internal escalation does not resolve the dispute, both parties agree to attempt mediation through a mutually agreed-upon mediator before initiating legal proceedings. Mediation costs shall be shared equally unless otherwise agreed.
Mediation sessions shall be conducted in English or Hindi in Mumbai, Maharashtra, or via secure video conference if both parties agree.
5. Arbitration
If mediation fails, the dispute shall be settled by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended). The seat of arbitration shall be Mumbai, Maharashtra. The arbitration shall be conducted by a sole arbitrator mutually appointed by both parties.
The decision of the arbitrator shall be final and binding on both parties. The costs of arbitration shall be allocated as determined by the arbitrator.
6. Governing Law
This Dispute Resolution Policy and any disputes arising from it shall be governed by the laws of India. Subject to the arbitration clause above, both parties submit to the exclusive jurisdiction of the courts of Maharashtra, India for any pre-arbitration relief or non-arbitrable matters.
7. Exclusions
This policy does not apply to:
- Matters requiring emergency injunctive relief to prevent immediate harm
- Intellectual property infringement claims
- Matters where statutory consumer protection remedies apply and cannot be contracted out of
8. Consumer Rights
Nothing in this policy limits your rights under the Consumer Protection Act 2019 or any other applicable consumer protection legislation. You retain the right to file a complaint with the National Consumer Helpline (NCH) or appropriate Consumer Forum regardless of this policy.
9. Contact Us
To initiate a dispute resolution process, contact us at: contact@vividglobalcorp.web.app. ViViD Group Corporations, Mumbai Region, Maharashtra — 401208, India.