Dispute Resolution Policy

This Dispute Resolution Policy explains how disputes arising from transactions on the My Adz South Africa Marketplace (“Marketplace”) are managed.

My Adz South Africa (“My Adz”, “we”, “our” or “us”) operates an online marketplace that connects buyers and independent third-party sellers. While My Adz provides the platform and facilitates payments where applicable, My Adz is generally not the seller of products listed on the Marketplace.

Our goal is to provide a fair, transparent and efficient process for resolving disputes while encouraging buyers and sellers to work together in good faith.

Scope

This policy applies to disputes relating to:

  • Products purchased through the Marketplace.
  • Delivery and shipping issues.
  • Refund and return requests.
  • Damaged or defective products.
  • Incorrect items received.
  • Missing items.
  • Payment-related issues.
  • Seller performance.
  • Buyer conduct.
  • Marketplace policy violations.

This policy does not replace any rights or obligations under South African law.

Resolving Issues Directly

Before requesting assistance from My Adz, buyers and sellers should make reasonable efforts to resolve the issue directly through the Marketplace messaging system.

Many disputes can be resolved quickly through open communication.

Opening a Dispute

A dispute may be opened where:

  • A product has not been delivered.
  • A product arrives damaged.
  • The wrong item is received.
  • The item differs materially from its description.
  • An approved refund has not been processed.
  • Payment issues arise.
  • Either party believes the Marketplace policies have been breached.

Disputes should be submitted within a reasonable period after the issue is discovered.

Information Required

To investigate a dispute, My Adz may request:

  • Order number.
  • Buyer and seller details.
  • Description of the issue.
  • Marketplace messages.
  • Photographs or videos.
  • Courier tracking information.
  • Delivery confirmation.
  • Payment records.
  • Any other relevant supporting evidence.

Failure to provide requested information may affect the outcome of the dispute.

Marketplace Review

Upon receiving a dispute, My Adz may:

  • Review all available evidence.
  • Request additional information.
  • Contact the buyer and seller.
  • Review Marketplace communications.
  • Review payment and shipping records.
  • Consult applicable Marketplace policies.

My Adz aims to conduct reviews impartially and in good faith.

Possible Outcomes

Following its review, My Adz may determine that:

  • The buyer is entitled to a refund.
  • The seller should replace the product.
  • The seller should repair the product where appropriate.
  • The buyer should return the item.
  • The dispute should be resolved through partial compensation.
  • No further Marketplace action is required.
  • Additional investigation is necessary.

The outcome will depend on the evidence available and the applicable Marketplace policies.

Marketplace Decisions

Where My Adz is asked to facilitate a dispute, our decision will be based on:

  • The evidence provided.
  • Marketplace policies.
  • Communications between the parties.
  • Applicable South African legislation.
  • Payment provider requirements where relevant.

Where permitted by law, Marketplace decisions relating to platform administration and payment facilitation will be final.

Seller Responsibilities

During a dispute, sellers must:

  • Respond promptly to communications.
  • Cooperate with investigations.
  • Provide requested documentation.
  • Honour approved resolutions.
  • Process refunds or replacements where required.

Failure to cooperate may result in Marketplace enforcement action.

Buyer Responsibilities

During a dispute, buyers must:

  • Provide truthful information.
  • Respond to requests for additional evidence.
  • Retain products where requested.
  • Return products where required.
  • Avoid making fraudulent or misleading claims.

Abuse of the dispute process may result in Marketplace restrictions.

Fraudulent Claims

My Adz has zero tolerance for fraudulent disputes.

Examples include:

  • Claiming an item was not received when delivery has been confirmed.
  • Returning a different product.
  • Damaging a product after delivery and claiming it arrived damaged.
  • Submitting altered photographs.
  • Providing false information.

Fraudulent conduct may result in account suspension, cancellation of payouts, permanent removal from the Marketplace and, where appropriate, referral to the relevant authorities.

Chargebacks

Where a buyer initiates a chargeback through their bank or payment provider:

  • The dispute may be managed in accordance with the payment provider’s procedures.
  • My Adz may temporarily suspend the seller’s payout while the chargeback is investigated.
  • Sellers agree to provide any documentation reasonably required to contest or resolve the chargeback.

Chargebacks may affect the timing of refunds or payouts.

Escalation

If a dispute cannot be resolved through the normal Marketplace process, My Adz may:

  • Request further evidence.
  • Escalate the matter for senior review.
  • Seek clarification from payment providers or courier companies where appropriate.
  • Take any other reasonable steps to facilitate a fair outcome.

Nothing in this policy prevents a party from exercising any legal rights available under applicable law.

Account Action

Where a dispute reveals a breach of Marketplace policies, My Adz may:

  • Remove listings.
  • Suspend Marketplace privileges.
  • Delay or withhold payouts where legally permitted.
  • Restrict account functionality.
  • Permanently terminate accounts.
  • Report unlawful conduct to relevant authorities.

Repeated disputes caused by the same user may result in additional monitoring or enforcement action.

Record Keeping

My Adz may retain records relating to disputes, including communications and supporting documentation, for legal, security, fraud prevention and operational purposes, in accordance with our Privacy Policy and applicable legislation.

Limitation of Liability

My Adz acts as a facilitator of Marketplace transactions and dispute resolution. While we aim to assist buyers and sellers in reaching a fair outcome, My Adz does not guarantee that every dispute will be resolved to the satisfaction of all parties.

To the fullest extent permitted by law, My Adz shall not be liable for indirect, incidental or consequential losses arising from disputes between Marketplace users.

Changes to this Policy

My Adz South Africa may amend this Dispute Resolution Policy from time to time. Updated versions will be published on the Marketplace, and continued use of the platform constitutes acceptance of the revised policy.