1. Introduction and Scope of the Policy

1.1 This Policy explains the mechanism adopted by Altifl.com (the “Platform” or “Altifl”) for receiving, reviewing, processing, and attempting to resolve complaints, claims, and objections relating to the use of the Platform, products, orders, payments, wallet, sellers, or services associated with the Platform, according to the nature of the matter and the parties involved.

1.2 The Platform is operated by MUBDIE LLC, a company formed and registered in the State of Wyoming, United States of America (the “Company”). The general contractual relationship between the user and the Company is governed by the Terms and Conditions, while specialized policies apply to the subjects governed by each respective policy.

1.3 This Policy applies to adult users and sellers who use the Platform. Minors may not independently create accounts, make purchases, or use the Platform’s commercial services, in accordance with the Child Safety and Minor Protection Policy.

1.4 This Policy does not create an independent right to a refund, compensation, cancellation, replacement, or withdrawal of funds. Rather, it establishes the procedure for handling complaints and disputes relating to such rights when those rights are provided under the applicable specialized policy, agreement, or applicable law.

2. Definition of a Complaint and Dispute

2.1 A “Complaint” means a formal notice submitted by a user or seller to the Platform expressing dissatisfaction with a product, order, service, transaction, procedure, or decision relating to the Platform, through which the user or seller requests that the matter be reviewed, corrected, or clarified.

2.2 A “Dispute” means any disagreement, claim, or difference in position between two or more parties concerning a right or obligation arising from the use of the Platform or from a purchase or sale transaction, product, service, or financial transaction.

2.3 A dispute may arise between the user and the Platform, between the user and the seller, or between the seller and the Platform, depending on the nature of the incident and the relevant contractual relationship.

2.4 Not every support inquiry or minor technical issue constitutes a legal dispute, and the Platform may handle such matters through its ordinary customer service procedures without applying the formal escalation stages.

3. Complaint Submission Channels

3.1 Users and sellers may submit complaints and inquiries through the official communication channels made available by the Platform. Users and sellers are encouraged to use the support channel associated with the relevant account or order to facilitate verification of the information. The use of internal complaint procedures is an available means of attempting to resolve the matter amicably and does not, unless expressly required otherwise by applicable law, constitute a prerequisite to exercising any right, claim, or legal remedy.

3.2 A complaint should include the account holder’s name, the associated contact method where applicable, the order or transaction number, wallet number, or any other relevant reference, a clear description of the issue, the date of the incident, and any documents or images necessary for verification.

3.3 The Platform may request additional reasonable information when the information provided is insufficient to verify the complaint, identify the transaction, or determine the parties involved.

3.4 Complaints must be submitted in good faith and with true and accurate information. The complaint system may not be used for threats, extortion, harassment, submission of misleading information, or repeated claims intended to disrupt the Platform’s operations.

3.5 The Platform may restrict or refuse to process reports that clearly constitute abuse of the complaint system, without prejudice to any legal rights that may not lawfully be restricted.

4. Basic Complaint Handling Process

4.1 The Platform seeks to handle complaints through a progressive process that begins with reviewing the information provided, followed by verifying the relevant records, communicating with the relevant party or parties when necessary, and then issuing an outcome or taking an appropriate action according to the nature of the matter.

4.2 The Platform may refer part of a complaint to the seller, service provider, payment provider, or any other party that has direct information or responsibility relating to the matter.

4.3 Referring a complaint to the seller or any third party does not mean that the Platform has relinquished its right to review the transaction or take any action available to it under its policies or agreements.

4.4 The time required to process a complaint varies depending on its complexity, the Platform’s need for information from other parties, the nature of the product or transaction, and any circumstances beyond the Platform’s reasonable control.

5. Complaints Relating to Sellers and Products

5.1 Altifl operates as a multi-vendor online marketplace that allows independent sellers to offer their products to buyers. Accordingly, the seller may be directly responsible for certain obligations relating to the product, description, fulfillment, warranty, or shipping, depending on the nature of the transaction.

5.2 When a complaint is made against a seller or product, the Platform may review the order data, communicate with the seller, and request the documents or information necessary to verify the incident.

5.3 The seller remains responsible for the obligations set forth in the Seller Agreement, the Product and Marketplace Compliance Policy, and applicable laws.

