Effective Date: 1 January 2024

We are committed to providing excellent service and addressing any concerns you may have. To ensure a fair and efficient resolution of disputes, we have established the following dispute resolution process.

1. Initial Resolution

• Contact Customer Support: If you have any concerns or issues, please contact our  team using the form below. Provide detailed information about your issue, including any relevant documentation or evidence.
• Acknowledgment: Our customer support team will acknowledge receipt of your complaint within 2 business days and will work to resolve your issue promptly.
• Resolution: Our goal is to resolve most issues at this stage. We will investigate your complaint and provide a response within 2 business days. If the issue requires more time to resolve, we will inform you of the expected timeframe.

2. Escalation

• Escalate the Issue: If you are not satisfied with the resolution provided by our customer support team, you may escalate the issue by contacting [Higher-Level Contact Person or Department] at [Contact Information]. Please include a detailed explanation of your complaint and why the initial resolution was unsatisfactory.
• Acknowledgment: The escalated complaint will be acknowledged within 3 business days, and a designated representative will be assigned to handle your case.
• Investigation and Response: The representative will conduct a thorough investigation of your complaint and will provide a response within 5 business days. If additional time is needed, you will be informed of the expected timeframe.

3. Mediation

• Request for Mediation: If the issue remains unresolved after the escalation process, you may request mediation. Mediation is a voluntary process where an independent third party helps both parties reach a mutually agreeable solution.
• Selection of Mediator: Both parties will agree on a neutral mediator. If we cannot agree on a mediator, we will request assistance from a recognised mediation service to appoint one.
• Mediation Process: The mediator will facilitate discussions between both parties to help resolve the dispute. All discussions during mediation are confidential and non-binding until a resolution is reached.
• Resolution: If an agreement is reached during mediation, the mediator will draft a settlement agreement for both parties to sign. This agreement will outline the terms of the resolution and will be legally binding.

4. Arbitration and Litigation

• Arbitration: If mediation does not result in a resolution, either party may request arbitration. Arbitration is a formal process where an independent arbitrator makes a binding decision on the dispute.
• Selection of Arbitrator: Both parties will agree on an arbitrator. If we cannot agree, we will request assistance from a recognised arbitration service to appoint one.
• Arbitration Process: The arbitrator will review the evidence and arguments presented by both parties and will issue a binding decision. The arbitrator’s decision is final and enforceable by law.
• Litigation: If arbitration is not pursued, or if the arbitration decision is not satisfactory, either party may choose to pursue legal action in court. Litigation should be considered a last resort.

5. Public Criticism and Confidentiality

• Non-Disparagement: During the dispute resolution process, both parties agree not to publicly criticise, disparage, or defame BRAWT Company, our products, or our services. We believe that resolving disputes in a respectful and confidential manner is in the best interest of all parties involved.
• Confidentiality: All communications and information exchanged during the dispute resolution process will be treated as confidential and will not be disclosed to third parties without the prior written consent of both parties.

By following this dispute resolution process, we aim to resolve any issues fairly and efficiently, ensuring satisfaction and maintaining the integrity of our services. For any questions or further assistance, please contact our team using the form below.