Dispute Resolution Policy
CloudNexus is committed to resolving any disputes, disagreements, or concerns fairly, transparently, and efficiently. This policy outlines the formal process for addressing issues related to our cloud infrastructure services, billing, SLA compliance, data handling, and contractual obligations.
Step-by-Step Resolution Process
We encourage a structured approach to dispute resolution to ensure timely and equitable outcomes for all parties involved.
Direct Contact
Reach out to our dedicated support team with a detailed description of the issue, including ticket IDs, invoices, or SLA references.
Escalation Review
Our compliance & trust team will investigate within 5 business days and provide a written resolution or clarification.
Formal Mediation
If unresolved, we will engage a neutral third-party mediator to facilitate a mutually acceptable agreement.
Binding Arbitration
Persistent disputes will proceed to confidential, binding arbitration under established commercial rules.
Mediation & Arbitration Clauses
By using CloudNexus services, you acknowledge and agree to the following dispute resolution mechanisms:
Mediation Requirements
Both parties agree to attempt good-faith mediation through a certified commercial mediator before initiating arbitration or litigation. Mediation sessions will be confidential, and any proposals made during the process cannot be used as evidence in subsequent proceedings.
Binding Arbitration
If mediation fails to resolve the dispute within 30 days of initiation, the matter shall be submitted to final and binding arbitration. Arbitration will be conducted by a single arbitrator selected in accordance with the rules of the American Arbitration Association (AAA) or an equivalent recognized body in your jurisdiction.
Important: Arbitration awards are enforceable in any court of competent jurisdiction. Class action waivers and jury trial waivers apply unless explicitly prohibited by local consumer protection laws.
Exceptions & Exclusions
The following claims may bypass arbitration and proceed directly to small claims or statutory courts:
- Individual claims under $10,000 USD
- Injunctions to protect intellectual property or confidential data
- Regulatory complaints filed with government authorities
- Claims regarding data privacy violations subject to GDPR, CCPA, or equivalent frameworks
Jurisdiction & Governing Law
This policy and all associated disputes shall be governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. The exclusive venue for any arbitration proceedings shall be Wilmington, Delaware, unless otherwise required by mandatory local legislation.
For international clients, we maintain compliance with local consumer protection statutes and will adjust procedural requirements where legally mandated.
How to Submit a Dispute
To initiate the dispute resolution process, please submit a formal written notice containing your account details, a clear description of the dispute, supporting documentation, and your proposed resolution. Our legal & compliance team will acknowledge receipt within 2 business days.
CloudNexus Dispute Resolution Desk
Attn: Legal & Compliance
100 Innovation Drive, Suite 400
San Francisco, CA 94105
Full Review: 5-7 Business Days
Policy Updates & Acknowledgment
CloudNexus reserves the right to update this Dispute Resolution Policy to reflect changes in law, service offerings, or operational procedures. Material changes will be communicated via email and posted on our legal portal with a 30-day notice period. Continued use of our services following such updates constitutes acceptance of the revised terms.
For questions regarding this policy, please contact our legal department or refer to our Terms of Service and Service Level Agreement.