Relistery← Back to Marketplace

Dispute Resolution Procedure

Last Updated: August 31, 2026

Controller: Relistery Pty Ltd (ACN: 700 810 126)
Contact: contact@relistery.com
Governing Law: New South Wales, Australia

1. Introduction and Purpose

This Dispute Resolution Procedure outlines the process for resolving conflicts that may arise between users of the Relistery Service (“Service”), or between users and Relistery Pty Ltd (ACN: 700 810 126) (“we,” “us,” or “our”). We encourage you to try and cooperate with the other user to make a genuine attempt to resolve disputes directly. Our goal is to provide a fair, efficient, and transparent mechanism for addressing disputes while maintaining a safe and trustworthy marketplace. Accordingly, you acknowledge and agree that Relistery may, in its absolute discretion, share your information with other parties involved in the dispute.

By using the Service, you agree to resolve any disputes in accordance with this procedure, which is incorporated by reference into our Terms and Conditions.

2. Scope

This procedure applies to disputes arising from:

  • Transactions conducted through the Service (payment, delivery, item condition)
  • Escrow-related issues with our payment partners
  • Allegations of intellectual property infringement
  • Account suspensions or terminations
  • Violations of our Community Guidelines or Posting Policies
  • Any other conflicts related to your use of the Service

3. Step-by-Step Resolution Process

We encourage users to resolve disputes through the following sequential steps:

Step 1: Direct Negotiation

  • The parties involved should first attempt to resolve the dispute directly
  • Communication should be respectful, factual, and focused on reaching a mutually acceptable solution
  • All relevant details, evidence, and proposed resolutions should be shared during this phase
  • Parties are encouraged to complete direct negotiation within 7 calendar days, but may proceed to Step 2 earlier if negotiation is unproductive or at an impasse

Step 2: Platform Dispute Resolution

  • If direct negotiation fails, either party may refer the dispute to Relistery by contacting contact@relistery.com
  • Relistery may elect to assist users resolve disputes. We are not obliged to assist or involve ourselves in any dispute between users, although we may do so to improve the user experience
  • If Relistery elects to assist, our disputes team will investigate the matter, gather additional information from both parties if needed, and facilitate discussions
  • You must cooperate with any investigation undertaken by Relistery
  • Relistery reserves the right to make a final determination (acting reasonably) based on the information supplied by the users and, where applicable, direct the Payment Provider to release, hold, or refund funds accordingly
  • Disputed funds are held by our escrow partner (Escrow.com) in accordance with their terms and our escrow arrangements until the dispute is resolved
  • We will use reasonable efforts to resolve platform disputes in a timely manner, though resolution time will depend on case complexity
  • You may raise your dispute with the other user or Relistery’s determination in an applicable court or tribunal if you remain unsatisfied

Step 3: Escalation to External Bodies

If platform dispute resolution does not resolve the matter, or if Relistery elects not to assist, parties may escalate to:

a) NSW Fair Trading — For consumer disputes under the Australian Consumer Law (accepts complaints against traders operating in NSW)
    Website: www.fairtrading.nsw.gov.au
    Phone: 13 32 20 (within NSW)

b) Australian Financial Complaints Authority (AFCA) — For financial services disputes
    Website: www.afca.org.au
    Phone: 1800 931 678 (within Australia)

c) Australian Competition and Consumer Commission (ACCC) — For potential breaches of the Competition and Consumer Act 2010
    Website: www.accc.gov.au
    Phone: 1300 302 502

d) Office of the Australian Information Commissioner (OAIC) — For privacy-related complaints
    Website: www.oaic.gov.au
    Phone: 1300 363 992 (within Australia)

Step 4: Legal Proceedings

As a last resort, parties may pursue legal action in the courts of New South Wales, Australia, in accordance with the governing law and jurisdiction specified in our Terms and Conditions.

