Last updated: February 2026
IMPORTANT: Xolaxis Ltd is not an arbitration institution. In-Platform dispute resolution is a facilitation service. Enforcement of panel decisions operates by instructing the Licensed Custody Partner to release or return held funds. Xolaxis is not a party to disputes between Orderers and Executors and does not guarantee any particular outcome.
These Dispute and Arbitration Rules govern in-Platform disputes between Orderers and Executors and are incorporated into the Terms of Use and Payments and Custody Partner Terms. These Rules govern only in-Platform outcomes (release/return decisions as instructed to the Licensed Custody Partner). They do not prevent a party from seeking external legal remedies unless a binding arbitration clause is separately adopted.
An Orderer or Executor may open a dispute within 48 hours after the Executor's submission event or any release-triggering event. Opening a dispute pauses all pending release instructions to the Licensed Custody Partner. If funds have already been released on-chain, in-Platform enforcement may be limited to an evidentiary record only. Only one active dispute may be open per deal at a time.
Parties must submit evidence relevant to the deal terms, which may include: itemized receipts, photos and videos, timestamps, delivery confirmations, communication logs, and agreed acceptance criteria. All evidence must be submitted through the Platform. Any evidence obtained, shared, or discussed outside the Platform (including private messages, external chats, emails, or other channels) is not considered valid evidence and will not be reviewed. If a party relies primarily on off-Platform evidence, the dispute may be closed in favor of the other party at Xolaxis’ sole discretion.
Submitting falsified, manipulated, or misleading evidence is strictly prohibited and may result in immediate account termination, permanent restrictions, and reporting to relevant authorities where required or permitted by law. Where funds have already been released, no refund will be issued.
Support will attempt to resolve disputes through clarification, additional evidence requests, and proposed settlement options. Support triage response within 7 business days of dispute opening. Support may impose evidence submission deadlines (minimum 24-hour notice) and may close a dispute if a party fails to respond within the stated deadline.
If not resolved by support triage, disputes may be escalated to an independent arbitration panel of 2-3 external qualified reviewers (not Company employees or affiliates). The panel’s decision may be reviewed at most once, solely at the Company’s discretion and only if there is clear evidence of a material error or newly discovered evidence that could not reasonably have been provided earlier.
Panel members review deal terms and submitted evidence and issue a written decision for in-Platform enforcement. Panel composition is determined by the Company based on deal type, value, and complexity. Parties may object to a panel member for demonstrated conflict of interest within 24 hours of notification.
Decisions are based on: (a) written deal terms and defined scope; (b) quality and consistency of submitted evidence; (c) reasonableness of performance against deal criteria; (d) receipt verification for purchase-included deals. The panel may award: full release to the Executor; full return to the Orderer; or a partial split where supported by evidence and deal terms. Panel decisions are final within the Platform.
Target timelines: • Support triage decision: within 7 business days of dispute opening • Panel escalation decision: within 21 calendar days after complete evidence is received Timelines may be extended for complex cases, pending KYC/EDD verification, compliance holds, or legal requests. The Company will notify affected parties of material extensions.
Panel decisions are binding within the Platform. Following a final decision, the Company will promptly submit the decision and a corresponding release/return request to the Licensed Custody Partner. The actual execution of any release or return is performed by the Licensed Custody Partner under its own terms, policies, and applicable law, and may be subject to compliance checks, holds, or lawful restrictions. The Company does not control custody and does not guarantee execution outcomes, except to the extent required by applicable law. If funds have already been released on-chain prior to the decision, the panel decision serves as an evidentiary record. Recovery of already-released funds is not guaranteed and Xolaxis bears no liability for on-chain transactions already executed.
A dispute administration fee may apply to deter abuse. The fee, if applicable, will be displayed before a dispute is formally opened. The fee is refundable to the substantially prevailing party at the Company's discretion. High-value disputes may require an advance arbitration deposit to cover panel costs. The deposit amount will be specified at the time of escalation.
Repeated abusive disputes, bad-faith claims, fabricated evidence, manipulation, coercion, harassment, threats, extortion, off-Platform coordination, attempts to bypass Platform rules, chargeback-like behavior, and any other conduct undermining the integrity of the dispute process may result in one or more of the following actions, at the Company’s sole discretion and without prior notice where permitted by law: deal cancellation, deal closure in favor of the other party, refusal to process future transactions, immediate holds on funds, delayed releases pending review, mandatory enhanced verification (KYC/EDD), reduced limits, temporary or permanent feature restrictions, account suspension, permanent termination, forfeiture of any dispute-related fees (if applicable), and reporting to relevant authorities or the Licensed Custody Partner where required or permitted by law. The Platform may maintain internal risk scores based on dispute history, evidence quality, and behavioral signals.
These Rules operate under the governing law of the British Virgin Islands as defined in the Terms of Use. Nothing in these Rules limits rights that cannot be contractually waived under applicable law. Users retain the right to pursue external legal remedies, subject to any binding arbitration clause adopted in the Terms of Use.