Rules of Enforceable Agreements for Oath
User Dispute Resolution Rules (UDRR)
Created: January 12, 2025 7:51 AM
UDRR Effective Date: 01/23/2026
Policies
1. Purpose and Scope
These Rules govern user-to-user disputes arising from transactions recorded on Oath (“Transaction Disputes”). They also set governance standards for neutrals, confidentiality, and enforcement.
2. Definitions
- Case Portal: Oath’s dispute portal used for submissions, notices, evidence, and decisions.
- Community Neutral: A trained community moderator eligible to serve as an arbitrator under these Rules.
- ODRC: Oath Dispute Resolution Center — the administrative function that assigns neutrals and manages conflicts.
- Protocol: A category-specific procedure (e.g., Shipped Goods Protocol).
Arbitration Agreement
1. Agreement to Arbitrate User-to-User Disputes
When users enter a Platform-recorded transaction that designates arbitration under these Rules, each party agrees that any Transaction Dispute will be resolved by binding arbitration under these Rules and the applicable Protocol.
2. Evidence; Record; Standard of Proof
Messages and communications via Oath or Oath-enabled platforms are the primary evidence of agreement terms. However, external evidence is also permitted (e.g., carrier tracking, payment processor records).
- Standard of Proof: Preponderance of the evidence (more likely than not).
- Neutrals may discount manipulated evidence and may request authentication.
- All terms will be understood in the most straightforward way, without complicated arguments or legal meanings.
3. Arbitration Process (Procedure Type)
Unless the Protocol requires otherwise, disputes proceed in this order:
- Documents and evidence submission
- Optional short live hearing (max 60 minutes) if needed
- Decision
Arbitration hearings will follow the rules set by the moderation community and may be limited to:
- Document submissions only, or
- One hour of arbitration discussion, or
- A maximum of one full day for arbitration discussion.
4. Responsibility for Fees
Each party will pay their own costs to start the dispute.
Remedies (User-to-User): Neutrals may award only remedies tied to the transaction:
- Full or partial refund
- Return-for-refund workflow
- Allocation of shipping costs per Protocol
- Allocation/refund of dispute fees as stated in the Protocol/fee schedule
The winner of the arbitration may be able to recover the amount of money paid or payable for the item and the expenses associated with filing the dispute. No punitive damages. No attorneys’ fees unless required by mandatory law.
5. Remote Arbitration
All arbitration proceedings will occur remotely, whether through phone calls, document submissions, or video conferences.
6. Selection of Neutral (Community Arbitration)
- Default method: Random assignment from an eligible pool of Community Neutrals for the originating community.
- Eligibility requirements:
- Completed training and certification
- No material conflict (see Conflicts section below)
- Not involved in the transaction, listing, or prior moderation actions for that case
- Information Disclosed to Parties for Strike Decisions:
Upon assignment of the Neutral pool (or single proposed Neutral), each party will receive:
Disclosed | Not Disclosed |
Pseudonymous identifier (e.g., “Neutral #4821”) | Real name or identity |
Community membership(s) and tenure | Personal contact information |
Category experience (e.g., “electronics,” “collectibles,” “apparel”) | Case history with specific users |
Total cases decided (anonymized count) | Win/loss rates for claimants vs. respondents |
Training/certification tier (e.g., “Certified,” “Senior Neutral”) | Compensation details |
Any disclosed conflicts with either party | Internal performance reviews |
Average time-to-decision (anonymized) | ㅤ |
- Challenge Process:
- Peremptory strike: Each party gets one (1) strike—no reason required. Simply indicate “Strike” for that Neutral.
- For-cause challenges: Unlimited. Must state the basis (conflict, bias, prior involvement). ODRC rules on for-cause challenges using documented criteria within 3 business days.
- If all eligible Neutrals are struck or conflicted, ODRC may expand the pool to adjacent communities or escalate to a certified independent arbitrator (additional fee may apply).
- Alternatively, for a fee, a sworn independent arbitrator can be appointed in lieu of a Community Neutral.
7. Conflicts; Impartiality; Compensation
- Neutrals must disclose conflicts and recuse when required.
- Neutrals are compensated on a fixed schedule per case (or volunteer) that does not vary by outcome.
- Neutrals may not accept gifts, side payments, or off-platform contact.
8. Anonymity and Anti-Retaliation
- Parties will see the Neutral as a pseudonymous identifier (e.g., “Neutral #4821”).
- ODRC retains verified identity for conflict checks, audits, and legal compliance.
- Retaliation, harassment, or doxxing attempts result in sanctions, including suspension/termination.
9. Appeal Process
Either party may appeal within 14 calendar days on one of these grounds:
1. New evidence not reasonably available earlier
2. Clear procedural error that likely affected outcome
3. Demonstrated conflict or bias
Appeals are decided by an Appeals Neutral from a separate pool, assigned randomly. Appeals may affirm, modify, or remand. Appealing a community arbitrator decision will incur a fee payable to the Oath platform.
10. Limitation of Liability
Users will only be liable up to and including the total cost of the item or the amount of money that is in dispute, except for costs associated with filing an arbitration with the Oath platform.
11. Short Timelines for Dispute Resolution
All parties involved are required to adhere to short timelines for the resolution of disputes, facilitating a more efficient and speedy arbitration process. Extensions are available only for good cause (see Notice and Response Timelines in the Initiating Arbitration section).
12. Notification Timeline
Both parties agree to adhere to a specified timeline for notifications and responses during the arbitration process. Timely communication will help ensure a smooth and efficient arbitration. Failure to respond within stated deadlines may result in default proceedings (see Non-Participation rules below).
