Impartial Mediation and Binding Arbitration Procedures
As a registered non-profit administrative provider, Swissescrow holds no financial stake in the outcome of your transaction. In the event of a disagreement regarding the quality, delivery, or specifications of the exchanged assets or services, our sole mandate is to act as a neutral arbiter to protect the funds from fraud and ensure contractual obligations are strictly met.
If a Receiver officially rejects a delivery during the stipulated review period, or if a Sender claims the Receiver is wrongfully withholding authorization, either party may initiate a formal Dispute via the Secure Portal. Upon initiation, all transactional funds are immediately frozen in our secure custodial accounts. Absolutely no disbursements will occur until a formal resolution is reached.
Swissescrow provides complimentary in-house administrative mediation. Our assigned officers will meticulously review the original, legally binding transaction agreement signed by both parties, alongside all provided evidence (tracking numbers, delivery receipts, inspection reports, and communication logs). We will facilitate a structured, transparent negotiation phase lasting up to thirty (30) days to reach an amicable and fair settlement.
If internal mediation fails to resolve the dispute within the 30-day window, the matter will be escalated to formal, binding arbitration.
The dispute shall be submitted to the Swiss Chambers' Arbitration Institution (SCAI) in accordance with the Swiss Rules of International Arbitration. The seat of the arbitration shall be Zürich, Switzerland. The decision rendered by the arbitrator(s) shall be final, binding, and immediately enforceable. Swissescrow will disburse the frozen funds strictly in accordance with the arbitrator's final legal ruling.
If it is determined that a Receiver rightfully rejected physical goods, digital assets, or services due to misrepresentation or failure of delivery, the held funds will not be returned to the Sender until Swissescrow has independently verified that the disputed assets have been successfully and completely returned to the Sender's control, ensuring neither party is left at a loss.