This guide helps Imu Sau users resolve disputes arising from transactions, communication or breaches of rules in a clear, structured way. It applies to all users and supports fair, fast and safer dispute resolution.

1. General provisions

1.1. Imu Sau is a platform where users enter into transactions independently; the site does not intermediate and is not responsible for fulfilment of transactions.
1.2. This dispute resolution guide sets out a recommended process to help users resolve disagreements in a civil manner, in line with applicable law and shared norms of conduct.
1.3. Disputes may arise over:

• item quality;
• listing details not matching reality;
• misleading information;
• unfulfilled agreements;
• inappropriate communication;
• security or privacy breaches.

2. Users should first try to resolve disputes themselves

2.1. If a disagreement arises, first contact the other user politely and clearly via private message.
2.2. Clearly state:

• the problem;
• what you expect (a solution, explanation, compensation, exchange, etc.);
• provide evidence (photos, chat transcripts, descriptions).

2.3. Many disputes can be settled by mutual agreement.

3. How to collect evidence in a dispute

To document a problem, users should keep:

• listing photos and descriptions;
• message history;
• photos or video showing the item’s real condition;
• payment information (if applicable).

Imu Sau may ask for evidence when moderation is involved.

4. Steps in dispute resolution

4.1. Step 1 – friendly settlement

• Write to the other user politely.
• Explain the problem.
• Propose a solution: return, exchange, discount, clarification.

4.2. Step 2 – exchange of evidence

• Provide evidence of the item’s condition or the problem.
• Ask the other user to provide their evidence.
• Assess the information objectively.

4.3. Step 3 – look for compromise
Possible outcomes:

• partial compensation;
• return of the item and refund;
• replacement with another item;
• agreement to close the dispute without further action.

4.4. Step 4 – moderator involvement
If the dispute cannot be resolved:

• contact the Imu Sau team by email at info@imusau.lt;
• provide evidence and a clear description of the situation.

A moderator may:

• issue a warning;
• remove a listing;
• restrict an account;
• block an account in case of rule violations.

Imu Sau does not decide monetary disputes, because the platform is not an intermediary.

5. When a dispute may be referred to law enforcement

A dispute may be referred to law enforcement if:

• a user was defrauded;
• the item was stolen or of illegal origin;
• the item is dangerous or prohibited;
• a user receives threats or harassment.

We recommend keeping all communication and photos.

6. Common dispute situations and solutions

6.1. Item does not match the description

• ask for additional photos;
• negotiate partial compensation;
• if possible – return the item and get a refund.

6.2. Item damaged in transit

• check packaging and shipping documents;
• contact the courier for compensation;
• negotiate with the other user on a solution.

6.3. Item is late

• check shipment tracking;
• ask the seller to confirm dispatch.

6.4. Disrespectful communication

• stop the conversation;
• report the violation;
• a moderator may block the account.

7. How to submit a complaint to the Imu Sau team

To file a complaint, email info@imusau.lt and include:

• the nature of the dispute;
• the parties (name / account);
• evidence (photos, chats);
• what you expect from the situation.

We will respond within 3–7 business days.

8. Closing provisions

8.1. This guide is advisory and is intended to help resolve disputes in a civil manner.
8.2. For legal questions, users may contact consumer protection authorities or courts.
8.3. The guide may be updated and improved based on experience.

The Imu Sau team