13. Confidentiality
All parties agree to keep the arbitration proceedings and related information confidential, preventing disclosure unless required by law.
14. Governing Law
This arbitration agreement shall be governed by the laws of the State of Texas.
15. Severability
If any part of this arbitration agreement is found to be unenforceable, the remaining parts will still be in effect.
16. User Conduct Expectations
All users are expected to conduct themselves respectfully, honestly, and in adherence to the rules during the arbitration process.
17. Bad Faith or Malicious Intent
If a user is found to have acted in bad faith or with malicious intent, this will be recorded on their profile for other potential participants and transactions to see.
18. Failure to Abide by the Decision
Failure to comply with the arbitrator’s decision may result in further action, potentially affecting the user’s ability to engage in future transactions or arbitration processes.
19. Enforcement; Court Proceedings
Awards are intended to be binding. A party may seek confirmation or enforcement in a court of competent jurisdiction as permitted by law. Awards may be enforceable in other countries depending on applicable treaties and local law (not guaranteed).
Administration (ODRC) and Independence
ODRC administers cases but does not decide merits. ODRC must follow the Independence & Governance Charter (below), including:
- Separation between business/revenue teams and dispute administration
- Written conflict rules and audit trails
- Compensation rules that do not depend on outcomes
Independence & Governance Charter
ODRC will operate under these binding governance rules:
- Structural separation: Dispute operations report to a compliance/legal function, not revenue/growth.
- Outcome-blind compensation: No pay tied to win rates, refunds, or user retention.
- Audit & metrics: Quarterly internal audit of conflicts, timeliness, reversal rates, and retaliation incidents.
- Public transparency (optional but recommended): Periodic anonymized reporting.
- Training & calibration: Ongoing training, written rubrics, and consistency review.
- Escalation firewall: Business stakeholders cannot direct outcomes; they may only submit evidence like any party.
Initiating Arbitration
1. Beginning a Complaint
To initiate a complaint against another party to a transaction, the complaining user must use the Case Portal on the Oath platform website. The portal can be accessed via oath.to, or email support@oath.to for more information. If you require any accommodations to access these dispute resolution services due to medical disability, please email support@oath.to.
2. Required Materials
Initiation of a complaint requires:
- Payment of the disclosed filing fee (if any)
- Your unique transaction identifier
- Your preferred method of contact
- A concise statement of claim and requested remedy
- A one-page explainer of the circumstances
- Supporting evidence (or explanation why not yet available)
- Any photos, attachments, or communications that occurred between you and the other party
3. Process and Timelines
The entire process will be conducted in a transparent manner, while protecting sensitive personal information from each other party to the extent possible. Non-deficient complaint and response submissions will be visible on the portal for each party’s full review throughout the arbitration proceedings.
3.1 Acknowledgment and Deficiencies
- You will receive an acknowledgment of your submission within 2 business days, along with notice of any deficiencies in your submission.
- Any deficiencies must be corrected within five (5) business days or your case will be closed and a new complaint must be submitted to revive the case.
3.2 Notice and Response Timelines
- Notice to Respondent: Within 2 business days after a complete filing.
- Response deadline: 14 calendar days after notice.
- Reply (optional): 7 calendar days after response.
- Extensions: The Neutral or ODRC may grant reasonable extensions for good cause (shipping delays, medical issues, travel, evidence access).
3.3 Non-Participation (No “Instant Loss”)
If a party fails to participate:
- ODRC sends at least two reminders (electronic).
- If still no response after 21 days from initial notice, the Neutral may issue a default decision based on the available record only if the filing party meets the burden of proof.
- Set-aside window: A defaulted party may request to reopen within 7 days of the decision by showing (a) good cause for non-response and (b) a potentially meritorious defense.
3.4 Community-Specific Resolution Options
If the transaction’s originating community has opted for document only dispute resolutions:
- The community arbitrator may request one additional set of written statements or attachments within another five (5) business days, after which parties will have five (5) business days to respond;
- The community arbitrator will have five (5) business days to issue a decision with their notes attached.
If the transaction’s originating community has opted for one-hour hearing dispute resolutions:
- The community arbitrator may request one additional set of written statements or attachments within another five (5) business days, after which parties will have five (5) business days to respond;
- The parties will then have ten (10) business days to schedule a hearing with the community arbitrator;
- The community arbitrator will have five (5) business days to issue a decision with their notes attached.
If the transaction’s originating community has opted for one-day hearing dispute resolutions:
- The community arbitrator may request one additional set of written statements or attachments within another five (5) business days, after which parties will have five (5) business days to respond;
- The parties will then have fifteen (15) business days to schedule a hearing with the community arbitrator;
- The community arbitrator will have ten (10) business days to issue a decision with their notes attached.
Company-to-User Disputes
Disputes between a user and Oath are governed by the Terms of Use arbitration section and are not decided by Community Neutrals unless both sides agree after the dispute arises in a written, explicit post-dispute agreement.
Summary of Key Timelines
Stage | Timeline |
Acknowledgment of filing | 2 business days |
Deficiency correction | 5 business days |
Notice to Respondent | 2 business days after complete filing |
Response deadline | 14 calendar days after notice |
Optional Reply | 7 calendar days after response |
Non-participation default | 21 days from initial notice |
Set-aside request (default) | 7 days from decision |
Appeal deadline | 14 calendar days from decision |
For-cause challenge ruling | 3 business days |
End of Document