Dispute Resolution: Dispute Resolution Policy – JengaSasa.com 1. Introduction JengaSasa is committed to promoting fair, transparent, and professional transactions between buyers and vendors. This Dispute Resolution Policy explains how disputes are raised, reviewed, resolved, and escalated when necessary. 2. Scope of Disputes Covered This policy applies to disputes related to: • Product quality or defects • Incorrect, damaged, or incomplete deliveries • Delayed or non-delivery • Payment disagreements • Misrepresentation of products or services • Vendor–buyer contractual disagreements • Ratings and feedback disputes 3. Timeframe to Raise a Dispute Buyers must raise a dispute within 48 hours of delivery or from the moment the issue becomes reasonably apparent. Disputes raised after this period may be declined unless exceptional circumstances are demonstrated. 4. How to Raise a Dispute Disputes may be submitted by: • Logging into the JengaSasa account • Navigating to Help Center → Dispute Resolution • Submitting a dispute form with: ◦ Order reference ◦ Description of the issue ◦ Supporting evidence (photos, receipts, delivery notes) Alternatively, disputes may be emailed to: 📧 support@jengasasa.com 5. Dispute Review & Mediation Process Once a dispute is received: 1. Acknowledgement will be sent within 3 business days 2. Evidence will be reviewed from both buyer and vendor 3. JengaSasa may request additional documentation 4. Mediation will be conducted to reach a fair resolution JengaSasa acts only as a neutral mediator and does not assume liability for vendor actions. 6. Resolution Outcomes Depending on the findings, outcomes may include: • Full refund • Partial refund • Product replacement or exchange • Return authorization • Rejection of the dispute if unsupported 7. Refund Timelines Where a refund is approved: • Vendors must process refunds within 7 business days of approval • Refunds shall be issued using the original payment method unless otherwise agreed • JengaSasa is not responsible for delays caused by banks, payment processors, or third-party services Failure by a vendor to comply may result in account suspension or removal from the platform. 8. Arbitration Option (Alternative to Court Litigation) If mediation through JengaSasa fails, the parties agree that disputes may be resolved through arbitration before pursuing court litigation. • Arbitration shall be conducted by a mutually agreed arbitrator in Kenya • Arbitration proceedings shall be confidential • Costs shall be shared unless otherwise determined by the arbitrator • Arbitration decisions shall be final and binding This clause does not prevent either party from seeking urgent injunctive relief where necessary. 9. Rating & Feedback Appeals JengaSasa values honest and fair reviews. 9.1 Grounds for Appeal Vendors or buyers may appeal ratings or feedback that: • Are false, abusive, defamatory, or misleading • Contain hate speech or inappropriate language • Are unrelated to an actual transaction • Were posted maliciously or in bad faith 9.2 Appeals Process To appeal: • Submit a request via Help Center → Feedback Appeal • Provide justification and supporting evidence JengaSasa may: • Remove or amend the feedback • Maintain the feedback if deemed fair and accurate All decisions regarding ratings and feedback are final. 10. Cooperation & Good Faith All parties must: • Provide accurate information • Respond promptly to requests • Participate honestly in mediation and arbitration processes Failure to cooperate may result in adverse outcomes. 11. No Waiver of Legal Rights This policy does not limit statutory consumer rights under Kenyan law. 12. Governing Law & Jurisdiction This policy is governed by the laws of the Republic of Kenya. Where arbitration is not chosen or fails, disputes shall be subject to Kenyan courts. 13. Contact Information For dispute-related inquiries: 📧 support@jengasasa.com 🌐 https://www.jengasasa.com