5.4 The Platform’s involvement in handling a complaint relating to a seller does not mean that the Platform has become the seller, manufacturer, or warrantor of the product, except to the extent required by law or expressly provided for in the transaction.

5.5 The Platform may take action against a seller or product when there are grounds warranting such action under the agreements, policies, and law, including restricting a listing, suspending an account, removing a product, or withholding amounts owed to the extent permitted.

6. Complaints Relating to Returns, Replacements, and Refunds

6.1 This Policy does not determine a product’s eligibility for return, replacement, or refund. Such matters are handled in accordance with the Returns and Replacements Policy and applicable law.

6.2 If a complaint concerns the rejection of a return request, a difference in the refund amount, a delay in processing a refund, or the method by which it is credited, the Platform will review the matter in accordance with the Returns and Replacements Policy, the Wallet Policy, and the Payment Policy, as applicable.

6.3 Submitting a complaint does not automatically create a right to a refund or require the Platform to pay compensation merely because a complaint has been submitted, unless such refund or compensation is due under the applicable policy or law.

7. Complaints Relating to the Wallet

7.1 Complaints relating to the wallet include, without limitation, objections concerning the wallet balance, the addition or deduction of funds, the use of the balance to purchase products, refunds, rewards, transfers, withdrawal requests, or any other activity recorded in the wallet.

7.2 Such complaints are reviewed in accordance with the Wallet Policy, as the specialized document governing the operation of the wallet, user balances, and transactions associated with them.

7.3 The Platform may request the transaction number, transaction details, or verification information necessary to determine the source of the balance, the reason for the deduction, or the party associated with the transaction.

7.4 Wallet balances are not necessarily funds that can be withdrawn or transferred to a bank account. The ability to use, transfer, or withdraw such balances is subject to the terms and restrictions specified in the Wallet Policy and applicable law.

7.5 When a dispute concerns the refund of an order value to the wallet, this Policy shall be read together with the Returns and Replacements Policy and the Wallet Policy, and none of them may be interpreted in a manner that conflicts with a mandatory legal right of a consumer.

8. Transfers and Withdrawal Requests

8.1 If a complaint concerns the transfer of a balance between users, a request for funds, or any other transfer function available through the wallet, it will be reviewed in accordance with the Wallet Policy and the applicable technical and security restrictions.

8.2 The Platform may suspend or review transfers or withdrawal requests when there are indications of an error, unauthorized activity, fraud, violation of policies, or legal or regulatory requirements.

8.3 If the functionality allows an eligible wallet balance to be withdrawn to a payment method or external account, a complaint relating to the withdrawal is subject to the eligibility, verification, limits, fees, and timelines set forth in the Wallet Policy and Payment Policy.

8.4 The Platform does not guarantee the execution of any withdrawal or transfer request if it is prohibited, ineligible, has not satisfied verification requirements, or is subject to legal or security restrictions preventing its execution.

9. Complaints Relating to Payments

9.1 Complaints relating to payments include, without limitation, failed transactions, discrepancies in amounts, payments not appearing, incorrect charges, unauthorized transactions, or issues relating to the payment method used.

9.2 Matters relating to payment methods are handled in accordance with the Payment Policy and the terms applicable to the order and transaction.

9.3 Certain transactions may require verification by the payment provider, financial institution, or external service provider. The Platform is not responsible for delays resulting from procedures or systems outside its reasonable control.

9.4 Users should not send their full card number, security code, password, or secret verification code through complaint channels.

9.5 The Platform may take temporary measures to protect an account or transaction when there are indications of fraud or unauthorized use, including suspending the transaction or requesting additional verification.

10. Complaints Relating to Cancellations

10.1 If a complaint concerns the cancellation of an order, rejection of a cancellation request, or the financial consequences arising from it, the matter will be reviewed in accordance with the Order Cancellation Policy and the terms applicable to the order.

10.2 Cancellation eligibility depends on the stage of order fulfillment, the nature of the product, the seller’s policy, any fees, commissions, or costs that have become due, and any applicable legal restrictions.

10.3 Submitting a complaint concerning cancellation does not automatically cancel the order or waive any fees or commissions due under the Cancellation Policy, agreement, or law.

