Dispute Resolution Policy

EscrowAfrica Dispute Resolution Policy

Effective Date: July 3, 2026

Our Commitment to Fair Resolution

EscrowAfrica exists to make online transactions safer and more trustworthy. While most transactions are completed successfully, disputes may occasionally arise. Our role is to act as a neutral escrow service provider, reviewing the available evidence and facilitating a fair resolution. This Policy explains how disputes are handled for transactions completed through the EscrowAfrica platform.

1. When Can a Dispute Be Opened?

A dispute may be opened before funds are released if there is a genuine disagreement regarding the transaction, including but not limited to:

• Goods were not delivered.
• Services were not completed as agreed.
• Goods received are materially different from the agreed description.
• The wrong item was delivered.
• A transaction appears to involve fraud or misrepresentation.
• The buyer or seller believes the agreed transaction terms have been breached.

Disputes should be raised during the agreed inspection period or within any other timeframe specified for the transaction.

2. How to Open a Dispute

To initiate a dispute, the affected party should:

1. Log in to their EscrowAfrica account.
2. Open the relevant transaction.
3. Select "Raise a Dispute."
4. Provide a detailed explanation of the issue.
5. Upload all available supporting evidence.

Once a dispute is opened, the release of funds will generally be paused until the matter is resolved.

3. Evidence We May Request

To ensure a fair review, EscrowAfrica may request evidence from either or both parties, including:

• Purchase agreements or contracts.
• Product descriptions.
• Screenshots of conversations.
• In-platform messages.
• Photographs or videos.
• Shipping receipts and tracking information.
• Delivery confirmations.
• Signed acceptance documents.
• Invoices and receipts.
• Proof of service completion.
• Expert assessments where relevant.
• Any other documentation reasonably related to the dispute.

Failure to provide requested information within the specified timeframe may affect the outcome.

4. Our Review Process

Every dispute is reviewed individually. During our investigation, we may:

• Examine all evidence submitted.
• Request additional information.
• Review transaction records.
• Analyse communication history.
• Verify payment status.
• Review delivery or service completion records.
• Contact both parties for clarification.
• Consult trusted third parties where appropriate.

Our objective is to make a fair and impartial determination based on the available evidence.

5. Possible Outcomes

After completing our review, EscrowAfrica may:

• Release the full payment to the Seller.
• Refund the full payment to the Buyer.
• Split the funds between the parties where appropriate and agreed.
• Request additional evidence before making a final decision.
• Cancel the transaction if permitted under our Terms of Service or required by law.

Each decision is made based on the specific facts of the transaction.

6. Timelines

We aim to resolve disputes as quickly as possible while ensuring a thorough review. Resolution times may vary depending on:

• The complexity of the dispute.
• The quality and completeness of the evidence.
• The responsiveness of the parties.
• Verification requirements.
• Legal or regulatory obligations.

While many disputes can be resolved within a few business days, more complex cases may require additional time.

7. Responsibilities of Buyers and Sellers

Both parties are expected to:

• Act honestly and in good faith.
• Respond promptly to requests for information.
• Provide accurate and complete evidence.
• Communicate respectfully.
• Avoid submitting false or misleading information.

Attempts to manipulate the dispute process may result in account suspension or termination.

8. Fraudulent Claims

EscrowAfrica takes fraudulent disputes seriously. We may take action against users who:

• Submit fabricated evidence.
• Misrepresent the facts of a transaction.
• Attempt to obtain funds dishonestly.
• Collude with another party to defraud the platform.
• Abuse the dispute process repeatedly.

Such actions may result in:

• Loss of Buyer or Seller Protection.
• Suspension or termination of the account.
• Reporting to payment providers, regulators, or law enforcement where required.

9. Neutrality

EscrowAfrica is an independent escrow provider. We do not automatically favour buyers or sellers. Every case is assessed impartially based on:

• The agreed transaction terms.
• Evidence provided by the parties.
• Relevant platform records.
• Applicable laws and regulations.

Our goal is to reach a fair outcome that reflects the facts of the case.

10. Mediation and Legal Proceedings

Before pursuing legal action, we encourage both parties to work toward an amicable resolution. Where appropriate, EscrowAfrica may facilitate communication between the parties to help resolve misunderstandings. Nothing in this Policy prevents either party from exercising any legal rights available under applicable law.

11. Final Decisions

After reviewing the available evidence, EscrowAfrica will communicate its decision to the parties through the Platform or other official communication channels. Users are expected to comply with the outcome unless a court of competent jurisdiction or another legally binding authority orders otherwise.

12. Policy Updates

We may update this Policy periodically to reflect improvements to our Services, changes in legal requirements, or operational enhancements. Material updates will be communicated through our website or other official channels.

Contact Us

If you have questions about this Policy or need assistance with an active dispute, please contact EscrowAfrica through the official support channels available on our website.

Our Promise

Every dispute deserves a fair hearing. EscrowAfrica is committed to resolving disagreements with integrity, transparency, and impartiality—helping buyers and sellers across Africa transact with greater confidence.