Dispute Resolution Policy

1 Purpose

The purpose of this policy is to ensure fair, transparent, and efficient resolution of disputes arising from services, payments, or conduct between Users while protecting the integrity of the Konetos escrow system.

2 When a Dispute Can Be Raised

A dispute may be initiated under the following conditions:

• Non-delivery of agreed services
• Substandard or incomplete work
• Failure to meet agreed timelines
• Misrepresentation of services
• Payment-related disagreements
• Breach of platform policies

3 Dispute Initiation Process

• The Client or Artisan must submit a dispute through the Konetos platform
• The dispute must include:
  • Clear description of the issue
  • Supporting evidence (photos, messages, documents, etc.)
• Once submitted, the transaction status is automatically placed on "DISPUTE HOLD"

4 Dispute Hold Effect

When a dispute is active:

5 Investigation Process

Konetos will review:

• Communication between parties
• Project agreements and scope
• On-site verification reports (if applicable)
• Submitted evidence from both parties

6 Resolution Timeline

Konetos may issue one or more of the following decisions:

8 Fraudulent or False Claims

If a User is found to have:

• Submitted false evidence
• Misrepresented facts
• Attempted to exploit the dispute system

9 Escalation

If either party is dissatisfied with the outcome:

• The matter may be escalated to arbitration under Konetos Terms
• Arbitration will follow the governing jurisdiction (Nigeria or South Africa)

10 Anti-Circumvention During Disputes

Users are strictly prohibited from:

• Resolving disputes privately outside the platform
• Withdrawing or manipulating agreements to bypass Konetos
• Continuing off-platform transactions during dispute resolution

11 Good Faith Requirement

All Users are required to:

• Act honestly and reasonably
• Provide accurate information
• Cooperate fully with Konetos investigations

12 Final Decision

Konetos acts as a neutral intermediary. All final dispute decisions made by Konetos are binding on both parties.