Dispute Resolution Policy

1. Introduction

This Dispute Resolution Policy outlines the process for resolving disputes between users of the Retailyft platform, including retailers, suppliers, influencers, and other participants. We are committed to fair and efficient dispute resolution.

This policy applies to all disputes arising from the use of our platform, including but not limited to transactions, services, and platform-related issues.

2. Types of Disputes

2.1 Transaction Disputes

Common transaction-related disputes include:

• Product quality and condition issues
• Delivery and shipping problems
• Payment and billing disputes
• Order fulfillment and processing
• Returns and refunds

2.2 Service Disputes

Service-related disputes may involve:

• Platform functionality issues
• Customer service problems
• Account access and management
• Feature availability and performance
• Technical support and assistance

2.3 Policy Disputes

Policy-related disputes may include:

• Account suspension or termination
• Content removal or restrictions
• Fee and commission disputes
• Terms of service violations
• Intellectual property claims

3. Dispute Resolution Process

3.1 Step 1: Direct Communication

The first step in resolving any dispute is direct communication:

• Contact the other party directly through our platform
• Clearly explain the issue and desired resolution
• Provide relevant documentation and evidence
• Allow reasonable time for response (48-72 hours)
• Attempt to reach a mutually acceptable solution

3.2 Step 2: Customer Support

If direct communication fails, contact our support team:

• Submit a detailed support ticket
• Include all relevant information and evidence
• Provide timeline of events and communications
• Specify desired resolution
• Allow 5-7 business days for initial response

3.3 Step 3: Internal Review

Our internal review process includes:

• Thorough investigation of the dispute
• Review of platform policies and terms
• Analysis of evidence and documentation
• Consultation with relevant departments
• Decision and resolution within 14 business days

4. Mediation Process

4.1 When Mediation Applies

Mediation may be used for:

• Complex disputes requiring neutral facilitation
• Disputes involving multiple parties
• Cases where internal review is insufficient
• Disputes involving significant financial amounts
• Cases requiring specialized expertise

4.2 Mediation Process

The mediation process includes:

• Selection of qualified mediator
• Preparation and submission of evidence
• Mediation session (in-person or virtual)
• Facilitated negotiation and discussion
• Mediated settlement agreement

4.3 Mediation Costs

Mediation costs are typically:

• Shared equally between parties
• Covered by Retailyft for platform-related disputes
• Subject to cost-sharing agreements
• Included in settlement negotiations

5. Arbitration Process

5.1 Binding Arbitration

For disputes not resolved through other means:

• Binding arbitration in Lagos, Nigeria
• Conducted under Nigerian Arbitration Act
• Single arbitrator for disputes under ₦1,000,000
• Three-arbitrator panel for larger disputes
• Final and binding decision

5.2 Arbitration Procedure

The arbitration process includes:

• Filing of arbitration demand
• Selection of arbitrator(s)
• Discovery and evidence exchange
• Arbitration hearing
• Arbitrator's decision and award

5.3 Arbitration Costs

Arbitration costs include:

• Arbitrator fees and expenses
• Administrative costs
• Legal representation costs
• Expert witness fees
• Document production and discovery costs

6. Time Limits and Deadlines

6.1 Dispute Filing Deadlines

Disputes must be filed within:

• Transaction disputes: 30 days from delivery
• Service disputes: 60 days from incident
• Policy disputes: 30 days from action
• Account issues: 90 days from occurrence

6.2 Response Deadlines

Parties must respond within:

• Initial response: 5 business days
• Evidence submission: 10 business days
• Mediation response: 7 business days
• Arbitration response: 14 business days

7. Evidence and Documentation

7.1 Required Documentation

Parties should provide:

• Order confirmations and receipts
• Communication records and messages
• Photos and videos of products or issues
• Delivery confirmations and tracking
• Payment records and bank statements

7.2 Evidence Standards

Evidence must be:

• Relevant to the dispute
• Authentic and unmodified
• Properly dated and timestamped
• Submitted in original format
• Accompanied by explanatory context

7.3 Expert Evidence

Expert evidence may be required for:

• Technical or specialized issues
• Product quality and condition
• Financial and accounting matters
• Industry standards and practices
• Legal and regulatory compliance

8. Resolution Outcomes and Remedies

8.1 Available Remedies

Possible resolution outcomes include:

• Full or partial refunds
• Product replacement or exchange
• Service credits or discounts
• Account reinstatement or modification
• Policy changes or clarifications

8.2 Monetary Awards

Monetary awards may include:

• Direct damages and losses
• Consequential and incidental damages
• Interest and late fees
• Legal costs and expenses
• Punitive damages (in exceptional cases)

8.3 Non-Monetary Remedies

Non-monetary remedies may include:

• Specific performance of obligations
• Injunctive relief and restraining orders
• Account modifications or restrictions
• Policy compliance requirements
• Public apologies or corrections

9. Appeals Process

9.1 Appeal Rights

Parties may appeal decisions based on:

• Procedural errors or irregularities
• New evidence not previously available
• Misapplication of law or policy
• Bias or conflict of interest
• Excessive or inadequate remedies

9.2 Appeal Process

The appeal process includes:

• Filing appeal within 30 days of decision
• Payment of appeal fees (if applicable)
• Review by independent appeal panel
• Limited scope of review
• Final and binding decision

9.3 Appeal Outcomes

Appeal outcomes may result in:

• Affirmation of original decision
• Modification of remedies or awards
• Reversal of original decision
• Remand for further proceedings
• Dismissal of appeal

10. Contact Information

For dispute resolution inquiries, please contact us:

11. Policy Updates

We may update this Dispute Resolution Policy from time to time. Changes will be posted on our website and will apply to disputes filed after the effective date of the changes.

For ongoing disputes, the policy in effect at the time of filing will apply.