1. Purpose & Scope
This Dispute Resolution Policy sets out the process for resolving disputes between you and ViViD App Studio arising from your use of ViViDly. We are committed to resolving disputes fairly, efficiently, and amicably.
This policy applies to disputes concerning: use of the Service, subscription billing, account suspension, privacy or data protection concerns, AI-generated content, and any alleged breach of our Terms of Service.
2. Step 1 — Informal Resolution (Mandatory)
How to initiate:
- Email: support@vividappstudio.com
- Subject: "Dispute — [Brief Description]"
- Include: Your account email, dispute details, relevant evidence (screenshots, transaction IDs), and your requested resolution
| Response Type | Timeline |
|---|---|
| Acknowledgment | Within 2 business days |
| Substantive response | Within 10 business days |
3. Step 2 — Escalation to Management
If unsatisfied with the initial response, escalate to our senior management team:
- Email: legal@vividappstudio.com
- Subject: "Escalated Dispute — [Brief Description]"
- Include your original dispute email, the response received, and why you find it unsatisfactory
Senior management will respond within 15 business days.
4. Step 3 — Mediation
If informal resolution and escalation fail, either party may propose mediation with a mutually agreed neutral mediator. Proceedings will be:
- Conducted in good faith by both parties
- Confidential and without prejudice to legal rights
- Held virtually by default (in-person by mutual agreement)
- Each party bears its own costs, splitting mediator fees equally
5. Step 4 — Binding Arbitration
If mediation fails, disputes shall be resolved by binding arbitration under the Arbitration and Conciliation Act, 1996 (India):
| Detail | Value |
|---|---|
| Arbitration seat | India |
| Governing law | Laws of India |
| Language | English |
| Number of arbitrators | 1 (sole arbitrator) |
| Award | Final and binding on both parties |
6. Class Action Waiver
YOU AGREE THAT YOU WILL ONLY BRING CLAIMS AGAINST VIVID APP STUDIO IN YOUR INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS ACTION, COLLECTIVE ACTION, OR REPRESENTATIVE PROCEEDING.
7. Time Limit for Claims
Any claim or dispute must be filed within 1 year from the date the cause of action arose. Claims not filed within this period are permanently barred.
8. Payment & Data Protection Disputes
Payment disputes: First contact us with your Razorpay transaction ID. If unresolved, raise a dispute through Razorpay's grievance mechanism or your bank.
Data privacy disputes: EU/UK users may lodge a complaint with their local Data Protection Authority (DPA). Indian users may approach the Data Protection Board of India under the DPDPA, 2023.