MEXC P2P Appeal Handling Rules
Last Updated: 2023/04/25
This MEXC P2P Appeal Handling Rules (the 'Rules') form part and parcel of the MEXC P2P Service Agreement (the 'Service Agreement'). By subscribing to or using MEXC P2P, you acknowledge that you have read, understood and accepted all of the terms and conditions in these Rules and the Service Agreement, and you acknowledge and agree that you will be bound by and will comply with the terms contained herein.
All terms and references used in these Rules and which are defined and construed in the MEXC User Agreement (the “User Agreement”) or the Service Agreement, but are not defined or construed in these Rules, shall have the same meaning and construction in these Rules.
The Dispute Settlement Procedure is initiated when a user (i.e. either a Buyer or a Seller) submits an appeal to dispute an Order which they are a party to. During this process, MEXC's Customer Service Team ("MEXC CS") will intervene to resolve the dispute between users.
Overview of the Dispute Settlement Procedure
The Rules are as follows:
Appeals by the Buyer
- Seller does not release Digital Assets after payment is made by Buyer
a. | Seller refuses to release Digital Assets intentionally and makes a request to cancel the Order, including requesting that the Order not be executed according to the Advertisement. | MEXC CS will request the Buyer and Seller to provide relevant documentary evidence. Upon verification, the Seller will be compelled to release the Digital Assets to the Buyer. The Seller's access to MEXC P2P will be disabled for 7 days. |
b. | Seller fails to release the Digital Assets to the buyer in a timely manner or within a stipulated timeframe. | If Buyer has completed payment in real-time MEXC CS will contact the Seller and provide a timeframe for the Seller to release the Digital Assets to the Buyer. If the Seller does not release the Digital Assets to the Buyer within the stipulated timeframe, MEXC CS will request the Buyer and Seller to provide relevant documentary evidence and will take appropriate measures to resolve the matter on a case-by-case basis. If Buyer had utilised a non-instant payment method MEXC CS will contact Seller and request that the Seller releases the Digital Assets to the buyer within 7 days upon the confirmation of the Order. If payment is not received by Seller within the stipulated time, Seller shall contact MEXC CS promptly and submit the corresponding bank statement or other related supporting documentations as required by MEXC CS. If Seller does not contact MEXC CS, MEXC CS will request the Buyer and Seller to provide relevant documentary evidence and will take appropriate measures to resolve the matter on a case-by-case basis. |
c. | Buyer had, despite the Seller's request, left sensitive remarks that are contrary to the Seller's terms at any point of the transaction, and the Seller does not release the Digital Assets. | MEXC CS will inform the Seller to refund or to release the Digital Assets. Once Digital Assets are released by the Seller, Seller shall be solely responsible for any consequences arising as a result thereof, MEXC shall not be liable for any losses or damages arising therefrom. |
- Overpayment
a. | Overpayment by Buyer | The Seller may advise the Buyer to take appropriate actions or measures to make up for the part overpaid so that the Digital Assets released conforms with the sum of fiat currency paid. MEXC CS may also inform the Seller to make a full or partial refund to the Buyer within a given timeframe as determined by MEXC CS. If the Seller refuses or fails to make the refund within the given time, the Seller's access to the MEXC P2P will be disabled indefinitely and the Seller's remaining assets (if any) will be frozen pending resolution of the dispute. The precise duration will be judged on a case-by-case basis determined by MEXC CS in their absolute sole discretion. |
- Order cancelled after payment
a. | If the "Transfer Completed, Notify Seller" button was not clicked in time after payment had been made; or If the Order is cancelled by mistake. | The Seller may advise the Buyer to take appropriate actions or measures so that the Digital Assets released conforms with the sum of fiat currency paid. MEXC CS may also inform the Seller to make a full or partial refund to the Buyer within one working day after confirmation of receipt of payment. If the Seller refuses or fails to make the refund or advise the Buyer according to the foregoing sentences within the given time, the Seller's access to the MEXC P2P will be disabled indefinitely and the Seller's remaining assets (if any) will be frozen pending resolution of the dispute. The precise duration will be judged on a case-by-case basis determined by MEXC CS in their absolute sole discretion. |
- Out of the norm requirements
a. | Seller makes any out of the norm requirements (e.g. Requesting for social media accounts etc.) | Buyer may refuse to continue the transaction. The Order will be cancelled by MEXC CS. |
- No payment method provided by Seller
a. | Seller does not provide any payment methods | Advertiser: MEXC CS will seek out reasons for not providing any payment method and inform the User accordingly; User: MEXC CS will process the Order by taking measures according to the Seller's instructions, such as cancellation of Order, or contacting the User to obtain payment information. In either case, MEXC CS reserves the right to cancel the Order. |
- Offensive remarks and verbal attacks
a. | User used offensive language during the transaction. | The user who used offensive language during the transaction will have their access to MEXC P2P disabled indefinitely. The precise duration will be judged on a case-by-case basis determined by MEXC CS in their absolute sole discretion. |
- Fraudulent acts or behaviour during the transaction
