1 Overview
IsYourTraderReal.com, operated by Trading Integrity Bureau (a project of Signal Core s.r.o.), is committed to resolving all disputes in a fair, transparent, and timely manner. This Dispute Resolution Process outlines the formal procedures available to traders, users, and other parties who wish to challenge a verification outcome, report content, platform decision, or any other matter arising from the use of our services.
We encourage all parties to engage constructively at each stage. Most disputes are resolved during the first two stages without the need for external intervention.
2 What Qualifies as a Valid Dispute
A valid dispute may be filed regarding any of the following matters:
- Verification Outcomes: You believe your trader or group verification result is inaccurate, incomplete, or based on incorrect information.
- Report Content: Published content about you or your organisation contains factual errors, outdated information, or unverified claims.
- Platform Decisions: Actions taken by the platform — such as account suspension, content removal, or badge revocation — that you believe are unjustified.
- Data Accuracy: Personal or business data displayed on the platform is incorrect and you have evidence to support a correction.
- Intellectual Property: Your copyrighted material or trademarks have been used without proper authorisation (see also our Copyright & DMCA page).
- Privacy Concerns: You believe your data has been processed in a manner inconsistent with our Privacy Policy.
The following do not constitute valid disputes:
- General dissatisfaction with a negative verification outcome without specific factual objections.
- Requests to remove accurate, publicly available information that is reported in good faith.
- Disputes filed by third parties who are not directly affected by the matter in question.
- Repeat filings on the same matter that has already been resolved through this process.
3 Resolution Stages
Our dispute resolution process consists of four stages. Each stage must be completed before escalating to the next. We aim to resolve disputes at the earliest possible stage.
Stage 1 — Informal Resolution
The first step is to contact our disputes team directly by email. Most issues can be resolved quickly through open communication.
- Send an email to disputes@isyourtraderreal.com with a clear description of your concern.
- Include any relevant links, screenshots, or supporting information.
- Our team will acknowledge receipt within 2 business days.
- We aim to provide an initial response or resolution within 7 business days.
- If the issue is straightforward (e.g., a factual correction), it may be resolved immediately.
Stage 2 — Formal Complaint
If the informal resolution does not satisfy your concern, you may submit a formal written complaint with supporting documentation.
- Submit a formal complaint in writing to disputes@isyourtraderreal.com with the subject line: "Formal Complaint — [Your Name/Organisation]".
- Include all required documentation (see Section 4 below).
- Your complaint will be assigned to a senior investigator who was not involved in the original decision.
- The investigator will conduct a thorough review, which may include requesting additional evidence from both parties.
- A written decision with full reasoning will be provided within 14 business days.
Stage 3 — Mediation
If the formal complaint process does not result in a satisfactory resolution, either party may request mediation by an independent mediator.
- Mediation is conducted by an independent, qualified mediator agreed upon by both parties.
- If the parties cannot agree on a mediator, the Czech Chamber of Commerce shall appoint one.
- Mediation sessions may be conducted in person (in Prague, Czech Republic) or via video conference.
- Each party bears their own costs for mediation, unless otherwise agreed. The mediator's fees are split equally.
- Mediation is non-binding — either party may proceed to Stage 4 if mediation fails.
- The mediation process is expected to conclude within 30 business days from the date the mediator is appointed.
Stage 4 — External Arbitration
As a last resort, disputes that remain unresolved after mediation may be submitted to binding arbitration.
- Arbitration shall be administered by the Arbitration Court attached to the Czech Chamber of Commerce and the Agricultural Chamber of the Czech Republic.
- The arbitration shall be conducted in English, unless both parties agree to another language.
- The arbitral tribunal shall consist of a single arbitrator, unless the dispute exceeds EUR 100,000 in value, in which case three arbitrators shall be appointed.
- The seat of arbitration shall be Prague, Czech Republic. Hearings may be held remotely by mutual agreement.
- The arbitrator's decision shall be final and binding on both parties, with limited rights of appeal as permitted by Czech law.
- Each party shall bear its own legal costs. The arbitrator may allocate the costs of arbitration as they see fit in the final award.
- The arbitration process is expected to conclude within 60 business days from commencement.
4 Required Documentation
To ensure your dispute is processed efficiently, please include the following documentation with your formal complaint (Stage 2) or at any earlier stage where applicable:
- Full legal name and contact information (email, phone number, mailing address).
- Organisation name (if applicable) and your role within the organisation.
- Reference number — the URL or identification number of the verification report, content, or decision being disputed.
- Detailed description — a clear, factual statement of what you believe is incorrect or unjust, and why.
- Supporting evidence — documents, screenshots, records, certificates, or other materials that support your position. Evidence must be authentic and unaltered.
- Desired outcome — a clear statement of what resolution you are seeking (e.g., correction, removal, re-investigation).
- Previous correspondence — copies of any prior communications with our team regarding this matter.
- Declaration — a signed statement confirming that the information provided is accurate to the best of your knowledge.
Important: Incomplete submissions may delay the resolution process. We will contact you if additional documentation is required, but this may extend the timeline for each stage.
5 Timelines Summary
The following timelines represent our target resolution periods. Complex cases may require additional time, in which case we will notify you of any extensions in advance.
- Stage 1 — Informal Resolution: Acknowledgement within 2 business days; resolution within 7 business days.
- Stage 2 — Formal Complaint: Written decision within 14 business days of receiving a complete submission.
- Stage 3 — Mediation: Conclusion within 30 business days of mediator appointment.
- Stage 4 — External Arbitration: Award within 60 business days of arbitration commencement.
If at any stage we are unable to meet the stated timeline, we will provide you with a written explanation and a revised estimated completion date.
6 Good Faith & Confidentiality
All parties involved in the dispute resolution process are expected to act in good faith. This means:
- Providing truthful, accurate, and complete information.
- Engaging constructively and respectfully at every stage.
- Not using the dispute process to harass, intimidate, or unduly delay legitimate platform operations.
- Respecting the confidentiality of the process — details of ongoing disputes should not be publicly disclosed by either party until resolution is complete.
IsYourTraderReal reserves the right to dismiss disputes that are filed in bad faith, are frivolous, or are intended to abuse the dispute resolution process. Repeated bad-faith filings may result in restrictions on your ability to submit future disputes.
7 Governing Law
This Dispute Resolution Process is governed by and construed in accordance with the laws of the Czech Republic, without regard to its conflict of law principles. The courts of the Czech Republic shall have exclusive jurisdiction over any legal proceedings arising out of or relating to this process, subject to the arbitration provisions in Stage 4.
For disputes involving parties located in the European Union, nothing in this process shall affect your statutory rights under applicable EU consumer protection laws, including the right to bring proceedings in your country of residence.
8 Contact
For all dispute-related inquiries, complaints, and submissions, please contact:
Trading Integrity Bureau — Dispute Resolution
Signal Core s.r.o.
Rybna 716/24, Stare Mesto
110 00 Praha 1, Czech Republic
Email: disputes@isyourtraderreal.com
We are committed to resolving every dispute fairly and transparently. If you have questions about the process before filing, please do not hesitate to reach out.