Transaction & Dispute Policy

This Transaction & Dispute Policy (“Policy”) explains how transactions between users and businesses operate on Ducent and how Ducent handles transaction evidence, completion, disputes, and related reviews.

This Policy forms part of the Ducent Terms & Conditions and Community & Acceptable Use Policy.

By using Ducent’s transaction features, you agree to this Policy.

Ducent provides technology that allows users and businesses to establish and track transactions.

Unless explicitly stated otherwise, Ducent is not a party to the transaction between a user and a business.

The business remains responsible for providing the agreed product or service, and the user remains responsible for their obligations under the transaction.

Ducent’s transaction system is primarily intended to create a reliable record of interactions and provide information that can support trust and dispute resolution.

A user may initiate a transaction with a business through Ducent.

A transaction may include:

• The user
• The business
• The requested product or service
• Relevant transaction details
• The date the transaction was created
• The transaction status

Creating a transaction does not automatically mean that the business has accepted it.

A business may accept or reject a transaction request.

Once a business accepts a transaction, the parties may proceed with the agreed transaction.

Businesses should only accept transactions they reasonably intend to fulfill.

Users should only create transaction requests where they genuinely intend to engage with the business.

Ducent may use different transaction states to represent the lifecycle of a transaction.

These may include:

• Pending → Accepted → In Progress → Completed

A transaction may also enter states such as:

• Rejected → Cancelled → Disputed

The exact transaction states and available actions may change as Ducent’s transaction functionality develops.

A transaction may be marked as completed when the relevant obligations between the user and business have been fulfilled.

Where Ducent requires confirmation from one or both parties, the relevant party or parties may be required to confirm completion.

Users and businesses must not falsely mark transactions as completed.

Ducent may allow parties to provide evidence relating to a transaction.

Evidence may include information such as:

• Receipts
• Order information
• Delivery confirmation
• Relevant photographs
• Screenshots
• Other documentation relating to the transaction

Evidence must be genuine and relevant.

You must not submit:

• Forged documents
• Altered receipts
• Fabricated screenshots
• False delivery confirmations
• Evidence from an unrelated transaction
• Other deliberately misleading information

Submitting false evidence may result in account restrictions or termination.

Depending on the transaction’s status, a user or business may be able to cancel a transaction.

Cancellation may occur when:

• The parties mutually agree to cancel.
• The business cannot fulfill the transaction.
• The user no longer wishes to proceed.
• A transaction has remained inactive.
• Ducent restricts or cancels the transaction for safety or policy reasons.

The availability and effect of cancellation may depend on the transaction’s current state.

Either party may raise a dispute when they believe that a transaction has not been completed as expected.

Examples include:

• A product or service was not provided.
• A transaction was incorrectly marked as completed.
• The parties disagree about what was agreed.
• A party claims that transaction evidence is inaccurate.
• A business claims that a user did not fulfill their obligations.
• A user claims that a business did not fulfill its obligations.

Where possible, disputes should be raised through Ducent’s transaction interface.

When reviewing a dispute, Ducent may consider information available through the platform, including:

• Transaction details
• Transaction status history
• Evidence submitted by the parties
• Relevant communications
• Reviews and ratings
• Account information
• Business verification information
• Relevant platform activity
• Other information reasonably relevant to the dispute

Ducent may request additional information from either party where appropriate.

Depending on the circumstances, Ducent may:

• Close the dispute in favor of one party.
• Close the dispute without determining fault.
• Request additional information.
• Return the transaction to an earlier state where technically appropriate.
• Mark the transaction as disputed.
• Restrict further activity relating to the transaction.
• Remove fraudulent or misleading evidence.
• Take action against an account where policy violations are identified.

Ducent’s review of a dispute does not necessarily determine the legal rights or obligations of either party.

Ducent provides dispute tools to help parties document and manage disagreements.

However, Ducent cannot guarantee that:

• A dispute will be resolved.
• A party will receive compensation.
• A product or service will be recovered.
• Money will be recovered.
• Either party will agree with the outcome.

Where a dispute involves legal rights or obligations outside Ducent’s platform, the parties may need to pursue appropriate remedies independently.

Unless Ducent explicitly provides payment processing or refund functionality for a particular transaction, Ducent does not control payments made directly between users and businesses.

