At Afrikapp, we are committed to providing a fair and transparent process for resolving disputes between clients and freelancers. This Dispute Resolution Policy outlines the steps we will take to address and resolve any disputes that may arise from using our platform. We aim to provide a fair and impartial process that will help both parties reach a resolution in a timely manner. Our goal is to ensure that all parties feel heard and that their concerns are addressed appropriately.

In the event of a dispute, we encourage both parties to first attempt to resolve the issue directly through communication. Many disputes can be resolved quickly and amicably through open and honest discussion. Additionally, we recommend that both parties review the terms of the contract and the project details to ensure that there are no misunderstandings or miscommunications. It is often helpful to document these communications in case further resolution steps are needed.

If the dispute cannot be resolved through initial communication, either party may request mediation. Mediation involves contacting Afrikapp to seek help in facilitating a resolution. We shall not impose a decision but will work with both parties to find a mutually acceptable solution. Our role in mediation is to assist in the dialogue and help both parties understand each other's perspectives, aiming to reach a compromise that is acceptable to both.

If mediation does not result in a resolution, the dispute may be submitted to arbitration. Arbitration is a more formal process where an arbitrator will hear both sides of the dispute and make a binding decision. The arbitrator's decision will be final and enforceable by law. Afrikapp will facilitate the arbitration process but will not be responsible for the outcome. By choosing arbitration, both parties agree to abide by the arbitrator’s decision and to comply with the terms set forth in the arbitration ruling.

Once a project has been marked as completed by the client, the associated payment cannot be refunded. However, Afrikapp may assist in contacting the freelancer if they are unresponsive or in reassigning the contract to another freelancer. Please note that we do not guarantee a resolution or hold any liability for refunds once a project is marked as completed. Our assistance in these cases is aimed at facilitating communication and potential solutions but does not constitute a guarantee of any specific outcome.

In cases where the job has not been started at all, Afrikapp will investigate, and if verified, a refund may be issued. This is the only scenario where a refund is possible. Our investigation will include a review of the contract terms, communication records, and any relevant evidence provided by both parties.

To initiate a dispute, please send an email to dispute@afrikapp.com with the following information:

• Detailed information about the dispute, including any relevant documentation or evidence.
• Your Afrikapp account details and the contract page related to the dispute.
• Any communication attempts made with the freelancer.

Once your email is received, our team will review your submission and contact you within 48 hours to discuss the next steps. We aim to handle all disputes efficiently and fairly, ensuring that both parties have the opportunity to present their case.

In some cases, which shall be determined by Afrikapp, we may charge a fee for dispute resolution services, which will be disclosed prior to the commencement of mediation or arbitration. Each party will be responsible for their own costs and expenses incurred during the dispute resolution process, unless otherwise agreed upon.

All communications, documents, and information related to the dispute resolution process will be kept confidential and will not be disclosed to any third party, except as required by law. This ensures that both parties can discuss their issues openly without fear of external exposure.

The decision made by the Afrikapp or arbitrator will be final and binding on both parties. By using Afrikapp, you agree to be bound by the decision we reach in the event of a dispute or a decision reached by the arbitrator (if applicable) and to comply with the terms of the resolution. This finality helps to ensure that disputes are conclusively resolved, allowing both parties to move forward.

If you have any questions or need assistance with the dispute resolution process, please contact us at:

Afrikapp Support Team
Mailing: 54 State ST, STE 804, Albany, NY, 12207
Email: support@afrikapp.com
Phone: 505-688-4306