Dispute Resolution Policy

1. Scope

1.1 This Dispute Resolution Policy (the "Policy") governs operational disputes about an Escrow on the Escrow Bunny platform (the "Platform" or "Service") — for example, disagreements about whether a Milestone's conditions have been met, whether a Release should occur, or whether a Refund is due.

1.2 This Policy does not govern legal disputes about the Terms of Service or the Standard Escrow Agreement themselves, which are governed by the governing-law and dispute-resolution provisions in those documents (Terms of Service Section 17; Standard Escrow Agreement Section 16). [Counsel to confirm the precise boundary and interaction between this operational process and the legal dispute-resolution framework, including whether completing this process is a precondition to, or independent of, any arbitration/court process.]

1.3 This Policy is incorporated by reference into the Terms of Service and the Standard Escrow Agreement. In the event of conflict, the [order of precedence in the Standard Escrow Agreement Section 1.4 / Terms of Service Section 1.3 controls — PLACEHOLDER pending counsel confirmation].

1.4 Capitalized terms not defined here have the meaning given in the Standard Escrow Agreement and the Terms of Service.

2. Definitions

• "Dispute" — a disagreement raised through the Platform about an Escrow, as described in Section 1.1.
• "Claimant" — the Party that opens a Dispute.
• "Respondent" — the other Party or Parties to the Dispute.
• "Dispute Evidence" — documents, messages, and materials submitted in connection with a Dispute.
• "Affected Scope" — the Milestone(s), amount(s), or Release(s) to which the Dispute relates. [Confirm whether disputes operate at the Escrow level or the Milestone level — see Section 6.]
• "Resolution" — the operational outcome of a Dispute (e.g., Release, partial Release, Refund, cancellation, or other configured outcome).
• "Reviewer" — the person or function within or designated by Escrow Bunny that handles a Dispute. [Confirm who performs review and their authority.]
• Other capitalized terms have the meaning given in the Standard Escrow Agreement and Terms of Service.

3. Escrow Bunny's Role in Disputes

3.1 Escrow Bunny administers the operational dispute process. [CRITICAL PLACEHOLDER — counsel to determine and state precisely the nature and limits of Escrow Bunny's role: whether Escrow Bunny (a) merely facilitates communication and applies the Escrow Parameters, (b) makes an operational determination binding on the handling of escrowed funds, or (c) some combination. This determination affects liability, the role characterization in the Terms of Service Section 3, and whether any determination is "binding" in any legal sense. Do not assert a binding-determination role until confirmed.]

3.2 Any operational decision by Escrow Bunny is an administrative determination about the handling of the Escrow under the Escrow Parameters and the Policies. It is not a legal judgment, arbitral award, or adjudication of the underlying commercial dispute, and does not preclude the Parties from pursuing legal remedies as permitted by the Terms of Service and applicable law. [Counsel to confirm this characterization and its enforceability.]

3.3 Escrow Bunny is not a party to the underlying transaction, is not an arbitrator or judge, and does not provide legal advice.

4. When a Dispute May Be Raised

4.1 A Party may raise a Dispute where there is a genuine disagreement about whether Milestone conditions are met, whether a Release or Refund should occur, or another matter within the Affected Scope.

4.2 Disputes must be raised in good faith. Abusive, fraudulent, or bad-faith Disputes may result in account action under the Terms of Service.

4.3 Time limits. A Dispute relating to a Milestone or Release must be raised [within a defined window — PLACEHOLDER; confirm whether there is a response/objection window before auto-approval and a deadline to raise a Dispute after a Milestone event]. [Counsel and product to confirm; this interacts with the approval model in the Standard Escrow Agreement Section 8.2.]

5. Effect of an Open Dispute (Freeze)

5.1 While a Dispute is open, release approval and fund Release for the Affected Scope are frozen until the Dispute is resolved under this Policy.

5.2 No Release of disputed amounts will occur during the freeze. [Confirm whether the freeze applies only to the disputed Milestone/amount or to the entire Escrow — see Section 6 and align with the Standard Escrow Agreement Section 8.3 and Buyer/Seller Escrow Instructions Section 7.]

5.3 The freeze, the Dispute, and all related events are recorded as immutable, hash-chained Audit Log events. Ledger entries remain immutable; any resulting Release, partial Release, Refund, or cancellation is recorded as a new immutable posting.

6. Dispute Granularity (Escrow-level vs. Milestone-level)

6.1 [PLACEHOLDER — confirm against the product specification whether Disputes and the associated freeze operate at the level of the entire Escrow or an individual Milestone/amount. The remainder of this Policy uses "Affected Scope" so it can be finalized either way once confirmed. Specification not available for this draft.]

7. Dispute Process

The following is an indicative process. Exact stages, time periods, and responsibilities must be confirmed against the product specification and by counsel.

Stage 1 — Raising the Dispute

7.1 The Claimant opens a Dispute through the Platform, identifies the Affected Scope, states the basis, and submits Dispute Evidence.

Stage 2 — Notice to Respondent

7.2 Escrow Bunny notifies the Respondent of the Dispute through the Platform and by electronic notice (per the Electronic Records and Signatures Consent). The freeze in Section 5 takes effect.