4. Specific Procedures by Dispute Type

4.1 Transaction Disputes

For disputes related to item condition, collection, payment, or non-receipt:

  • Buyers should first attempt to resolve with sellers through direct negotiation
  • Evidence may include photographs, communications, collection records, shipping tracking, and expert assessments
  • Buyers and sellers are strongly encouraged to photograph the item at the moment of collection and again as soon as it arrives at its destination; such photographs are reliable evidence of item condition at handover
  • Sellers should provide proof of item condition at time of sale/collection and any relevant documentation
  • If referred to Relistery for platform dispute resolution under Step 2, we may consider:
    • Accuracy of listing description versus actual item received
    • Adherence to agreed-upon terms and timelines
    • Evidence provided by both parties (including collection/arrival photographs)
    • Applicable consumer protection laws
  • If Relistery elects to make a determination, we may direct the Payment Provider to release, hold, or refund funds accordingly
  • Relistery will hold any disputed funds in the Payment Account pending resolution

As a company registered in Australia, Relistery Pty Ltd is fully bound by the Australian Consumer Law. Consumers retain all rights under the ACL including guarantees of acceptable quality, fitness for purpose, and matching description.

4.2 Escrow-Related Disputes

For disputes specifically related to escrow transactions:

  • Follow the dispute resolution procedures of our escrow partner (currently Escrow.com)
  • Escrow funds will remain secured during the dispute resolution process
  • Relistery Pty Ltd will cooperate with escrow providers to facilitate resolution
  • Refer to Escrow.com’s terms of service for their specific dispute process

4.3 Intellectual Property Claims

For allegations of copyright, trademark, or other IP infringement:

  • Submit a formal notice to contact@relistery.com including:
    • Your contact information
    • Description of the allegedly infringing material
    • Location of the material on our Service (URLs, listing IDs)
    • Statement of good faith belief that use is not authorized
    • Statement that information in notice is accurate
    • Your physical or electronic signature
  • We will review claims in accordance with applicable law and may remove or disable access to claimed material
  • We provide a counter-notice process for users who believe material was removed in error

4.4 Account Suspension Appeals

To appeal an account suspension or termination:

  • Contact contact@relistery.com within 14 days of notification
  • Provide your account information and reasons why you believe the action was incorrect
  • Include any evidence supporting your position
  • We will review your appeal and respond as soon as reasonably practicable
  • Decisions on appeals are final and binding

5. Timeframes

PhaseTimeframe
Direct NegotiationParties are encouraged to initiate direct negotiation promptly and complete it within a reasonable timeframe
Platform Dispute ResolutionMay be referred at any time if direct negotiation is unsuccessful
External EscalationSubject to the timeframes of the respective external bodies
Legal ProceedingsSubject to applicable statutes of limitations

6. Contact Information

For dispute resolution inquiries:

Relistery Pty Ltd (ACN: 700 810 126)
Attn: Dispute Resolution Team
Email: contact@relistery.com

For intellectual property claims:

Email: contact@relistery.com

For account suspension appeals:

Email: contact@relistery.com

7. Confidentiality

All information shared during the dispute resolution process will be treated confidentially and used solely for the purpose of resolving the dispute, except as required by law or to enforce our Terms and Conditions.

8. Enforcement of Outcomes

Parties agree to comply with any mutually agreed resolution reached through direct negotiation. If Relistery elects to make a determination under Step 2, we may direct the Payment Provider to release, hold, or refund funds in accordance with that determination. Nothing in this procedure limits your right to pursue the dispute in an applicable court or tribunal, regardless of any platform determination.

9. Governing Law and Jurisdiction

This Dispute Resolution Procedure shall be governed by and construed in accordance with the laws of New South Wales, Australia. Any legal proceedings arising from or related to this procedure shall be brought exclusively in the courts of New South Wales, Australia.

10. Relation to Terms and Conditions

This Dispute Resolution Procedure is incorporated by reference into the Relistery Terms and Conditions. By using the Service, you agree to be bound by this procedure.

By using the Relistery Service, you acknowledge that you have read, understood, and agree to resolve disputes in accordance with this Dispute Resolution Procedure.

© 2026 Relistery Pty Ltd (ACN: 700 810 126). All rights reserved.