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Dispute Resolution Policy

Dispute Resolution Policy

Shop Finger Lakes, LLC ("Company," "we," "our," or "us") is committed to promoting fair and efficient resolution of disputes between customers, sellers, and other users of our marketplace platform ("Service"). This Dispute Resolution Policy outlines the process for addressing and escalating disputes related to transactions on the platform.

1. Scope of Policy

This policy applies to disputes arising from transactions, services, or interactions conducted through the Shop Finger Lakes platform, including but not limited to:

  • Disputes between customers and sellers

  • Issues related to product quality, returns, or refunds

  • Claims of misrepresentation or non-delivery of goods

2. Initial Resolution

Customer-Seller Communication:
Customers should first attempt to resolve any dispute directly with the seller involved in the transaction. Most concerns can be addressed effectively through timely and respectful communication.

Seller Responsibilities:
Sellers are expected to respond promptly and professionally to all customer inquiries and work in good faith toward a resolution.

3. Escalation to Shop Finger Lakes

If a resolution cannot be reached through direct communication, either party may escalate the issue to Shop Finger Lakes for informal mediation.

How to Escalate:
Submit a dispute resolution request by contacting our support team at info@shopfingerlakes.com.

What to Include:
Please provide the order number, a description of the dispute, relevant communication history, and any supporting documentation (e.g., screenshots, receipts, photos).

4. Mediation Process

Case Review:
Our team will review the submitted information to understand the nature of the dispute and evaluate available evidence.

Facilitation:
We may assist in facilitating communication between the involved parties to clarify concerns and identify potential resolutions.

Non-Binding Recommendation:
Based on the available information, Shop Finger Lakes may offer a resolution recommendation. This recommendation is non-binding and offered solely to support a fair outcome. We do not enforce compliance with any party's decision.

5. Binding Arbitration

If informal mediation is unsuccessful, unresolved disputes may be resolved through binding arbitration as the exclusive remedy.

Arbitration Agreement:
By using our Service, You agree that any legal dispute arising from use of the platform that cannot be resolved informally will be settled exclusively through binding arbitration administered by the American Arbitration Association (AAA), in accordance with its rules.

Costs:
Each party will bear their own legal costs and will share the arbitration fees as determined by the AAA.

Venue:
Arbitration will be conducted in the State of New York, unless the parties mutually agree to a different location.

No Class Actions:
Disputes must be brought in an individual capacity and not as part of a class or representative proceeding.

6. Exclusions

This policy does not apply to:

  • Claims unrelated to platform transactions or services

  • Criminal activity, harassment, or legal violations, which should be reported to law enforcement or the appropriate regulatory authority

7. Governing Law

This policy, and any dispute arising under it, shall be governed by the laws of the State of New York, without regard to conflict of law provisions.

8. Policy Updates

We may revise this policy periodically. Material changes will be communicated via email or posted prominently on our website. Your continued use of the Service after updates constitutes acceptance of the revised policy.

9. Contact

For questions about this policy or to submit a dispute resolution request, please contact us at: info@shopfingerlakes.com.