10.4 Where a refund becomes due following cancellation, the amount will be processed in accordance with the Cancellation Policy, Returns and Replacements Policy, Payment Policy, or Wallet Policy, depending on the payment method and the nature of the amount due.

11. Complaints Relating to Shipping and Delivery

11.1 Complaints relating to delays, non-delivery, shipment damage, or discrepancies in tracking status are handled in accordance with the Shipping and Delivery Policy and the terms applicable to the order.

11.2 The Platform may request the tracking number, proof of delivery, photographs of damage, or any other information from the buyer, seller, or shipping provider to verify the incident.

11.3 The responsibility of the Platform, seller, or shipping company may vary depending on the nature of the service, the order arrangements, and applicable law.

12. Complaints Relating to Product Safety

12.1 Products reasonably believed to pose a risk to children or consumers should be reported as soon as possible, together with information that helps identify the product and transaction.

12.2 Such matters are handled in accordance with the Product and Marketplace Compliance Policy and the Child Safety and Minor Protection Policy, depending on the nature of the report.

12.3 The Platform may suspend or remove the product or take precautionary action against the seller when there are reasonable grounds warranting such action, without the precautionary action necessarily constituting a finding of legal liability.

13. Investigation and Verification

13.1 The Platform may review order, account, payment, wallet, shipping, correspondence, product, and transaction records to the extent necessary and permitted by law.

13.2 The Platform may communicate with the user, seller, payment provider, shipping company, or any relevant party to obtain the information necessary to verify the facts.

13.3 The Platform is not required to predetermine any particular outcome. The review may result in accepting the complaint, rejecting it, requesting additional information, referring it to another party, or taking partial action.

13.4 An investigation may be temporarily suspended if the complainant does not provide the necessary information or if the transaction is under review by a payment provider or a governmental, judicial, or regulatory authority.

14. Escalation and Reconsideration

14.4 The completion of internal support procedures, the failure to initiate them, or the failure to complete them does not prevent the user from exercising any right, claim, or remedy that may not be excluded or restricted under applicable law. The failure to submit an internal complaint or to reach a settlement through the Platform shall not be interpreted as a waiver of any mandatory legal right.

14.2 An escalation request should include the reason for the objection, the requested outcome, and any new information or documents that the user believes may affect the decision.

14.3 The Platform is not required to repeatedly reinvestigate a complaint if the complainant does not provide new information or reasons. The decision may be considered final within the internal support procedures without preventing any independent legal right.

14.4 The completion of internal support procedures does not prevent the user from exercising any right or remedy that may not be excluded under applicable law.

15. Disputes Between Users and Sellers

15.1 Where a dispute directly concerns the user’s relationship with an independent seller, the Platform may attempt to facilitate communication or an amicable settlement without necessarily becoming a party to the underlying relationship between the parties.

15.2 The seller remains responsible for its contractual and legal obligations under the Seller Agreement and applicable laws.

15.3 The Platform may take action against the seller or order where permitted by the agreement or policies, including restricting the account or product or withholding or settling amounts due to the extent permitted.

15.4 The Platform does not guarantee the success of an amicable settlement between the parties, and its attempt to mediate shall not be interpreted as a guarantee of either party’s rights.

16. Amicable Settlement

16.1 The Platform encourages the parties to attempt to resolve disputes amicably before resorting to formal or judicial proceedings whenever appropriate.

16.2 Entering into negotiations or amicable settlement procedures does not constitute a waiver of any right or claim unless the parties expressly agree to a binding settlement.

16.3 The results of a settlement may be documented in writing and shall be binding to the extent permitted by applicable laws and according to the terms of the settlement accepted by the parties.

17. Disputes Relating to Fraud and Unauthorized Transactions

17.1 The user must notify the Platform and the relevant payment provider or financial institution immediately upon discovering any unauthorized use of the account, payment method, or wallet, or any activity suspected of being fraudulent.

17.2 The Platform may take temporary measures to protect users and the Platform, including suspending the account, transaction, transfer, or withdrawal, or requesting additional verification.

17.3 Such measures do not prevent the user from exercising their rights with their bank, payment provider, or competent governmental or regulatory authorities where the user has a legal right to do so.

17.4 The Platform is not responsible for losses arising from the user’s failure to take reasonable security measures or from sharing login credentials or verification codes, to the extent permitted by law.

