Disputes & Resolutions Policy

1. Purpose & Scope 2. Definitions 3. Guiding Principles 4. Responsibilities (Creators & Buyers) 5. When to Open a Dispute 6. How to File a Dispute 7. Evidence Requirements 8. Review Process & Timelines 9. Possible Outcomes 10. Payment Processors, Chargebacks & Fees 11. License Status After Refunds/Chargebacks 12. Prohibited Conduct & Dispute Abuse 13. Appeals 14. Privacy & Data Handling 15. Policy Updates & Precedence 16. Governing Law & Venue 17. Contact

1) Purpose & Scope

This Dispute & Resolution Policy explains how issues are handled on Melanated Stock, including responsibilities for Creators (sellers) and Buyers, what counts as a valid dispute, how to file, how we review, and the outcomes we may apply. This policy covers disputes related to purchases, reservations, and digital deliveries on Melanated Stock.

2) Definitions

• Creator: A verified and approved creator (photographer, filmmaker, artist, model, agency) selling or listing content, courses, products, or services.
• Buyer: A customer purchasing assets, courses, products, or reservations.
• Asset: Digital file(s) such as photography, footage, presets, or templates.
• Reservation: A booking for shoots, mentoring, or services (e.g., via Reservation forms or ThrivePeer).
• License & Rights: The Creator’s terms that govern permitted use, restrictions, and any rights reserved.
• Payment Processors: PayPal and Stripe (including Stripe Connect for Creator automatic payouts).

3) Guiding Principles

• Creator-first clarity: Licenses and usage rules are set by the Creator on each listing.
• Buyer confidence: Listings must be accurate, deliver files that work, and disclose restrictions and release status.
• Direct resolution first: Creators handle first-line refunds and support; unresolved issues can be escalated through the platform and/or payment processors.
• Documented decisions: Evidence drives outcomes. Keep communications in-platform when possible.

4) Responsibilities

4.1 Creators (Sellers)

• Maintain an active payout method: PayPal and/or Stripe Connect (set up and maintained by the Creator).
• Complete KYC and required tax forms (e.g., W-9 for U.S. payees).
• Publish accurate listings: titles, descriptions, keywords, locations, and clearly stated License & Rights.
• Disclose model/property release status and mark Editorial-only when appropriate.
• Deliver working files that match the listing (specs, resolution, format).
• Provide first-line support and refunds where warranted; escalate issues you cannot resolve.
• Honor valid outcomes from PayPal and Stripe disputes/chargebacks.
• Comply with all applicable laws and third-party terms (venues, trademarks, etc.).

4.2 Buyers

• Review the listing’s License & Rights and release notes before purchase; contact the Creator if unclear.
• Use assets only within the granted rights; do not imply endorsement or violate restrictions.
• Keep copies of the listing, order confirmation, and any correspondence.
• For technical issues or “not as described,” contact the Creator first with details and evidence.
• If a payment dispute is filed with PayPal or Stripe, keep us and the Creator informed and respond to requests for evidence.

5) When to Open a Dispute

• Technical defect: Corrupt files, wrong format versus listing, missing files in a bundle.
• Not as described: Material mismatch between listing and delivered content.
• Unauthorized transaction: You did not authorize the purchase.
• License/rights ambiguity: Listing terms conflict or were changed post-purchase.
• Reservation/service issues: No-show or failure to deliver agreed service milestones.
• Misuse or infringement claims: Inappropriate or unlawful use of assets (may also involve DMCA/rights processes).

For DMCA copyright claims, please see our separate DMCA policy. This policy can address related transactional outcomes (refunds, license revocations) after a valid IP decision.

6) How to File a Dispute

1. Contact the Creator via the order or listing message tool with a clear summary and evidence (see Section 7).
2. If unresolved, escalate to the platform at contact@crownthrive.com with order ID, URLs, and your prior correspondence.
3. When appropriate (e.g., unauthorized transaction), you may also open a dispute with PayPal or Stripe following their procedures. External disputes may pause our internal review until the processor concludes.

7) Evidence Requirements

Buyers should provide:

• Order ID, listing URL, and date/time of purchase.
• Screenshots or screen recordings showing the problem (error messages, file properties, side-by-side comparisons).
• Copy of the listing’s License & Rights at the time of purchase.
• Correspondence with the Creator and any replies.

Creators should provide:

• Proof of delivery (file hashes, upload logs, timestamps).
• Original listing content, License & Rights text, and release confirmations.
• Any proposed remedies offered (replacement files, fixes, clarifications).

8) Review Process & Timelines

• We acknowledge escalations to contact@crownthrive.com as quickly as practicable.
• We may request additional evidence from either party and pause account actions until provided.
• Where a payment processor dispute is active, our internal process may wait for the processor decision. We will follow PayPal/Stripe outcomes where applicable.
• Complex IP or rights disputes may require additional time and, in some cases, third-party determinations.

9) Possible Outcomes

• No action (claim unsubstantiated or resolved by parties).
• Replacement/repair (correct files, updates, redelivery).
• Partial refund or full refund (as appropriate).
• Price adjustment or store credit (where offered by the Creator).
• License clarification or re-grant (Creator updates License & Rights to reflect the agreed use).
• Listing removal or account action for policy violations.

10) Payment Processors, Chargebacks & Fees

• Melanated Stock uses PayPal and Stripe for payments; Creators may enable Stripe Connect for automatic payouts.
• Creators keep 80%; platform keeps 20%. A 5% processing fee applies to payouts/withdrawals.
• In case of refunds/chargebacks, an Creator’s balance may be debited and processor-assessed fees may apply per the processor’s rules.
• Where processor outcomes conflict with a prior internal decision, the processor’s final decision generally controls the financial result.

11) License Status After Refunds/Chargebacks

If a refund or chargeback is granted, any license associated with that order is terminated. The Buyer must cease use and, where feasible, remove the asset from future distributions. Re-licensing requires a new purchase and Creator approval under then-current terms.

12) Prohibited Conduct & Dispute Abuse

• Filing false claims or withholding material facts.
• Harassment, threats, or discriminatory conduct.
• Circumventing the platform to avoid fees after engaging via listings.
• Using assets outside granted rights during or after a dispute.

Violations may result in listing removal, account limits, or closure.

13) Appeals

If you believe an outcome was reached in error, reply to the decision email with “Appeal” in the subject and provide new or overlooked evidence. We will review the appeal; however, processor decisions (PayPal/Stripe) may be final under their rules.

14) Privacy & Data Handling

Dispute materials may contain personal information. We handle such data consistent with our Privacy Policy and only share what is necessary to resolve the dispute or comply with law and processor requirements.

15) Policy Updates & Precedence

• We may update this policy; material changes will be posted with a new effective date.
• In case of conflict: (a) applicable law and payment processor rules; (b) the Creator’s License & Rights on the listing at time of purchase; (c) Melanated Stock Terms & Conditions; (d) this Dispute & Resolution Policy.

16) Governing Law & Venue

This policy is governed by the laws of the Commonwealth of Virginia, USA. Venue for disputes not otherwise controlled by a payment processor or required arbitration will be the courts located in Virginia.

17) Contact

For questions or to escalate a dispute, contact: contact@crownthrive.com
CrownThrive, LLC — Headquarters: Gretna, Virginia, United States