Arbitration & Dispute Resolution Policy

SANMIRAA group

ARBITRATION &

DISPUTE RESOLUTION POLICY

ПОЛИТИКА АРБИТРАЖА И РАЗРЕШЕНИЯ СПОРОВ

Rules, Timelines & Procedures / Правила, сроки и процедура

Last updated / Последнее обновление: June 2026

sanmiraa.com | sanmiraa2026@gmail.com

ENGLISH VERSION

This Arbitration & Dispute Resolution Policy (“Policy”) sets out the rules, timelines, and procedures that govern the resolution of disputes between users of the Sanmiraa Platform (sanmiraa.com), operated by Sanmiraa Group. (“Sanmiraa”).

This Policy applies to all disputes arising from or in connection with orders, payments, deliveries, or the conduct of Parties on the Platform, including disputes between clients and designers, clients and suppliers, and disputes between any user and Sanmiraa.

By using the Platform, all users agree to resolve eligible disputes in accordance with this Policy before pursuing any external legal remedies in relation to Platform transactions.

1. Principles of Dispute Resolution

Sanmiraa’s dispute resolution system is built on the following principles:

Fairness: all Parties have an equal opportunity to present evidence and be heard.

Speed: disputes are resolved within defined timelines to minimise disruption to all Parties.

Neutrality: Sanmiraa’s Arbitration Team acts as an independent neutral party and does not favour any user over another.

Evidence-based: decisions are made solely on the basis of documented evidence submitted by the Parties, not on subjective assertions alone.

Finality: decisions are binding on both Parties in relation to escrowed funds, providing certainty and closure.

Good faith: Parties are expected to engage in the dispute process honestly and in good faith. Abuse of the system may result in account restrictions.

2. Eligible Disputes

The following types of disputes are eligible for resolution through Sanmiraa’s arbitration process:

2.1 Service Disputes (Design, Visualisation, Architecture)

Work not delivered by the agreed deadline, without a mutually agreed extension.

Delivered work materially different from the agreed project brief or scope.

Disagreement over whether revision requests fall within the agreed scope.

Allegations of plagiarism or use of unauthorised third-party materials in Deliverables.

Unreasonable withholding of delivery confirmation by the Client.

Designer or Freelancer alleging Client has used Deliverables before payment release.

2.2 Marketplace Disputes (Products)

Product received in damaged, defective, or significantly different condition from the listing.

Product not received within the stated delivery timeframe and no satisfactory resolution reached directly.

Supplier disputing a return or refund request they believe is unjustified.

2.3 Payment and Escrow Disputes

Disagreement over the amount due to be released from escrow.

Disputes arising from cancellations and the calculation of partial payments.

Disputes over commission deductions or wallet balances.

2.4 Conduct Disputes

Allegations of fraud, misrepresentation, or abuse of the Platform by another user.

Disputes arising from a user’s violation of Sanmiraa’s Terms of Use or Agreements.

Disputes that are out of scope for this Policy include: general complaints about Platform features or Sanmiraa’s business decisions; disputes where the relevant order has been confirmed and payment fully released from escrow; and disputes submitted more than 30 calendar days after the triggering event.

3. Pre-Dispute: Direct Resolution

Before raising a formal dispute, all Parties are required to attempt direct resolution:

Identify the issue clearly and communicate it to the other Party through the Platform’s messaging system.

Allow the other Party a reasonable opportunity to respond and propose a solution (minimum 48 hours, unless the matter is urgent).

If a resolution is agreed, confirm it in writing through the Platform. Sanmiraa will implement any agreed payment split or refund upon written confirmation from both Parties.

If no agreement is reached within 5 business days of the initial communication, either Party may proceed to raise a formal dispute.

Sanmiraa may offer optional informal mediation at any stage before a formal dispute is raised, to help the Parties reach a mutually acceptable outcome without commencing the formal arbitration process.

4. Dispute Submission Window

Disputes must be submitted within the following timeframes from the triggering event:

Service/Design Orders

Within 7 calendar days of the delivery notification date. If no delivery notification has been issued and the deadline has passed, within 7 days of the missed deadline.

Marketplace Products

Within 7 calendar days of the confirmed delivery date. For non-delivery, within 14 calendar days of the expected delivery date stated in the listing.

Payment & Escrow Issues

Within 14 calendar days of the transaction date giving rise to the dispute.

Conduct Issues

Within 30 calendar days of the incident giving rise to the dispute.

Disputes submitted outside these windows will not be eligible for escrow intervention. Sanmiraa may, at its sole discretion, accept late submissions in exceptional circumstances (e.g. force majeure or platform technical failure), but is not obligated to do so.

5. How to Submit a Formal Dispute

A formal dispute may be submitted through either of the following channels:

5.1 In-Platform Submission

Log in to your Sanmiraa account.

Navigate to the relevant Order in your order history.

Select “Raise a Dispute” from the Order options menu.

Complete the dispute form, including a clear description of the issue, the outcome you are requesting, and the evidence you are attaching.

