Complaints and Disputes

How to file a complaint, open a dispute about an order or report illegal content, how quickly we respond, and which out-of-court and judicial remedies are available to you.

Provisional version: this text is under legal review and may change.

Version of 04.10.2026 · The Armenian version prevails; this translation is provided for convenience. Read the Armenian version

Contents

1.Where and how to turn#

This page sets out the out-of-court procedure for handling complaints and disputes on the Im Paharan platform, in accordance with Article 10.1 of the Law of the Republic of Armenia on Protection of Consumer Rights (HO-197) and Article 15.1(1) of the Law of the Republic of Armenia on Trade and Services No. HO-134-N of 24.11.2004.

Choose the route that matches your situation:

A problem with an order (item not received, not as described or damaged): open a dispute, see Dispute about an order.
Dissatisfaction with the services of Im Paharan (service fee, paid services, account issue, quality of support): see Complaint about the services of Im Paharan.
An illegal listing, profile, message or review, or one that breaks the rules: see Reporting content.
Disagreement with one of our decisions (content removal, account restriction, dispute outcome): see Internal appeal against decisions.
A request or complaint about personal data: see Personal data.
A security vulnerability on the website: see Report a Security Vulnerability.

Only the buyer can open a dispute. If you are a seller and have a problem with an order (for example, the buyer does not confirm a hand delivery), write to support@impaharan.am not yet active and state the order.

In case of fraud or any other offence, in addition to informing us, please also contact the police. How to avoid fraud: Tips for safe transactions.

Using the procedures described on this page is free of charge and voluntary. They do not limit your right to turn to the competent public authorities or to the courts (see Judicial remedies).

2.Dispute about an order#

A dispute is an internal procedure for resolving a disagreement between the buyer and the seller about an order. The sales contract is concluded directly between the seller and the buyer, and Im Paharan is not a party to it (Article 416.2 of the Civil Code of the Republic of Armenia). When handling a dispute, we assess the information provided by the parties and decide to whom the amount paid for the order should go.

The website currently operates in demonstration mode: no real money is involved, and the amounts described below as "blocked", "refunded" or "paid out" are notional. The rules for real payments will be published in a new version of this document before real payments are launched.

2.1When you can open a dispute#

Shipping (Haypost or courier): after the seller has marked the order as shipped and before you confirm receipt. If you do not confirm receipt, the order is completed automatically 3 days after shipping and the amount goes to the seller, so the dispute must be opened before then.
Hand delivery: before you confirm receipt. Only confirm receipt after you have checked the item.

You may first try to resolve the problem with the seller through messages. However, if the automatic completion deadline is approaching, open the dispute to prevent the amount from being paid out.

Once you have confirmed receipt, or once the order has been completed automatically, a dispute can no longer be opened. This does not deprive you of the rights the law gives you against the seller, for example in the event of defects in the item (Articles 485 to 493 of the Civil Code of the Republic of Armenia). In that case you may turn to the seller, to a mediator or to the courts.

2.2How to open a dispute#

Log in to your account and open the My orders page.
Select the order and press the “Open a dispute” button.
After opening the dispute, write to support@impaharan.am not yet active stating the order, a description of the problem, your claim and your evidence.

2.3Effects of opening a dispute#

The order receives the status “Disputed”, which is visible to both the buyer and the seller.
The amount paid for the order remains blocked. No automatic deadline pays it out to the seller or refunds it to the buyer: the amount is allocated only by our decision.

2.4Review of the dispute#

We examine the information provided by both parties, in particular:

photos of the item, packaging, labels and defects;
the tracking number and information from the delivery service;
the description and photos of the listing;
messages that the participants in the conversation provide themselves.

Im Paharan does not read private messages on its own initiative (Article 33 of the Constitution of the Republic of Armenia). When handling a dispute, we only use messages that one of the parties provides as evidence.

Each party is given the opportunity to present its position. Where necessary, we may ask the parties for additional information and set a reasonable deadline. If the information is not provided within that deadline, the decision is made on the basis of the information available.

2.5The decision#

Following the review, we make a reasoned decision and communicate it to both parties. The decision may be:

a refund to the buyer of the full amount paid, including the item price, the service fee and the delivery cost (where appropriate, on condition that the item is returned to the seller); or
payment to the seller, if it is established that the item was handed over and matches the description in the listing.

As a rule, the decision is made within 10 working days of receiving the parties’ explanations. The decision states its grounds and how to appeal it (see Internal appeal against decisions). Our decision does not prevent either party from turning to a mediator or to the courts.

2.6Order not shipped#

If an order with delivery (Haypost or courier) is not marked as shipped within 7 days of payment, the order is closed automatically and the buyer is refunded the full amount paid, including the service fee. In this case there is no need to open a dispute.

3.Complaint about the services of Im Paharan#

If you disagree with an action or omission of Im Paharan, or if you are not satisfied with the quality of our services (for example, the calculation of the service fee, a bump, the “Wardrobe spotlight”, the review of a professional seller application (Pro or Shop), an account issue or a reply from our support team), you may file a complaint.

Send your complaint to support@impaharan.am not yet active and include:

your username and the email address linked to your account;
the order number or a link to the listing, if the complaint concerns them;
a description of the problem and your claim;
any evidence you have (screenshots, photos, correspondence).

Acknowledgement of receipt: Within 2 working days. If the information is not sufficient to examine the complaint, we will ask for it in the same reply.
Reasoned reply: No later than 10 working days after we receive the complaint. The reply states our decision, its grounds and the further options available to you.
Cost: Filing a complaint and having it examined are free of charge.