Stage 3 — Response

7.3 The Respondent may submit a response and Dispute Evidence within [response period — PLACEHOLDER]. Failure to respond may result in [default behavior — PLACEHOLDER; counsel/product to confirm, e.g., the Reviewer proceeds on available information].

Stage 4 — Direct Resolution (Encouraged)

7.4 The Parties are encouraged to resolve the Dispute directly through Platform messaging. If the Parties reach agreement, they may record a mutually agreed outcome (e.g., Release, partial Release, Refund, or cancellation), which is then processed and recorded.

Stage 5 — Review and Determination

7.5 If the Parties do not resolve the Dispute directly within [period — PLACEHOLDER], the Reviewer evaluates the Dispute against the Escrow Parameters, the submitted Dispute Evidence, and the Policies, and records an operational outcome within the limits of Section 3. The Reviewer may request additional information from either Party, and a Party's failure to provide it promptly may affect the outcome.

Stage 6 — Outcome and Recording

7.6 The Resolution is implemented (e.g., Release, partial Release, Refund, or cancellation per the Funds Release and Refund Authorization Policy) and recorded as immutable Ledger and Audit Log entries. The freeze is lifted only to the extent consistent with the Resolution.

8. Evidence and Information

8.1 Parties must submit truthful, accurate, and authorized Dispute Evidence. Submitting false or fabricated evidence is a breach of the Terms of Service and may result in account action and other consequences permitted by law.

8.2 Dispute Evidence and Dispute records are retained per the Data Retention and Deletion Policy and applicable law, and reside, in part, in immutable Audit Logs.

8.3 Escrow Bunny may decline to consider material that is unlawful, irrelevant, or submitted in bad faith. [Confirm evidentiary standard and Reviewer discretion with counsel.]

9. Appeals / Reconsideration

9.1 [PLACEHOLDER — confirm whether an internal appeal or reconsideration step exists for the operational outcome, who decides it, the deadline to request it, and whether new evidence is permitted. Distinguish this from any external legal remedy under the Terms of Service Section 17 / Standard Escrow Agreement Section 16. Counsel decision; product specification not available for this draft.]

9.2 Nothing in this Policy limits a Party's right to pursue legal remedies as permitted by the Terms of Service, the Standard Escrow Agreement, and applicable law, including any non-waivable consumer rights. [Counsel to confirm.]

10. Relationship to Legal Dispute Resolution

10.1 This Policy addresses the operational handling of the Escrow only. Legal disputes about the Terms of Service or the Standard Escrow Agreement are governed by the governing-law, venue, arbitration, class-action-waiver, and small-claims provisions in those documents.

10.2 [PLACEHOLDER — counsel to confirm: (a) whether using this operational process is a mandatory precondition to commencing arbitration/court proceedings; (b) any effect of this process on limitation periods; and (c) how an operational outcome interacts with a subsequent legal proceeding.]

11. Escrow Bunny Intervention During a Dispute

11.1 During a Dispute, Escrow Bunny may also freeze the Escrow, suspend or restrict an Account, request additional information, or decline/unwind service where required verification fails, a sanctions or Prohibited Transaction concern arises, legal process is received, or fraud or security risk is identified, as described in the Terms of Service and the Standard Escrow Agreement. [Counsel to confirm notice obligations and any restriction on disclosing the reason for an intervention.]

12. Fees in Disputes

12.1 Whether any fees apply to, or are affected by, a Dispute or its outcome is governed by [FEE TERMS — PLACEHOLDER; see Standard Escrow Agreement Section 13]. [Confirm whether dispute handling carries any fee and how Refund/cancellation affects fees.]

13. User Acknowledgements

By participating in an Escrow, each Party acknowledges and agrees that:

• This Policy governs operational disputes only and does not replace the legal dispute-resolution provisions in the Terms of Service or Standard Escrow Agreement.
• While a Dispute is open, release approval and fund Release for the Affected Scope are frozen.
• Any operational outcome is an administrative determination about handling the Escrow and is not a legal judgment or arbitral award.
• Dispute Evidence must be truthful and authorized, and Dispute records are retained and reside in part in immutable Audit Logs.
• Escrow Bunny may take additional protective action during a Dispute as described in the Terms of Service and Standard Escrow Agreement.
• Nothing in this Policy waives non-waivable legal rights.

Acceptance capture: Acceptance of this Policy follows from acceptance of the Terms of Service and Standard Escrow Agreement and is recorded by document type and exact version, with associated User, timestamp, IP address, and user agent.

14. Contact / Legal Notice

• Operating entity: [LEGAL ENTITY NAME — PLACEHOLDER]
• Registered address: [ADDRESS — PLACEHOLDER]
• Disputes channel: [DISPUTES EMAIL / PORTAL — PLACEHOLDER]
• Escrow support: [SUPPORT EMAIL — PLACEHOLDER]
• Legal notices: [LEGAL NOTICE EMAIL / POSTAL ADDRESS — PLACEHOLDER; see Support, Complaints, and Legal Notices Policy]

15. Change History