Dispute resolution, enforcement, and appeals

Overview

Snowflake maintains a fair and transparent enforcement process to uphold Marketplace integrity and help protect both Providers and Consumers.

This section outlines how disputes and refunds are handled, how enforcement actions are applied for policy violations, and how Providers may appeal such actions. All Providers and Consumers are expected to comply with the Marketplace Policies and App Listing Guidelines.

Failure to do so may result in enforcement actions, up to and including suspension or removal from the Snowflake Marketplace.

Dispute resolution process

  • The Provider is the Seller of Record for their Product(s) (not Snowflake) and is fully responsible for their Product(s).

  • Disputes between Providers and Consumers should be settled between those parties. Snowflake requires that Providers and Consumers reach out to each other directly. Providers are expected to reply to Consumer inquiries within 3 business days per the Provider Policies, and Consumers are expected to respond to Provider outreach within 7 business days.

  • In the event that a Provider or Consumer does not respond to a complaint or inquiry within the appropriate time frames above, Snowflake may reach out to the Provider or Consumer to make them aware of the complaint or inquiry. In the event that the Provider or Consumer does not provide any response to the outreach, Snowflake will take appropriate enforcement actions based on the nature of the inquiry or complaint.

  • If a Provider provides Snowflake with written confirmation by a Consumer that they agree to no longer use the Provider’s listing, Snowflake may remove the Consumer from the Provider’s listing.

Refund policies

  • Refunds must be authorized and initiated by the Provider.

  • Snowflake will not get involved in cases where a chargeback was initiated with the card issuer.

Providers can initiate a refund using this form.

Filing a dispute with Snowflake

If Providers and Consumers are unable to come to a resolution on a dispute, they may file a Case with Snowflake Marketplace Operations.

The Case must include:

  • A description of the issue.

  • All relevant information and evidence including: account information, listing information, billing periods, and documentation of the policy or terms violation.

  • A record of your communications with the other party.

Use the below forms to file your dispute:

Enforcement actions

Snowflake reserves the right to take appropriate action when a Provider or Consumer fails to comply with Marketplace policies or obligations.

Possible enforcement actions include:

  • Listing removal from the Marketplace.

  • Provider removal from the Marketplace.

  • Revocation of ability to monetize on-platform.

All enforcement actions are applied in accordance with the Provider and Consumer Terms and based on the severity and nature of the violation.

Appeals process

Providers who believe that an enforcement action (for example, suspension, or removal) was made in error or warrants reconsideration may submit an appeal by filing a Case via the Snowflake Marketplace Case Form.

The appeal must include:

  • A reference to the original enforcement decision.

  • Supporting evidence or clarification.

  • A detailed rationale for reconsideration.

Snowflake will review the appeal and respond with a final determination. Appeals that do not include adequate context or documentation may not be reviewed.

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