Flame Angel Disputes Resolution Rules

This Flame Angel Pte. Ltd. (“Flame Angel”) Dispute Resolution Rules (“Dispute Resolution Rules”), including any additions or amendments to this Dispute Resolution Rules applies to you or the business you represent if you use www.flame-angel.com for services such as buying and selling products and services, and placing, accepting, managing and fulfilling orders (“Services”). This Dispute Resolution Rules describes the terms and conditions, contains limitations and gives various powers and authority to Flame Angel Pte. Ltd. (incorporated in Singapore with Company Reg. No.202145115H) when using www.flame-angel.com to conduct transactions. You agree to be bound by any additional rules and any amendment or modification to this Dispute Resolution Rules.  

1. Submitting a Dispute:

In case of a dispute, either or both parties of the dispute can elect to have their dispute arbitrated by Flame Angel. Flame Angel’s role is to take all necessary actions to resolve the dispute in an impartial manner.

A dispute can be submitted to Flame Angel within 14 days of the event giving rise to the dispute, otherwise Flame Angel shall have the right to refuse to accept the dispute. Flame Angel has the right to extend the time limit or not to set a time limit for accepting application for dispute resolution if, in Flame Angel’s reasonable opinion, there is a dispute involving suspected fraud (including but not limited to false shipment, serious quality deficiencies, a large quantity of inconsistent products, and other obvious malicious non-compliance or evasion of debts) or any other circumstances that Flame Angel considers necessary.

A party intending to submit a dispute shall send details of the dispute by email, including all supporting material, and pay arbitration fees of $100.

The supporting documents may include:

a) any contract(s) between the parties
b) records of communication
c) evidence which shows that the products are different from those as agreed (such as third party tests)
d) any other evidence.

All document(s) submitted shall be true, correct, complete and not misleading. If any party submits document(s) that is not true, correct, complete and or is misleading, Flame Angel will make determination against that party.

2. Dispute Resolution Process:

Upon receipt of the dispute, Flame Angel will notify the other party(s) to the dispute by email. Within 7 days of receiving the notification from Flame Angel, the other party(s) shall have the right to submit their response, with all supporting documents, and pay the arbitration fees.

After receiving the response from the other party(s), Flame Angel will review all the information submitted and make a decision within 7 days. The party which wins the dispute will be refunded their arbitration fee, less any transaction costs.

If the other party(s) fails to submit their response within 7 days, or pay the arbitration fees, the other party(s) will automatically lose the dispute and their account on Flame Angel may be temporarily suspended.

If the parties to the dispute resolve the dispute within 7 days of the other party receiving the notification from Flame Angel, and Flame Angel is informed by email, the case will be closed and 50% of the arbitration fees will be refunded to the party(s) that paid the fees.

If you are dissatisfied with Flame Angel’s determination and, except as otherwise stipulated under applicable law, you must apply to the Singapore International Arbitration Centre for arbitration and notify Flame Angel of such application within 20 calendar days after the date of receipt of Flame Angel’s determination. If each of Buyer and Seller in the dispute does not apply for arbitration within the above 20 calendar days, each of the Buyer and the Seller shall be deemed to have agreed that Flame Angel’s determination shall be final and binding on you. With a final determination, funds may be disposed according to such determination. Further, each of Buyer and Seller shall be deemed to have waived any claim against Flame Angel and agents.

3. Cancellation of Dispute:

A dispute can only be cancelled by the party that submitted a dispute.