Dispute Resolution Policy
Last updated: September 2026
This policy explains how disputes between participants, for example over delivery, quality or payment, are raised and resolved. Because funds are held in escrow until delivery is confirmed, most disputes can be resolved before money is released.
1. Raise it in the deal room first
Parties should first attempt to resolve any issue directly in the order's deal room, where the terms, contract, documents and message history are available. Most issues (timing, documentation, delivery details) are resolved here.
2. Escrow hold
While a dispute is open on an order that has been paid but not yet delivered, the escrowed funds remain held. They are only released to the seller once delivery is confirmed, or refunded to the buyer if the order is cancelled before delivery.
3. Operator review
If the parties cannot agree, either party may escalate to the Operator. The Operator will review the deal room, contract, documents and delivery evidence and may propose a resolution. The Operator acts as a neutral facilitator, not as a court.
4. Mediation and arbitration
Unresolved disputes are referred to mediation, and failing that to arbitration seated in Windhoek, Namibia, in accordance with applicable Namibian arbitration rules. The governing law is the law of the Republic of Namibia.
5. Records
All actions relating to an order, status changes, signatures, payments, escrow movements and messages, are recorded in the Platform's audit trail and are available to the Operator to support fair resolution.