If informal resolution fails or you are not satisfied with the response, you may submit a formal written dispute.

Submission Process:

1. Send Written Notice to: legal@techsci.io
   Subject Line: "Formal Dispute - [Your Account Email]"
2. Include All Required Information:
   • Full legal name and contact information (address, phone, email)
   • Account email associated with your Afilo subscription
   • Detailed description of the dispute (include timeline of events)
   • All relevant documentation and evidence
   • Previous support ticket numbers from Step 1
   • Specific remedy or resolution you are seeking
   • Dollar amount in dispute (if applicable)
3. Acknowledgment: We will acknowledge receipt within 3 business days
4. Investigation: We will investigate and respond with a proposed resolution within 30 days

If formal escalation does not resolve the dispute, either party may request voluntary mediationbefore proceeding to arbitration.

Mediation Terms:

• Mediation Provider: American Arbitration Association (AAA) or JAMS
• Location: Conducted virtually via video conference or in Dover, Delaware
• Cost Sharing:
  • Each party bears their own legal fees and costs
  • Mediator fees split 50/50 between parties
• Timeline: Mediation must be completed within 60 days of request
• Non-Binding: Mediation is non-binding; either party may proceed to arbitration if unsuccessful
• Confidentiality: All mediation communications are confidential and inadmissible in arbitration

Notwithstanding the mandatory arbitration clause, either party may bring an individual action in small claims court if the claim qualifies under small claims court rules.

Small Claims Eligibility:

• Amount in Controversy: Must be within small claims court jurisdictional limits (typically $5,000-$10,000 depending on state)
• Jurisdiction: Small claims court in Sussex County, Delaware OR your county of residence
• Individual Claims Only: Must be individual claim, not class or representative action
• Appeal Rights: Either party may remove case to arbitration on appeal

Nothing in this Dispute Resolution Policy prevents either party from seeking injunctive or equitable reliefin court to protect:

• Intellectual Property Rights: Trademarks, copyrights, patents, trade secrets
• Confidential Information: Proprietary business information, customer data
• Unauthorized Access: Security breaches, hacking attempts
• Irreparable Harm: Situations where monetary damages are inadequate

Such actions may be brought in state or federal courts in Delaware or where the party seeking relief is located.

Chargeback Prevention:

Proper Billing Dispute Process:

1. Contact billing@techsci.io with:
   • Invoice number and transaction date
   • Description of disputed charge
   • Evidence of error (duplicate charge, incorrect amount, unauthorized transaction)
2. We will investigate within 5 business days
3. Legitimate billing errors corrected within 7 business days with refund issued
4. If dispute unresolved, follow Steps 1-4 of this Dispute Resolution Policy

For disputes related to data privacy, security, or your rights under our Privacy Policy:

• Data Deletion Requests: Contact privacy@techsci.io
• Data Breach Claims: Follow Security Incident Response procedures, then this Dispute Resolution Policy
• Data Accuracy: Request corrections via support@techsci.io
• HIPAA Violations: Contact hipaa@techsci.io immediately

We may update this Dispute Resolution Policy from time to time to reflect changes in law or our procedures.

Material changes will be notified via email to your account address with 30 days' notice.

Continued use of Afilo services after changes take effect constitutes acceptance of the updated policy.

Your opt-out right (for arbitration and class action waiver) applies to any material changes that expand our rights or limit yours. You have 30 days from notification to opt out of changes.