Refunds, returns, replacements, and payment disagreements are generally matters between the user and the business unless Ducent’s applicable transaction service expressly provides otherwise.

Where Ducent introduces payment or refund functionality, additional terms may apply.

Ducent may allow users to submit reviews or ratings following eligible transactions.

Reviews should reflect the user’s genuine experience.

Users must not use reviews to:

• Threaten businesses.
• Extort businesses.
• Publish deliberately false information.
• Manipulate ratings.
• Retaliate against a business for enforcing legitimate policies.
• Pressure a business into providing an outcome unrelated to the actual experience.

Businesses must not attempt to manipulate or suppress genuine reviews.

A dispute and a review serve different purposes.

A dispute is intended to address a disagreement relating to a transaction.

A review is intended to communicate a genuine experience with a business.

Opening a dispute does not automatically guarantee a favorable review outcome, and submitting a review does not determine the outcome of a dispute.

Transactions must represent genuine activity.

You must not create transactions solely to:

• Generate reviews.
• Increase transaction counts.
• Increase trust scores.
• Manipulate business rankings.
• Create artificial transaction history.
• Circumvent restrictions.
• Mislead other users.

Ducent may cancel, restrict, or investigate transactions that appear fraudulent or manipulated.

Ducent may use transaction activity as one of several signals in its trust systems.

For example, Ducent may consider:

• Completed transactions
• Disputed transactions
• Transaction acceptance
• Transaction evidence
• Reviews
• Returning customer activity
• Other relevant platform signals

Transaction history does not constitute a guarantee of future behavior.

Attempts to artificially improve transaction history may result in penalties under the Community & Acceptable Use Policy.

Businesses using Ducent are responsible for:

• Providing accurate information.
• Clearly describing products and services.
• Honoring legitimate transactions they accept.
• Communicating material changes to customers.
• Providing genuine transaction information.
• Responding appropriately to legitimate disputes.
• Complying with applicable laws.

Ducent does not guarantee that a business will fulfill these responsibilities.

Users are responsible for:

• Providing accurate transaction information.
• Creating genuine transaction requests.
• Meeting their agreed obligations.
• Providing truthful evidence.
• Communicating honestly with businesses.
• Raising disputes in good faith.
• Using Ducent’s transaction features responsibly.

Users should not create transactions they have no genuine intention of completing.

Ducent may establish time limits for certain transaction actions, including:

• Accepting transactions.
• Confirming completion.
• Submitting evidence.
• Raising disputes.
• Responding to disputes.
• Appealing dispute outcomes.

Where applicable, these time limits will be communicated through the Service.

Failure to take action within an applicable period may affect the available options.

The dispute system must not be used to harass, defraud, or pressure another party.

You must not:

• File knowingly false disputes.
• Repeatedly file disputes without legitimate grounds.
• Submit fraudulent evidence.
• Use disputes to obtain goods or services without payment.
• Use disputes to retaliate against another user.
• Coordinate fraudulent disputes.

Abuse of the dispute system may result in account restrictions or termination.

Ducent may use automated systems to assist with transaction and dispute-related trust and safety functions.

These systems may identify patterns associated with:

• Fraud
• Fake transactions
• Review manipulation
• Suspicious account activity
• Evidence manipulation
• Abuse of the dispute system

Automated systems may be used to flag activity for additional review or to apply appropriate platform safeguards.

Ducent is continuously developing its transaction and trust infrastructure.

We may introduce, modify, or remove transaction features, including:

• Transaction states
• Evidence requirements
• Dispute processes
• Review eligibility
• Trust signals
• Confirmation mechanisms
• Time limits

Where changes materially affect users’ rights or obligations, we may provide appropriate notice.

This Policy should be read together with:

• Ducent Terms & Conditions
• Ducent Privacy Policy
• Ducent Community & Acceptable Use Policy

If there is a conflict between this Policy and the Terms & Conditions, the Terms & Conditions will prevail unless expressly stated otherwise.

For questions concerning transactions or disputes, contact:

For privacy-related matters:

This Transaction & Dispute Policy is effective from August 31, 2026.

By using Ducent’s transaction features, you agree to this Policy.