Dispute Resolution Policy

1. Mandatory Internal Resolution First

Before initiating any formal legal proceedings, you must first submit a detailed written complaint via our Contact Page. Include: your full name, account email, nature of the dispute, timeline of events, and the resolution you seek. ViViD Global Services will acknowledge receipt within 5 business days and endeavor to respond within 15 business days. This internal resolution step is mandatory and non-waivable.

2. Binding Arbitration

If the internal resolution process does not result in a satisfactory outcome within 30 days, both parties agree to resolve all disputes exclusively through binding arbitration under the Arbitration and Conciliation Act, 1996 of India. The arbitration will be conducted by a sole arbitrator appointed by mutual agreement, or if no agreement is reached, by the relevant authority as per the Act.

The seat and venue of arbitration shall be Uttar Pradesh, India. The language of arbitration shall be English. The arbitral award shall be final, binding, and enforceable in any court of competent jurisdiction.

3. No Class Actions

You expressly waive any right to participate in or bring a class action, collective action, consolidated action, or representative action against ViViD Global Services. All disputes must be brought in your individual capacity only. Any attempt to bypass this waiver shall render the entire dispute void from the perspective of ViViD Global Services.

4. Governing Law & Jurisdiction

These Terms, and all disputes arising from them, are exclusively governed by the laws of India. Subject to the mandatory arbitration clause above, the courts of Uttar Pradesh, India shall have exclusive jurisdiction for any matter not subject to arbitration. You irrevocably submit to the personal jurisdiction of these courts.

5. Limitation Period

Any claim or cause of action arising out of or relating to your use of ViViDly must be brought within 12 months of the date on which the claim arose, regardless of any statute of limitations that may otherwise apply. Failure to bring a claim within this period results in permanent waiver of the right to pursue that claim.

6. Costs & Legal Fees

If ViViD Global Services is the prevailing party in any arbitration or legal proceeding, you agree to pay all reasonable legal fees, arbitration costs, and associated expenses incurred by ViViD Global Services. If you are the prevailing party, ViViD Global Services' liability for your legal fees shall not exceed the aggregate amount you paid for the Services in the preceding 6 months.

7. Entity Protection

Legal action, disputes, or claims may only be brought against ViViD Global Services as the parent contracting entity. Individual developers, contractors, sub-studios (ViViD App Studio / ViViD Code Studio), directors, or employees cannot be named individually in any action related to the use of ViViDly services.