If you seek to initiate the Dispute Resolution Program for a claim that is otherwise eligible for the Program, you will be required to do so by sending an email to our support team at [email protected] with all the relevant information of the case. After icustommadeit receives the communication, icustommadeit will determine whether the dispute is eligible for the Dispute Resolution Program.
If icustommadeit determines that a dispute is eligible for the Dispute Resolution Program, icustommadeit will contact the Creator to notify them that they will have up to 15 days to respond to your submission and any icustommadeit inquiries concerning the matter, and for the Creator to propose a resolution to you. Following icustommadeit's receipt of any response, you will have 15 days to accept or reject the proposed resolution. If you reject the proposed resolution, you will be required to make a counterproposal at the time of rejection. The Creator will have up to 15 days to respond to any counterproposal. At any point, icustommadeit may, in its discretion, contact you or the Creator for further information. If icustommadeit seeks further information, the party from whom information is sought will have up to 15 days to respond to icustommadeit's inquiry.
After no more than thirty (30) days from the later of the date icustommadeit receives all of the information it requests (or from the passage of 15 days without a response) and the date that a counterproposal is rejected, icustommadeit will issue a written determination of the merits of the dispute.
If the Creator's offer in response to a claim by you includes a full refund of the purchase price for the Project (including taxes and shipping or delivery costs), and that offer resolves the dispute, icustommadeit will transfer to you any Project Fee that has been paid once the same has been refunded by the Creator to icustommadeit.
In the event icustommadeit determines that the Creator failed to deliver the Project or delivered the Project in a form that was substantially different from what the Project Agreement required, you shall have the option, upon your having returned the Project to Creator (if applicable), either to receive a replacement Project that complies with the Project Agreement or proceed with icustommadeit's Trust and Safety Program provided all conditions of the same are adhered to.
You agree that prior to and during the pendency of a proceeding under the Dispute Resolution Program, you will not initiate any credit card, bank, or other charge backs concerning the Project.