⚖️ How Our Dispute Resolution Team Works

There are lots of users on the platform and disputes are inevitable. Therefore, similar to the principle of fair justice, we have to ensure a fair dispute settlement on the platform.

Hence, our Trust and Safety Team works closely with any complaint the platform receives. The platform aims at helping every user to receive fair treatment for their matter. However, a fair review does not mean that the dispute will be resolved in favor of a claimant. Conversely, the dispute shall be reviewed impartially and may even result in no action on behalf of the platform. The platform cannot guarantee any outcome of the dispute or any action taken towards someone.

On secondchancelove.online, we take every request made through our support team or abuse reporting feature seriously. Our Dispute Resolution Team carefully investigates and reviews each case to ensure a fair resolution.

Cases are opened when there is a clear violation of our Terms of Service or other platform policies. Situations or cases that occur outside of the platform cannot be used as grounds for investigation.

When investigating a case, we follow these principles:

• Users who file a complaint must provide us with evidence and arguments. Allegations without evidence cannot be considered in the review and investigation;
• Once a case is opened, both parties are given the opportunity to present their evidence and arguments. We impartially collect data from both the claimant and the respondent. While there is no limit to the submission of evidence, there may be a deadline for submission. Failure to meet the deadline may result in the platform refusing to accept further evidence;
• Our investigation isn't limited to the platform. We may conduct research outside of the platform to verify information about a case. Dispute Resolution Team will evaluate the admissibility of outside information. We may also consider private correspondence, but only if it has been voluntarily and lawfully provided to us;
• The results of the case investigation won't be communicated to the parties involved (or to a party if the case is against the platform). However, the decision on the investigation will be shared with the affected party(ies) in accordance with internal procedures.