Last updated: [TODO: date]

This policy explains how refunds and disputes are handled between Members on Wakeeza.com when a product, service, or job doesn't go as agreed.

1. When You Can Raise a Dispute

• A product delivered is materially different from, or not as described in, the listing.
• A service or job was not performed, or was performed to a standard materially below what was agreed.
• A provider or seller failed to deliver within the agreed timeframe without reasonable explanation.
• You suspect fraudulent or misleading conduct by the other party.

Disputes must be raised through the Platform before funds are released from escrow (see our Escrow & Payment Terms for the confirmation window). Disputes raised after funds have already been released will be handled on a best-effort basis only and may require you to pursue the matter directly with the other Member.

2. How to File a Dispute

1. Open the relevant order/job from your dashboard and select "Raise a Dispute".
2. Describe the issue and upload supporting evidence (photos, messages, delivery records).
3. The counterparty is notified and given an opportunity to respond within [TODO: X days].
4. If the parties cannot resolve the matter through the in-platform messaging system, Wakeeza.com will review the case as set out below.

3. Escrow Hold During a Dispute

Once a dispute is raised, the related funds remain held in escrow and will not be released to either party until the dispute is resolved, either by mutual agreement or by our review under this policy.

4. Our Review Process

Where the parties cannot agree, Wakeeza.com may review the evidence submitted by both sides and make a determination. Possible outcomes include: full refund to the client, partial refund with the remainder released to the provider/seller, full release to the provider/seller, or a requirement that the service be completed or the item be returned/replaced. We aim to issue a determination within [TODO: X business days] of receiving all evidence. Our review is an internal facilitation process and does not replace or limit your statutory rights, including rights under the Consumer Protection Act, 68 of 2008, or your right to approach the National Consumer Commission, the Consumer Goods and Services Ombud, or a court.

5. Non-Refundable Circumstances

• Change of mind after a service has already been performed or a job already completed as agreed.
• Disputes raised after the confirmation window has lapsed and funds already released, except where fraud is later established.
• Platform fees, which are generally non-refundable once a transaction has proceeded.
• Losses arising from arrangements made outside the Platform in breach of our Terms of Service.

6. Chargebacks

Please use the Platform's dispute process rather than initiating a chargeback with your bank or card provider while a matter is unresolved. Unauthorised chargebacks may result in account suspension pending investigation and may affect your ability to use escrow protection in future.

7. Appeals

If you disagree with a determination, you may request a review by emailing support@wakeeza.com with additional evidence within [TODO: X days] of the decision.

8. Contact

Dispute and refund queries: support@wakeeza.com.