Dispute Resolution & Appeals Process

Name: Ahlan
Brand: Ahlan

Last updated: January 2026

Dispute Resolution Process

This outlines how we resolve disputes with users. Our goal is to resolve issues quickly and fairly.

Informal Resolution (Days 1-14)

Contact ahlandev@ahlantranslationapp.com with your issue. Provide:

Your account email
Detailed description of the dispute
Relevant screenshots or evidence
Proposed resolution
Any previous correspondence

Response time: 2-5 business days

Formal Complaint (Days 15-30)

If not resolved, submit a formal complaint including:

Reference to applicable policy or contract term
Legal basis for your claim
Specific damages or relief requested
Copies of all prior communications

Send to: ahlandev@ahlantranslationapp.com with subject line: [FORMAL COMPLAINT]

Response time: 10 business days

Executive Review (Days 31-45)

If still unresolved, your complaint escalates to Ahlan's executive team for final review. We will issue a written decision including reasoning and any remedies offered.

Response time: 15 business days

Binding Arbitration (Days 46+)

If executive review does not resolve the dispute, either party may initiate binding arbitration:

Location: San Francisco, California
Rules: American Arbitration Association (AAA)
Arbitrator: Single neutral arbitrator
Costs: Ahlan pays arbitrator fees, each party pays own attorney
Timeline: Decision within 90 days
Appeal: Limited appeal rights per AAA rules

Specific Dispute Types

Billing Disputes

For charges you don't recognize or were charged in error:

Contact billing@ahlan.app within 30 days of charge
We will investigate and respond within 5 business days
If error found, we will refund within 1 billing cycle

Account Suspension Appeals

If your account was suspended or terminated:

Email appeals@ahlan.app with reason and evidence of innocence
Maximum 3 appeals per suspension
Decision within 10 business days
See Account Suspension Policy for detailed process

Privacy & Data Requests

If we refuse a GDPR/CCPA request:

Email ahlandev@ahlantranslationapp.com with formal appeal
Include why our refusal was improper
We will reconsider within 30 days
You retain right to appeal to your Data Protection Authority

Service Quality Complaints

For call quality, translation accuracy, or service failures:

Email ahlandev@ahlantranslationapp.com with specific details
Include date, time, other participant info, and error message
Response within 48 hours
We may offer service credits for our documented failures

Class Action Waiver

NO CLASS ACTIONS: You agree that disputes must be resolved individually. You waive the right to participate in class actions, representative actions, or collective proceedings against Ahlan. Each dispute is handled separately.

Limitation of Liability

Maximum Liability Cap:

Ahlan's total liability for any dispute shall not exceed the amount YOU paid for the service in the 12 months preceding the dispute, or $500, whichever is less. We are not liable for indirect, incidental, special, or consequential damages.

Contact Information

General Support: ahlandev@ahlantranslationapp.com

Legal Disputes: ahlandev@ahlantranslationapp.com

Billing Issues: billing@ahlan.app

Account Appeals: appeals@ahlan.app

Privacy Requests: ahlandev@ahlantranslationapp.com