| title | Conditions of Use - Amazon Customer Service - Disputes section only |
|---|---|
| source | https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM |
| author | |
| published | 2026-08-14 |
| created | 2026-08-18 |
| description | Last updated: August 14, 2026 |
YOU AND WE AGREE THAT ANY DISPUTE OR CLAIM RELATING IN ANY WAY TO YOUR USE OF ANY AMAZON SERVICE, OR TO ANY PRODUCTS OR SERVICES SOLD OR DISTRIBUTED BY AMAZON OR THROUGH AMAZON.COM, WILL BE RESOLVED BY BINDING ARBITRATION RATHER THAN IN COURT. The only exceptions are: (i) if the dispute or claim qualifies for small claims court in the jurisdiction in which you reside, then you or we may sue there instead; (ii) you or we may seek injunctive relief in court to stop infringement or misuse of intellectual property rights (like trademarks, copyrights, and patents), or to restrain future violations of the law for the benefit of the general public as a whole, rather than a subset of similarly situated persons; and (iii) all disputes about whether you or we complied with the pre-arbitration dispute resolution procedure set forth below (which is a condition precedent to filing arbitration) must be decided by a court and not by an arbitrator. All other disputes, claims, and requests for relief must be arbitrated, regardless of when they arose, which means you and we are each waiving our right to sue in court and have a judge or jury trial. This arbitration agreement is governed by the Federal Arbitration Act (“FAA”), federal arbitration law, and the law of the State of Washington. There is no judge or jury in arbitration, and court review of an arbitration award is limited. A neutral arbitrator will resolve the dispute or claim and must follow the terms of this agreement as a court would.
Class Action Waiver. YOU AND WE AGREE THAT ANY ARBITRATION PROCEEDING WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS OR REPRESENTATIVE ACTION. You and we may only seek or obtain individualized relief in arbitration, and claims or requests for public injunctive relief or relief where you or we act in a representative capacity are not allowed.
Mandatory Pre-Arbitration Dispute Resolution. If you have a dispute or claim subject to this arbitration agreement, you must first contact customer service to try to resolve it. If customer service can’t resolve it and you wish to pursue arbitration, you must complete the dispute resolution procedure set forth here, including submitting a completed Notice of Dispute using this Claim Form and negotiating in good faith for 60 days. We will provide you the same information via your Amazon account’s primary email address if we have an arbitrable dispute with you and will follow the same dispute resolution procedure.
Arbitration Process and Procedure. If you and we do not reach a resolution within 60 days from receiving a notice of dispute or after completing a timely requested settlement conference, whichever is later, then you or we may initiate binding arbitration. Arbitration shall: (i) be administered by JAMS pursuant to the JAMS Streamlined Arbitration Rules & Procedures; (ii) be conducted by a single arbitrator; and (iii) take place virtually, in the county where you reside, or in any other location mutually agreed upon. To the extent this arbitration agreement conflicts with the JAMS Policy on Consumer Arbitrations Pursuant to Pre-Dispute Clauses Minimum Standards for Procedural Fairness (the “Minimum Standards”), then the Minimum Standards shall take precedence. The arbitrator shall issue a written award that states the disposition of each claim and provides a concise statement of the essential findings and conclusions on which it is based. You and we agree that any awards issued in other arbitrations will have no precedential or preclusive effect in any arbitration between us unless you and we were parties to the prior award.
Mass Arbitration. If 25 or more demands for arbitration are filed within six months relating to the same or similar subject matter and sharing common issues of law or fact, and counsel for the parties submitting the demands are the same or coordinated in any fashion, you and we agree that this will constitute a “Mass Arbitration.” If a Mass Arbitration is commenced by either party, you and we agree that (i) the JAMS Mass Arbitration Procedures and Guidelines shall apply, and (ii) the Process Administrator appointed by JAMS shall group the arbitration demands into batches of at least 25 and provide for resolution of each batch with one set of administrative fees and a single arbitrator assigned per batch. If more than 500 arbitration demands are filed in a Mass Arbitration, then the Process Administrator shall group the arbitration demands into batches of at least 100. If more than 2500 arbitration demands are filed in a Mass Arbitration, then the Process Administrator shall group the arbitration demands into batches of at least 500. You and we further agree to disclose to each other (i) all relationships with third-party litigation funders related to the Mass Arbitration and copies of all applicable litigation funding agreements; and (ii) any financial interest that you or we have assigned or transferred to a third party (excluding either party's counsel of record) in connection with the Mass Arbitration and any agreements governing that assignment or transfer.
Appeal rights. You and we agree that the JAMS Optional Appeal Procedures will apply in any Mass Arbitration and in any arbitration in which either you or we receive a final award requiring payment of $250,000 or more. If multiple parties appeal from a final award in a Mass Arbitration, the appeals shall be batched in the same or similar manner as the underlying arbitrations.
Delegation and Severability. You and we each agree that the arbitrator shall have exclusive authority to resolve all disputes relating in any way to the interpretation, applicability, enforceability, or formation of this arbitration agreement, including disputes about whether a particular claim or demand for relief is subject to arbitration and whether this arbitration agreement is unconscionable, illusory, or otherwise unenforceable. If the arbitrator determines that you and we are precluded from arbitrating any claim or demand for relief, then that claim or demand for relief (and only that claim or demand for relief) must be severed from the arbitration. You and we agree that any severed claim or demand for relief, any request for public injunctive relief, and any dispute about whether you or we complied with the pre-arbitration dispute resolution procedure may be brought only in state or federal court in King County, Washington, where you and we consent to personal jurisdiction and venue and waive any right to a jury trial. If any provision in this arbitration agreement is held unenforceable, then that provision shall be severed, with the remainder of the agreement remaining in full force and effect.
By using any Amazon Service, you agree that applicable federal law, and the laws of the state of Washington, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Amazon except for disputes arising from personal injury or physical harm to property allegedly caused by products purchased using Amazon Services. Such disputes will be governed by the law of the state in which the personal injury or physical harm to property occurred.
The terms in this section ("Agent Terms") apply if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Amazon Services. For the purposes of these Agent Terms, "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity.
- Transparency and Consent. No Agent may access, use, or interact with Amazon Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 3 of these Agent Terms. In addition, no Agent may access, use, or interact with Amazon Services if we have requested that the Agent refrain from accessing, using, or interacting with any Amazon Service.
- Limitation on Access. At our sole discretion, we may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with Amazon Services.
- Technical Requirements. Agents must: i. In all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]" (e.g., Agent/AmazonAgent) ii. Not conceal or obfuscate that any access, use, or interactions are from an Agent, such as by (a) mimicking the speed or pattern of human keystrokes, page navigation, or other interactions or (b) completing or circumventing CAPTCHAs or other measures intended to distinguish computers from humans. iii. Respond truthfully to any question or prompt seeking to determine if interactions are coming from a human or a computer. iv. Not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with an Amazon Service.