Applicability:

This policy applies to:

• All registered clients of LightTranX Ltd using any of its service kits (NexOps, SynctruX, Netrion, Centrilux)

• Team members, collaborators, or subcontractors performing work under LightTranX contracts

• Partners, vendors, or agencies bound by NDAs or MoUs with LightTranX

• Users interacting via the digital platform (dashboard, booking, downloads)

Resolution Principles:

1. Dialogue First: All disputes must be approached with goodwill and the goal of mutual resolution.

2. Evidence-Based: Claims, disagreements, or grievances must be supported with proof (emails, logs, screenshots, activity history, etc.).

3. Internal Review: No legal actions or defamation attempts may be pursued before internal mediation is exhausted.

4. Confidentiality: All resolution proceedings are confidential and not to be disclosed externally.

Common Dispute Areas:

• Delayed kit access, onboarding errors, or missing features

• Disagreement on implementation scope, timelines, or plugin usage

• Billing disputes, refund issues, or duplicate charges

• Breach of service expectations or user misuse

• Content upload errors, platform downtime, or AWS delivery failures

• Violations of license usage or intellectual property restrictions

Step-by-Step Resolution Flow:

Step 1: Internal Reporting

• User/client submits issue via official support channels:

  • support@lighttranx.com

  • Or via “Report Issue” button inside the dashboard

• Issue should include:

  • Clear description

  • Date/time of issue

  • Proof or affected deliverable

  • Desired outcome (if any)

Step 2: Response & Assessment

• A LightTranX resolution officer will respond within 48 business hours

• Issue will be assessed for:

  • Severity

  • Whether it’s platform-related, client-misuse, or third-party

  • Whether it requires escalation

Step 3: Mediation Invitation (If Unresolved)

• If issue remains unresolved after 3 exchanges or 7 business days, the case enters Mediation Tier

• Both parties are invited to a virtual meeting via Zoom

• A neutral mediator from the LightTranX governance team will facilitate

Step 4: Outcome Documentation

• If resolution is reached, both parties will receive a Resolution Document by email summarizing:

  • Agreement terms

  • Deadlines (if applicable)

  • Additional deliverables, credits, or refunds (if any)

• This will be signed digitally (via PandaDoc or equivalent) and stored.

Step 5: Final Escalation (Optional)

• If mediation fails:

  • Parties may agree to pursue arbitration

  • Legal route is allowed only if this policy was fully followed in good faith

  • Any legal resolution must occur in England & Wales, under UK law

Channels of Communication:

• Support Desk: support@lighttranx.com

• Legal Queries: legal@lighttranx.com

• Escalations: escalation@lighttranx.com

Respectful Conduct Clause:

All parties are expected to maintain:

• Civil language

• Respect for staff time and effort

• No threats, defamation, or external negative campaigns while resolution is in process

Violation may lead to:

• Account suspension

• Legal counteraction

• Revocation of service access