Dispute Resolution Policy

Last Updated: January 1, 2025

1. Overview of Dispute Resolution

Our dispute resolution system is designed to address conflicts that may arise during the booking process, service delivery, or payment phases. All disputes are reviewed by our experienced admin team, who have the authority to make final binding decisions based on evidence and platform policies.

2. Types of Disputes

2.1 Service Quality Disputes

• Talent failed to meet agreed service standards
• Services not delivered as described in booking
• Professional conduct issues
• Equipment or technical failures affecting service delivery

2.2 Payment Disputes

• Non-payment or delayed payment by organizers
• Disputed charges or commission calculations
• Refund requests for cancelled or unsatisfactory services
• Payment processing errors through Paystack

2.3 Contract and Communication Disputes

• Disagreements over booking terms and conditions
• Miscommunication about event requirements
• Changes to agreed terms without mutual consent
• Cancellation disputes and associated fees

3. Dispute Initiation Process

3.1 Eligibility Requirements

• Dispute must be related to a booking made through GigSecure platform
• Initial attempt at direct resolution between parties is encouraged
• Dispute must be filed within 14 days of the event or issue occurrence
• All relevant documentation and evidence must be provided

3.2 Filing a Dispute

1. Access Dispute System: Log into your GigSecure account and navigate to the dispute section
2. Select Booking: Choose the specific booking related to your dispute
3. Dispute Category: Select the appropriate dispute type from our categories
4. Detailed Description: Provide a comprehensive explanation of the issue
5. Evidence Upload: Submit supporting documents, photos, videos, or communications
6. Submit Request: Review and submit your dispute for admin review

4. Admin Review Process

4.1 Initial Assessment

• 24-48 Hours: Admin team acknowledges dispute receipt
• Eligibility Check: Verification that dispute meets filing requirements
• Evidence Review: Initial assessment of submitted documentation
• Notification: Both parties notified of dispute initiation

4.2 Investigation Phase

• Evidence Collection: Request additional information from both parties
• Communication Review: Analysis of platform messages and booking details
• Policy Application: Evaluation against GigSecure terms and conditions
• Precedent Consideration: Review of similar past disputes and resolutions

4.3 Decision Timeline

• Simple Disputes: 3-5 business days
• Complex Disputes: 7-10 business days
• Exceptional Cases: Up to 14 business days with notification

5. Resolution Outcomes

5.1 Possible Resolutions

• Full Refund: Complete return of payment to organizer
• Partial Refund: Proportional refund based on service delivery
• Payment Release: Authorization of payment to talent
• Service Credit: Platform credit for future bookings
• Mediated Settlement: Negotiated agreement between parties
• No Action: Dispute dismissed if unfounded

5.2 Commission Adjustment

For bookings resolved through our dispute system, GigSecure reduces its commission from the standard 10% to 5%, recognizing the additional complexity and administrative effort required for resolution.

6. Appeals Process

6.1 Appeal Eligibility

• Appeals must be filed within 7 days of dispute resolution
• New evidence or significant procedural errors must be demonstrated
• Appeals are limited to one per dispute

6.2 Appeal Review

• Senior admin team reviews appeal and original decision
• Additional evidence may be requested
• Appeal decisions are final and binding
• Resolution timeline: 5-7 business days

7. Escalation to External Mediation

In exceptional circumstances involving high-value disputes or complex legal issues, parties may agree to external mediation through recognized Kenyan mediation services. Costs for external mediation are typically shared between parties.

8. Dispute Prevention

8.1 Best Practices for Organizers

• Clearly communicate event requirements and expectations
• Review talent profiles and ratings thoroughly
• Confirm all details before finalizing bookings
• Maintain professional communication throughout

8.2 Best Practices for Talent

• Provide accurate service descriptions and capabilities
• Confirm event details and requirements before accepting
• Communicate any issues or changes promptly
• Maintain professional standards and punctuality

9. Record Keeping and Privacy

All dispute records are maintained confidentially and used only for resolution purposes. Records are retained for 2 years after resolution for reference and platform improvement. Personal information is handled in accordance with ourPrivacy Policy.

10. Policy Updates

This dispute policy may be updated to improve our resolution process or comply with legal requirements. Users will be notified of significant changes, and the updated policy will apply to disputes filed after the effective date.