18. Complaints Relating to Privacy and Data

18.1 Complaints relating to the collection, use, or disclosure of personal data or data subject rights are handled in accordance with the Privacy Policy and applicable law.

18.2 The Platform may request reasonable verification information to confirm the identity of the requester before processing a request relating to personal data or account information.

18.3 Complaint procedures may not be used to obtain personal data belonging to another user or seller without a lawful basis or appropriate authorization.

19. Conduct and Abuse of the Complaint System

19.1 All communications relating to complaints must be conducted in a professional and respectful manner.

19.2 The use of threats, extortion, hate speech, insults, publication of personal information, or any unlawful means of pressure to obtain a particular outcome is prohibited.

19.3 The Platform may regulate or restrict communication channels when they are misused, including determining the method of communication or restricting repeated messages, without preventing the processing of legitimate complaints.

20. Record Retention

20.1 The Platform may retain records of complaints, correspondence, investigation results, and related decisions to the extent necessary to conduct business, verify transactions, protect rights, and comply with laws and regulatory obligations.

20.2 Information associated with complaints is processed in accordance with the Privacy Policy and applicable data protection requirements.

20.3 Internal records may be used for fraud prevention, service improvement, risk management, and the protection of the Company’s rights, to the extent permitted by law.

21. Formal Dispute Resolution

21.1 If a dispute cannot be resolved through support procedures or amicable settlement, or if the relevant party chooses not to use such procedures, dispute resolution procedures, jurisdiction, and applicable law shall be governed by the Terms and Conditions to the extent permitted by law. Exhaustion of internal complaint procedures is not required as a condition for exercising any right or remedy that may not lawfully be restricted.

21.2 This Policy does not establish an independent jurisdiction or alter the law or dispute resolution mechanism set forth in the Terms and Conditions.

21.3 Any mandatory rights or remedies granted to a consumer or any party under applicable law remain preserved to the extent that they may not be excluded or contractually restricted.

21.4 This Policy may not be interpreted as preventing any party from seeking protection or legal relief that may not be waived under applicable law.

22. Priority of Legal Documents

22.1 This Policy shall be read together with the other legal documents published on Altifl.com, particularly the Terms and Conditions, Privacy Policy, Seller Agreement, Wallet Policy, Payment Policy, Returns and Replacements Policy, Order Cancellation Policy, Shipping and Delivery Policy, Product and Marketplace Compliance Policy, and Child Safety and Minor Protection Policy.

22.2 Where there is a conflict between a general provision of this Policy and a specific provision in a specialized document concerning a particular subject, the specialized document shall govern that subject to the extent that its provision does not conflict with applicable law. The Terms and Conditions remain the primary reference for the general contractual framework, without prejudice to any protection, right, or remedy established by mandatory applicable law, including any consumer rights that may not be waived or contractually restricted.

22.3 The order of priority may not be interpreted in a manner that excludes a mandatory legal right or legal protection that may not be waived.

23. No Waiver of Legal Rights

23.1 No provision of this Policy may be interpreted as requiring the submission of an internal complaint, exhaustion of support procedures, or participation in an amicable settlement before exercising any right, claim, or remedy that may not be restricted or excluded under applicable law. Nor may any provision of this Policy be interpreted as a prior waiver by the user or the Company of any right or remedy that may not legally be waived.

23.2 If any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision shall apply to the extent of the conflict, and the remaining provisions shall remain effective to the extent permitted by law.

24. Policy Updates

24.1 The Company may update this Policy from time to time to reflect legal, regulatory, or operational developments, changes to the Platform’s services or payment and wallet systems, or online marketplace requirements.

24.2 The updated version becomes effective on the date it is published on this page unless a notice or updated version specifies a different date.

24.3 The user is responsible for periodically reviewing the published version. This does not affect any notice or consent that may be legally required for material changes.

25. Contact Regarding Complaints and Disputes

25.1 Users and sellers may submit complaints and inquiries relating to this Policy through the official communication channels available on Altifl.com.

25.2 When contacting the Platform regarding a specific transaction, users and sellers are encouraged to provide the order number, transaction number, wallet transaction number, or any other relevant reference to facilitate the review process.

25.3 Sensitive financial information, card details, passwords, or secret verification codes should not be sent through unofficial channels.