We reply in the language in which the complaint was filed: Armenian, Russian or English. All complaints are recorded in a complaints register (date of receipt, subject, reply and date of reply).

Working days are Monday to Friday, excluding the non-working days established in the Republic of Armenia.

4.Reporting content#

If you see content on the platform that is illegal or that breaks the Terms of Use or the Catalogue Rules (for example, a prohibited item, a counterfeit, fraud, insults, or another person’s personal data), please let us know.

A report button on listings, profiles, messages and reviews will be added later. Until then, send your report to support@impaharan.am not yet active and include:

a link to the content (the address of the listing or profile) or, for a message or review, the author’s username and the date;
why you consider the content illegal or in breach of the rules;
for a message, a screenshot or the text of it, which you provide yourself as a participant in the conversation;
your contact details, so that we can keep you informed of the progress of your report.

Reports must be made in good faith, and the information they contain must be accurate.

4.1Handling times#

Times run from the moment the report is received:

Urgent cases: Content involving children, weapons, drugs, or a danger to life or health. The content is hidden as soon as the report is received, as a precautionary measure, and the report is handled within 24 hours.
Prohibited items, counterfeits, fraud: Within 48 hours.
Other cases: Within 5 working days.

4.2The decision#

After examining the report, we may remove or hide the content, restrict its visibility, or leave it unchanged.

The author of the content receives a reasoned decision stating the measure taken, its grounds, the rule breached and how to appeal. The person who made the report is also informed of the decision.

4.3Rights holders and public authorities#

Holders of trademarks, copyright and other rights, as well as public authorities, may contact us at legal@impaharan.am not yet active.

A rights holder provides their details, a document proving the right (for example, a trademark registration certificate) and links to the infringing content, and confirms that the request is made in good faith.

Requests from public authorities are handled in the manner prescribed by law. The content of private messages is disclosed only on the basis of a court decision (Article 33 of the Constitution of the Republic of Armenia).

5.Internal appeal against decisions#

If you disagree with one of our decisions (removal or hiding of a listing or other content, restriction or suspension of an account, outcome of a dispute, decision on a content report, refusal, suspension or withdrawal of professional seller status), you may appeal it within 14 days of receiving the decision.

Send your appeal to support@impaharan.am not yet active, stating the decision, your objections and any new evidence you may have.

Wherever possible, the appeal is reviewed by a different person who was not involved in the original decision.
The review is free of charge.
No later than 10 working days, we send you a reasoned reply: the decision may be upheld, amended or reversed.

We do not use “shadow banning”. You are notified of any restriction on your account or content, with the reason and how to appeal.

The internal appeal is not mandatory: you may turn to a mediator, a competent public authority or the courts at any time.

6.Personal data#

Your rights regarding your personal data (access, rectification, blocking, destruction, withdrawal of consent) are described in the Privacy Policy. Please send your requests to privacy@impaharan.am not yet active.

Time limits set by the Law of the Republic of Armenia on Protection of Personal Data No. HO-49-N of 18.05.2015:

request for access to your data: within 5 working days;
rectification, blocking or destruction of data: without delay and no later than 3 working days;
refusal of a request: a reasoned reply within 5 working days, a copy of which is sent to the Personal Data Protection Agency;
withdrawal of consent: destruction of the data within 10 working days, except for data that the law requires us to keep.

If you believe that your personal data are being processed in breach of the law, you may lodge a complaint with the Personal Data Protection Agency, whether or not you have contacted us first.

7.Out-of-court dispute resolution#

If you are not satisfied with our reply, you may use the following out-of-court means of dispute resolution:

Mediation: Under the Law of the Republic of Armenia on Mediation (HO-351-N), a dispute may be resolved with the help of a mediator qualified in accordance with the law, provided that all parties to the dispute agree. Mediation is voluntary, and each party may end it at any time. Im Paharan will consider in good faith any proposal to use mediation in a dispute concerning its services.
Competition Protection Commission of the Republic of Armenia: For matters relating to the protection of consumer rights, for example unfair commercial practices, failure to provide mandatory information, or unfair contract terms.
Personal Data Protection Agency: For matters relating to the processing of personal data (see Personal data).

Our internal procedures do not limit your right to turn to these bodies.

8.Judicial remedies#

You have the right to bring proceedings before the courts of the Republic of Armenia at any time, in accordance with the rules of jurisdiction laid down in the Civil Procedure Code of the Republic of Armenia.
None of our terms imposes a particular court on you or deprives you of your right to go to court.
Using the internal procedures described on this page is voluntary and free of charge: they are not a mandatory step before going to court.
The law of the Republic of Armenia applies.

The general limitation period is three years (Article 332 of the Civil Code of the Republic of Armenia). The law may set shorter periods for certain claims, so we recommend that you do not delay.

9.Retention of complaints and decisions#

We keep complaints, content reports, dispute files and our decisions (date of receipt, subject, evidence provided, decision and its grounds) for at least as long as necessary to use them as evidence, taking limitation periods into account.

Removed or reported content is kept for at least 6 months (Article 1087.1 of the Civil Code of the Republic of Armenia).
Information about a seller is kept for at least 1 year after their account is closed (Article 780.1 of the Civil Code of the Republic of Armenia).

These data are processed in accordance with the Privacy Policy and are accessible only to the people handling the complaint or dispute. You may request a copy of your complaint and of the decision taken on it.