Dispute Resolution Policy

This Dispute Resolution Policy explains how disputes are raised, investigated, and resolved on KIK-Konnect. It applies to all bookings between customers and service providers.

KIK-Konnect uses an Area Agent model for first-line dispute resolution, with escalation to platform administrators for complex or unresolved cases.

By using the platform, you agree to resolve disagreements through this process before seeking external remedies.

Either the customer or the provider may raise a dispute on a booking. A dispute must include a reason and a description of the issue.

You may attach evidence to support your case, such as photos of the work performed (or not performed), chat screenshots, or other relevant media.

A dispute can be raised once a booking is in progress or after it has reached pending confirmation or completed status. You cannot raise a dispute on a booking that is still open or pending acceptance.

The more evidence you provide, the faster and fairer the resolution. Useful evidence includes: photos of the service location before and after, in-app chat history, quote details, and the booking status timeline.

Both parties will have the opportunity to provide their account of events. In-app chat messages between the customer and provider are retained and may be reviewed during investigation.

False or fabricated evidence will result in the dispute being decided against the party that submitted it, and may lead to account penalties.

Each dispute is assigned to an Area Agent, typically the agent for the territory where the booking took place. The agent reviews the evidence, the booking timeline, and the chat history.

The agent may contact both parties for additional information or clarification. Both parties are expected to respond promptly to assist in a fair resolution.

Agents are expected to act impartially. If a party believes an agent has a conflict of interest, they may request reassignment or escalation to an administrator.

Disputes are expected to be investigated and resolved within a reasonable timeframe. Most disputes are resolved within 3 to 7 business days, depending on complexity and party responsiveness.

If a party does not respond to requests for information within the stated timeframe, the dispute may be decided based on available evidence.

You will receive notifications as the dispute status changes (open, investigating, resolved, escalated).

A dispute may be resolved with one of the following outcomes:

Full Payout: The provider performed the service satisfactorily. The full escrow (minus commission) is released to the provider.

Partial Refund: The service was partially delivered or had minor issues. A portion of the escrow is refunded to the customer and the remainder is released to the provider.

Full Refund: The service was not delivered or was materially unsatisfactory. The full escrow is refunded to the customer.

No Action: The dispute is unfounded. No changes are made to the escrow or wallet balances.

Each resolution includes a recorded resolution amount and notes explaining the decision.

When a dispute is raised on a wallet-funded booking, the escrow is held and not released until the dispute is resolved. This protects both parties during the investigation.

Refunds from dispute resolutions are credited to the customer wallet. Clawbacks from the provider (if escrow was already released) are reflected as transactions in the provider wallet.

For cash jobs, there is no escrow. Disputes are resolved as agreed amounts, and any owed refund is paid directly by the provider to the customer under the agent's direction.

If a dispute cannot be resolved at the agent level, or if either party is dissatisfied with the agent's decision, the dispute may be escalated to a platform administrator.

Administrators review escalated disputes and may override the agent's decision. The administrator's decision is final within the platform.

All dispute actions, including who made each decision and when, are recorded in a full audit log for transparency.

Raising disputes in bad faith, repeatedly filing unfounded disputes to avoid payment, or colluding with the other party to extract funds will result in penalties.

Penalties may include loss of loyalty points, wallet holds, visibility score reductions, suspension, or account termination.

Providers with a high rate of disputed bookings may have their tier downgraded or account suspended pending review.

We may update this Dispute Resolution Policy from time to time. Material changes will be communicated via email or in-app notification. Continued use of the platform after changes constitutes acceptance.

For questions about dispute resolution, contact us:

Email: hello@kik-konnect.com

Phone: +234 8101218869

Address: 91 Obafemi Awolowo Way, Ikeja, Lagos State, Nigeria