DISPUTE RESOLUTION POLICY

This Dispute Resolution Policy is a part of the contracts between Client and Company, which governs the resolution of any dispute, controversy, or claim, whether based on contract, tort, fraudulent misrepresentation, statute, regulation, constitution, common law, equity, or any other matter.

SUVYD B.V. is a company operating under hertzbetz.com website. Services are provided to account holder by SUVYD B.V., a company registered and established under the laws of Curacao, with registration number 164492 and registered address at Abraham Mendez Chumaceiro Boulevard 03, P.O. Box 4750, Curacao.

As used in the Dispute Resolution Policy, “SUVYD B.V.” and “Company”  refers to the company SUVYD B.V. including, without limitations, its owners, directors, investors, employees and other related persons. Depending upon the context, “SUVYD B.V.” may also refer to the services, products, website, content or other materials provided by SUVYD B.V.   

Capitalized terms not otherwise defined in this Dispute Resolution Policy have the meaning as defined in the Terms of Service.

1. General regulations

1. The site, its use and all rules, registrations, Terms of Service, all and any agreements and conditions related thereto are governed solely and exclusively by the laws of Curacao. 

2. The competent state court in Curacao will have exclusive jurisdiction in any matter arising from or related to this Dispute Resolution Policy. However, this shall not prevent Company from bringing any action in the court of any other jurisdiction for injunctive or similar relief. 

3. By "complaint" Company alludes to a complaint Client holds about any form of company's conduct in relation to Client`s dealings with Company and by "dispute" Company refers to either a complaint which is not resolved or a disagreement which is connected to the outcome of a gambling transaction on the Website or any services or products accessible through the Website.

4. Company reserves the right to save all communications with Client and any other person connected to Client`s complaints or disputes. If there is a dispute as to the contents of any such communication, reference will be made to such records and to Company`s transaction database which, in the absence of any adverse evidence, shall be decisive.

5. Client consents that any complaints or disputes are confidential whilst a decision is being sought and thereafter. Client agrees not to reveal the existence, nature or any part of any complaints or disputes to any third party. 

6. Any failure to abide by this secrecy obligation is considered to be a breach of the Terms and in such a case, Company reserves the right to discontinue looking for a resolution to Client`s complaint or dispute.

7. Nothing contained herein shall be construed to limit the Company’s right to prosecute You for any crimes or disorderly persons offenses committed by You in connection with Your use of the Services, the Software, or the Website(s).

2. Causes and procedure for filing a Client`s complaint

1. Any Client who has any concerns, questions or complaints regarding their Account, funds management, game play or any matter  should contact Company.  
   
2. Client can contact Support Team 24/7 if Client has any questions or require any assistance. To provide Client with the best service possible and fulfil Company`s own regulatory obligations, Company may monitor and record any chats, emails, telephone calls, or other communications between Client and Company.
   
3. If Client wishes to raise a complaint regarding Client`s experience with Company or the service Client have been provided, Client can do so via Company`s email. In order to resolve Client`s complaint as quickly as possible, provide with as much information as Client can, including Client`s username and email address, the full details of Client`s complaint, and the bet/transaction ID if Client is referencing a specific sports or casino bet.
   
4. If Client elects to contact via LiveChat, Support Team will immediately be available to message back-and-forth with Client in real time to rapidly resolve Client`s issue. If Client elects to contact via email, a Support Team will review Client`s inquiry and endeavour to respond within 72 hours.
   
5. If Support Team is not able to provide a solution themselves via LiveChat or email, they will escalate Client`s issue to a department manager. Should Client be unsatisfied with the initial response Client receive from a Support Team, Client may also elect to escalate issue to a department manager. The response provided by the department manager would then be viewed as Company`s final response.
   
   

3. Regulatory features

1. Client should understand and agree that, without prejudice to other rights and remedies, the Company’s records shall be the final authority in determining the terms and circumstances of Client`s use of the Services, the Website, and the Software.

2. In matters where Client feels Client`s Account may have been compromised or mishandled by another party, the Company will investigate the activity and may ask Client to cooperate in providing certain information to aid in the investigation. The results of this investigation will be shared with Client in the response to the complaint.

3. The Company may investigate or pursue complaints made by an individual against any other Client using the Website, the Software, or the Services and may take any appropriate action in connection therewith. The Company may, in its sole discretion, decide to take appropriate action against any person it suspects of engaging in any unlawful behavior or otherwise violating these Terms and Services, but it is under no obligation to do so.