Submit the form. You will receive an automatic confirmation that the dispute has been received.

5.2 Email Submission

If the in-platform submission is unavailable, disputes may be submitted by email to sanmiraa2026@gmail.com with the subject line:

“DISPUTE – [Order ID] – [Your Name]”

The email must include: your full name and registered email address, the Order ID, a clear description of the issue, the outcome requested, and all supporting evidence as attachments.

5.3 Required Evidence

The strength of your dispute depends on the quality of evidence provided. Relevant evidence includes:

The agreed project brief, scope of work, or listing description.

Screenshots or exports of all Platform communications between the Parties.

Files, drafts, or deliverables submitted through the Platform.

Proof of delivery or non-delivery (tracking information, courier receipts, photographs of received items).

Any written agreements or amendments to the original scope made through the Platform.

Timestamps of key events (order placement, delivery notification, payment confirmation).

Evidence submitted outside the Platform (e.g. WhatsApp screenshots, personal email exchanges) will be considered at Sanmiraa’s discretion but carries less weight than communications conducted through the Platform.

6. The Formal Arbitration Process

Once a formal dispute is submitted, the following process applies:

Stage 1 Acknowledgement

Sanmiraa’s Arbitration Team acknowledges receipt of the dispute and notifies both Parties. Timeline: within 2 business days of submission.

Stage 2 Escrow Hold

The escrowed funds relating to the disputed order are placed on hold (if not already). No funds will be released or returned until the dispute is resolved. Timeline: immediate upon acknowledgement.

Stage 3 Evidence Collection

Both Parties are invited to submit their evidence and written submissions to the Arbitration Team. Each Party has the right to see the other’s submissions and may provide a response. Timeline: 5 business days for initial submissions; 3 additional business days for responses.

Stage 4 Investigation

The Arbitration Team reviews all submitted evidence impartially. The Team may request additional information or clarification from either Party. Timeline: up to 7 business days.

Stage 5 Decision

The Arbitration Team issues a binding written decision, setting out the finding, the reasoning, and the specific payment outcome. Timeline: within 14 business days of the dispute submission date.

Stage 6 Implementation

Sanmiraa implements the decision by releasing or returning escrowed funds in accordance with the arbitration outcome. Timeline: within 2 business days of the decision.

The total standard arbitration timeline from submission to implementation is a maximum of 22 business days. Complex cases involving significant evidence volumes, multiple parties, or technical investigations may require additional time. Sanmiraa will notify the Parties of any extension and the reason for it.

7. Evidence Standards and Assessment

7.1 Admissible Evidence

The Arbitration Team will consider all evidence submitted through official channels. Evidence is assessed on the basis of:

Relevance: does the evidence directly relate to the disputed issue?

Authenticity: is the evidence credible and verifiable? Screenshots must be unaltered and show full context.

Completeness: does the evidence tell the full story, or is it selective? Partial evidence without context is given lower weight.

Timeliness: was the evidence created contemporaneously with the events it describes?

7.2 Evidence Hierarchy

The Arbitration Team applies the following hierarchy when weighing evidence:

Platform-generated records: order details, delivery timestamps, payment records, and system logs are the highest-weight evidence.

Platform communications: messages exchanged through the Platform’s messaging system.

Files and deliverables: work submitted through the Platform’s delivery system.

External communications: screenshots of emails or messaging apps, given lower weight due to potential for alteration.

Verbal representations and assertions: given the lowest weight without corroborating documentation.

7.3 Burden of Proof

The Party making the claim bears the initial burden of providing evidence sufficient to support it. Once a credible claim is established, the other Party bears the burden of providing evidence to refute it. Sanmiraa’s Arbitration Team will draw reasonable inferences from the available evidence where definitive proof is unavailable.

8. Possible Outcomes

The Arbitration Team may determine one of the following outcomes:

Scenario

Outcome

Condition

Client’s claim is not upheld

Full release to Designer/Supplier

Work delivered in accordance with agreed brief; Client’s objection is subjective or unsupported.

Designer/Supplier failed to deliver

Full refund to Client

No delivery by deadline; no mutually agreed extension; work not commenced.

Work materially differs from brief

Full refund to Client

Arbitration Team determines delivered work fundamentally deviates from agreed scope.

Work partially completed; mutual cancellation

Partial split

Funds divided proportionally based on documented work completed.

Plagiarism or IP violation confirmed

Full refund to Client

Designer submitted third-party work without authorisation.

Client withheld confirmation unreasonably

Full release to Designer/Supplier

Work meets brief; Client’s withholding is unsupported by evidence.

Marketplace: product defective/wrong

Full refund to Client

Product does not match listing or arrived damaged; Supplier cannot refute.

Dispute lacks sufficient evidence

Automatic release after review period

If neither Party provides sufficient evidence, escrow is released on the standard timeline.

9. Finality and Effect of Decisions

9.1 Binding Nature

The Arbitration Team’s decision is final and binding on both Parties in relation to the disposition of escrowed funds held on the Platform. Once a decision is issued, Sanmiraa will implement it within 2 business days. Neither Party may request a re-opening of the same dispute on the same facts.

