Effective date: 13 December 2025
Version: 1.0
Website: https://cardlotz.com
Contact: https://cardlotz.com/contact-us
ABN: 32 894 804 453
Jurisdiction: Queensland, Australia
1. Purpose and Scope
This Dispute Resolution Process outlines how disputes arising in connection with the use of the Aussie Card Traders online marketplace (the “Platform”) are managed. This process applies to all users of the Platform, including buyers, sellers, and third‑party service providers, where disputes concern:
- Non‑delivery or late delivery of cards,
- Condition or authenticity disagreements,
- Non‑payment or refund disagreements,
- Account suspensions, and
- Other trade-related issues.
This process is governed by and interpreted under the laws of Queensland, Australia.
2. Definitions
“Dispute”: Any disagreement between a buyer and seller arising from a transaction conducted on the Platform.
“User”: A registered individual or business using the Platform.
“Response Period”: The maximum time allowed for a User to reply to a communication in the dispute process.
3. General Principles
- Good‑Faith Participation: All Users must participate in the dispute process honestly, fairly, and promptly.
- Confidentiality: Information shared in the dispute process is confidential and used solely for dispute resolution purposes.
- No Waiver of Rights: Participation in the process does not waive any statutory rights under Australian consumer law.
- Finality of Decision: Decisions made by Aussie Card Traders in accordance with this process are final and binding on all parties.
4. Pre‑Dispute Requirements
Before initiating a dispute with Aussie Card Traders, Users must:
- First attempt direct resolution between Buyer and Seller through the Platform’s messaging system.
- Provide documentary evidence (photos, tracking info, payment records, condition reports) where relevant.
Evidence must be retained until the dispute is fully resolved.
5. Dispute Submission
To raise a dispute with Aussie Card Traders Support:
- Log in to your account.
- Navigate to Help & Support > Report an Issue.
- Complete the dispute form, including:
- Order/Trade Reference Number
- Names of Buyer and Seller
- Detailed description of the issue
- Supporting evidence (attachments)
Acknowledgment of Receipt:
Aussie Card Traders will acknowledge receipt within two (2) business days.
6. Support Review and Decision
Within five (5) business days of acknowledgment, Support will:
- Review submissions from both parties.
- Request additional information or evidence if necessary (Response Period: seven (7) calendar days).
- Make a final and binding decision based on the evidence provided.
Important: Users must comply with the decision. Failure to respond or comply may result in enforcement actions including account suspension or withholding of funds.
7. Return and Refund Mechanics
If a resolution requires a return:
- The Seller must provide return instructions and tracking.
- Returns must be completed within fourteen (14) calendar days of agreement.
- Once return is confirmed, the Buyer is eligible for a refund per the agreed terms.
Refunds processed through the Platform are completed within five (5) business days after return confirmation.
8. Timeframes Summary
| Stage | Max Duration |
|---|---|
| Acknowledgment of Dispute | 2 business days |
| Support Review | 5 business days |
| Additional Information Response | 7 business days |
| Final Decision | 12 business days after evidence complete |
| Return Completion (if applicable) | 14 business days |
9. Non‑Compliance and Sanctions
If a User fails to comply with the Platform’s final decision:
- The Platform may impose sanctions including:
- Temporary or permanent account suspension
- Withholding of funds
- Trade restrictions
Evidence of systemic non‑compliance may also be reported to relevant authorities under Queensland law.
10. Legal Rights
Nothing in this Dispute Resolution Process limits a User’s statutory rights under:
- Australian Consumer Law (ACL)
- Queensland Civil and Administrative Tribunal (QCAT)
- Any other relevant statutory regime
Users may pursue external legal remedies after the Platform’s decision has been issued, if desired.
11. Modification and Communication
Aussie Card Traders reserves the right to modify this process. Updated versions will be published on the Platform and take effect 30 days after posting, unless otherwise required by law.
12. Contact Channels
Contact Us: https://cardlotz.com/contact-us
Reporting: https://cardlotz.com/report-an-issue