a. | User committed fraudulent acts or behaviour during the transaction. | Users who have committed fraudulent acts or behaviour will have their access to MEXC P2P disabled permanently. All Advertisements published by the fraudulent user will be removed. If the fraudulent acts or behaviour herein mentioned causes or is likely to cause a party to suffer any losses or damages, MEXC CS has the right to freeze or take any other appropriate action on the perpetrator's assets to reduce the losses or damages suffered or is likely to be inflicted upon the wronged party. |
Appeals by the Seller
- Payment not received
a. | Buyer had used a non-instant payment method. | MEXC CS will request the Buyer to provide documentary evidence of the payment and set a 7-days time limit for completion of the payment. If the Buyer does not respond to MEXC CS or does not provide evidence of payment within the time specified to the Buyer, Buyer shall be deemed to not have made payment and the Digital Assets shall be refunded to the Seller with any handling fees to be borne by the Buyer. If the payment is not received by Seller within the stipulated time, Seller shall contact MEXC CS promptly and submit the corresponding bank statement or other related supporting documentations as required by MEXC CS. If Seller does not contact MEXC CS, MEXC CS will request the Buyer and Seller to provide relevant documentary evidence and will take appropriate measures to resolve the matter on a case-by-case basis. |
- Underpayment by Buyer
a. | Buyer underpaid for the Order. | The Seller may advise the Buyer to take appropriate actions or measures to make up for the part underpaid so that the Digital Assets released conforms with the sum of fiat currency paid. MEXC CS may also inform the Buyer to make up for the part underpaid or vice versa so that the Digital Assets released conforms with the sum of fiat currency paid within a given timeframe as determined by MEXC CS. If either party refuses to undertake restitutional action within a given timeframe as determined by MEXC CS under its absolute sole discretion, the non-cooperative party's access to the MEXC P2P will be disabled indefinitely and his/her remaining assets will be frozen pending resolution of the dispute. The precise duration will be judged on a case-by-case basis determined by MEXC CS in their absolute sole discretion. |
- Multiple malicious cancellations
a. | An order is intentionally cancelled by the same user for no reason on multiple occasions. | MEXC CS will request the relevant user to provide documentary evidence of the transaction. Upon verification, the user who had maliciously and intentionally cancelled any Orders twice in a row for no reason will have their access to MEXC P2P disabled indefinitely. |
- Using a false identity
a. | Buyer used a false identity to make payment or complete the transaction. | MEXC CS will request the Seller to provide the relevant documentary evidence. Upon verification, the Buyer who had used a false identity to make the payment or complete a transaction for the first time will have access to MEXC P2P disabled for 7 days. Any identity verification shall be submitted to MEXC risk control team for review and update, in order to ensure that that user identity conforms to identification verification records on MEXC. If the Buyer had used a false identity to make payment or complete a transaction on two or more consecutive occasions, the Buyer's access to MEXC P2P will be disabled indefinitely. |
- Seller's account becomes restricted (e.g. frozen) after receiving payment from Buyer
a. | Seller's account becomes restricted after receiving payment from Buyer. | The Buyer's access to MEXC P2P will be disabled and the Buyer will not be allowed to withdraw Digital Assets until and unless the Seller's account becomes unrestricted or upon Buyer and Seller's mutual agreement. Within a given timeframe of 72 hours, the Seller is required to prove that the restriction placed on his account is directly caused by the Buyer. The Buyer shall cooperate and assist with the necessary documentation to facilitate the release of the restriction placed on the Seller's Account. If the Buyer does not cooperate, the Buyer's access to MEXC P2P will be disabled permanently, along with a restriction to withdraw Digital Assets . |
- Offensive remarks and verbal attacks
a. | User used offensive language during the transaction. | The user who used offensive language during the transaction will have their access to MEXC P2P disabled for 7 days. |
- Fraudulent acts or behaviour during the transaction
a. | User committed fraudulent acts or behaviour during the transaction. | Users who have committed fraudulent acts or behaviour will have their access to MEXC P2P disabled permanently. All Advertisements published by the fraudulent Advertiser will be removed. If the fraudulent acts or behaviour herein mentioned causes or is likely to cause a party to suffer any losses or damages, MEXC CS has the right to freeze or take any other appropriate action on the perpetrator's assets to reduce the losses or damages suffered or is likely to be inflicted upon the wronged party. |
Disclaimers
- MEXC is not responsible for any losses in assets resulting from a user's failure to follow instructions from MEXC within the stipulated timeframe.
- MEXC is not responsible for any losses in assets resulting from any trades made privately outside of MEXC P2P. All P2P transactions should be conducted through MEXC P2P, and neither MEXC nor Merchant will conduct transactions with users privately.
General Terms
- MEXC retains the rights to final interpretation and application of the terms and conditions prescribed under these Rules and the operations thereof.
- MEXC reserves the right to change these Rules from time to time for any reason. Access to MEXC P2P is subject to these Rules, the Service Agreement, and the Legal Documents, as they are amended from time to time and published on MEXC's website.
- These Rules have been drafted in English. Although translations in other languages of this document may be available, such translations may not be up to date or complete. Accordingly, you agree that in the event of any conflict between the English language version of this document and any other translations thereof, the English language version of this document shall prevail.