Arbitration Policy

Everything you need to know.

Initiation of Dispute

A dispute may rise about an open trade when:
A party transfers local currency but the escrow isn’t released; or
Local currency is only partly paid.
The contract of trade is between the seller and the buyer. Accordingly, the parties are first required to make maximum efforts to resolve the dispute between themselves.

If both parties have not resolved the dispute and have not agreed on an alternative dispute resolution process, either party may refer the dispute to Cryptolocally.

Disputed trades are reviewed and resolved by support staff only if the possible measures of the dispute fall into the following categories:

Releasing the escrow smart contract to the buyer
Refunding certain amount of tokens held in the escrow smart contract to the seller

Other types of disputes which include local currency transfer might not be fully resolved by Cryptolocally staff.


When you are involved in an trade it is important that you remain active and available from the time the trade is opened to the time that the trade is completed, canceled, or resolved. This means that you must be able to provide a response to a request by Cryptolocally staff in a disputed trade within 24 hours or you may be deemed as unresponsive and the dispute may be resolved against you.

Private Data Disclosure

In case of the filed dispute, the trade related data will be disclosed to Cryptolocally support staffs. The data includes but is not limited to the following:
Chat data between the buyer and the seller
Trade history of the buyer and the seller
Account information (email address, phone number)

Dispute review

During a dispute review Cryptolocally’s support may give you instructions that you are required to follow. The instructions may require you to provide the following:
proof of payment,
proof that you have or have not received payment (e.g. bank transaction history),
additional ID verification,
photo; audio; or video evidence, or any other documents deemed relevant by Cryptolocally.

Unless otherwise specified by Cryptolocally, these documents must be added to the disputed trade itself. Failure to follow the instructions may lead to the dispute being resolved against you.

Limited Liability

Cryptolocally reserves the right to refuse to resolve a dispute where Cryptolocally, in its sole discretion, considers that:
the issue is best resolved through other methods;
one or both parties have not provided all required or requested information;
the ownership of crypto is not clear from the information provided;
the contract between the parties is unlawful;
a party is acting unlawfully or fraudulently;
Cryptolocally has a legal obligation to do so; or
directing crypto to a party would cause Cryptolocally to breach any law.