Cardex

Dispute Handling & Reporting Policy (Hong Kong)

Last updated: February 15, 2026

Applicable Region: Hong Kong SAR

Effective Date: 13 February 2026
Version: MVP v1.0

1. Principles

1.1 The Platform will, within a reasonable and practicable scope, endeavor to help maintain Platform safety and order, including handling reports, removing violating content, and restricting high-risk accounts.

1.2 At MVP stage, the Platform does not provide mediation, does not adjudicate who is right or wrong in a transaction, and does not intervene in funds. Buyers and sellers should communicate directly and decide how to handle disputes.

2. What You Can Report

2.1 You can report: counterfeit/infringement, suspected fraud, harassment/threats, defamation, prohibited items, malicious spam, impersonation, and off-platform diversion scams, etc.

3. How to Report and Evidence

3.1 You may submit via in-Platform reporting (if available) or email (cardex.hk@gmail.com):

  • (a) username/Shop name;
  • (b) listing link;
  • (c) chat screenshots;
  • (d) payment or logistics proofs (if applicable); and
  • (e) other evidence.

3.2 You must ensure submitted information is truthful. False reports or malicious defamation may result in legal action by the Company.

4. Actions the Platform May Take

4.1 The Platform may take actions including (without limitation):

  • (a) taking down/removing listings;
  • (b) restricting account features (e.g., listing, messaging, search);
  • (c) suspending or terminating accounts/Shops;
  • (d) revoking labels/badges/benefits;
  • (e) requesting additional information for risk assessment; and
  • (f) providing necessary information to law enforcement where permitted by law.

4.2 The Platform will handle matters within a reasonable and practicable scope based on risk principles, but does not guarantee any specific action, processing timeframe, or result notification. No response generally does not mean a matter has been accepted.

5. Appeals Mechanism

5.1 At MVP stage, the Platform may provide an appeal channel at its discretion, but is not obliged to do so.

5.2 If a formal appeal mechanism is introduced in the future, the Platform will publish the appeal process, timelines, and required information.

6. Legal Routes

6.1 If you suspect criminal conduct or major fraud, consider reporting to Hong Kong law enforcement and keep all evidence.

6.2 The Platform may cooperate with investigations where required by law or reasonably necessary.