9.2 Appeal

There is no automatic right of appeal against an arbitration decision. However, a Party may request a review if:

New and material evidence becomes available that was not reasonably accessible at the time of the original submission, and

The review request is submitted within 5 business days of the decision date.

Review requests must be submitted to sanmiraa2026@gmail.com with the subject line “REVIEW REQUEST – [Order ID]” and must clearly identify the new evidence and explain why it was not submitted originally. Sanmiraa will assess the review request and decide within 5 business days whether to reopen the case. The decision to reopen is at Sanmiraa’s sole discretion.

9.3 External Legal Remedies

The arbitration decision does not prevent either Party from pursuing independent legal remedies outside the Platform. However, Sanmiraa’s decision will be implemented regardless of any external legal proceedings unless Sanmiraa is served with a valid court order requiring it to act otherwise. Sanmiraa will cooperate with legal authorities as required by applicable law.

10. Conduct During the Dispute Process

During the arbitration process, all Parties must:

Engage honestly and in good faith with the Arbitration Team.

Submit complete and unaltered evidence. Submission of falsified, edited, or misleading evidence is a serious violation of these Terms and may result in an immediate adverse decision and account suspension.

Respond to requests for information from the Arbitration Team within the specified timeframes. Failure to respond may result in a decision being made based on available evidence without the non-responsive Party’s input.

Treat all Parties, including Sanmiraa staff, with respect. Abusive, threatening, or harassing communications during the dispute process will not be tolerated and may result in account restrictions.

Not attempt to contact the other Party outside the Platform in relation to the dispute once formal arbitration has commenced.

11. Abuse of the Dispute System

The dispute system exists to resolve genuine disagreements. Abuse of the system undermines the trust and safety of the Platform for all users.

The following actions constitute abuse of the dispute system:

Submitting disputes in bad faith to delay legitimate payments.

Raising multiple disputes against the same Party or order without new evidence or grounds.

Submitting fabricated or altered evidence.

Using the dispute process as leverage to extort concessions from the other Party.

Repeatedly raising vexatious or frivolous disputes.

Sanmiraa reserves the right to dismiss disputes that are manifestly abusive and to impose account restrictions, suspension, or permanent removal on users who abuse the dispute system. In cases of evidence tampering, Sanmiraa may report the matter to relevant law enforcement authorities.

12. Disputes Between Users and Sanmiraa

If a user has a dispute with Sanmiraa itself (e.g. regarding commission deductions, account suspension decisions, or Platform fee charges), the following process applies:

Submit the dispute in writing to sanmiraa2026@gmail.com with the subject line “SANMIRAA DISPUTE – [Account ID]”, clearly describing the issue and the resolution requested.

Sanmiraa will acknowledge the dispute within 3 business days and assign a resolution manager.

A written response and proposed resolution will be provided within 10 business days.

If the user is not satisfied with the proposed resolution, they may escalate the matter to Sanmiraa’s senior management by responding to the email thread within 5 business days. Senior management will review and respond within 10 additional business days.

If the matter is not resolved through this process, the user retains the right to pursue legal remedies in the relevant jurisdiction as specified in the applicable Platform agreement.

13. Confidentiality of Dispute Proceedings

All submissions, evidence, communications, and decisions in the arbitration process are confidential. Parties must not:

Publish or share arbitration submissions, evidence, or decisions publicly without Sanmiraa’s prior written consent.

Use information obtained during the dispute process for any purpose other than the resolution of the specific dispute.

Disclose the personal or commercial information of the other Party obtained through the dispute process.

Sanmiraa may use anonymised, aggregated data from dispute proceedings to improve its Platform policies and systems, in accordance with its Privacy Policy.

14. Quick Reference: Arbitration Timelines

Stage / Event

Action

Timeline

Dispute submitted

Acknowledgement sent to both Parties

Within 2 business days

Acknowledgement issued

Escrow hold confirmed

Immediate

Evidence collection opens

Initial submissions due from both Parties

Within 5 business days

Initial submissions received

Response period for both Parties

3 additional business days

Evidence collection closes

Arbitration Team investigation

Up to 7 business days

Investigation complete

Binding written decision issued

Within 14 business days of submission

Decision issued

Funds released or returned

Within 2 business days

Decision received

Appeal / review request window

Within 5 business days

Review request received

Sanmiraa decides whether to reopen

Within 5 business days

Approved refund (to original method)

Payment processing

5–10 business days

15. Amendments

Sanmiraa reserves the right to amend this Policy at any time. Updates will be published at sanmiraa.com with a revised effective date. Users will be notified of material changes by email or through a prominent Platform notice at least 14 days before the change takes effect. Continued use of the Platform following the effective date constitutes acceptance of the updated Policy.

16. Contact

All disputes, review requests, and enquiries relating to this Policy should be directed to:

Email: sanmiraa2026@gmail.com

Website: sanmiraa.com

Legal entity: Sanmiraa Group.