Dispute Resolution Policy

1. Introduction

The Aidenna Dispute Resolution Policy (“Policy”) outlines the process for resolving conflicts between users of the Aidenna platform, including clients (“Buyers”) and service providers (“Sellers”). It ensures that disputes are handled fairly, efficiently, and transparently while maintaining the integrity of the Aidenna community.

2. Scope

This Policy applies to all transactions and interactions conducted on the Aidenna platform, including:

• a)Project delivery disputes
• b)Payment and refund issues
• c)Breach of service or quality standards
• d)Misrepresentation, misconduct, or communication-related issues

It applies in conjunction with the Escrow, Refund , Community Guidelines, and Terms of Service.

3. Guiding Principles

Aidenna’ approach to dispute resolution is based on the following principles:

• a)Fairness: Each party will have an equal opportunity to present its case.
• b)Transparency: Decisions are based on clear evidence and communications made through the platform.
• c)Efficiency: Disputes are resolved promptly to minimize business disruption.
• d)Good Faith: All parties must engage honestly and cooperatively throughout the process.

4. Internal Resolution First

Before filing a formal dispute, parties are encouraged to:

• a)Attempt direct communication through the Aidenna messaging system; and
• b)Negotiate a compromise (e.g: deadline extension).

Most disagreements are expected to be resolved at this stage without intervention.

5. Raising a Dispute

If the issue remains unresolved, a formal dispute may be raised by Sending an email to disputes@aidenna.com with project details and supporting evidence.

A valid dispute submission must include:

• a)Project title and transaction reference
• b)A summary of the issue
• c)Evidence (e.g: communications, files, screenshots, or delivery records)

Disputes must be raised within five (5) days of project delivery or payment release, whichever occurs first.

6. Investigation Process

Once a dispute is raised:

• a)The Aidenna Dispute Resolution Team (DRT) will acknowledge receipt within 48 hours.
• b)Both parties may be asked to provide further evidence or clarification.
• c)The DRT will review project history, messages, and any relevant platform data.
• d)A decision will be issued within 10 business days, except in complex cases requiring extended review.

7. Decision and Outcome

The Dispute Resolution Team may:

• a)Approve a full refund, partial refund, or payment release.
• b)Suspend or terminate accounts for verified misconduct; or
• c)Recommend further mediation or external legal action (if appropriate).

8. Escalation Beyond Aidenna

If a user is dissatisfied with the platform’s resolution, the matter may be escalated to binding arbitration in accordance with Section 9 of this Policy. However, users agree not to pursue public or social media complaints during the resolution process, as this may violate the Community Guidelines and constitute defamation of breach of contract.

9. Arbitration Clause

Any unresolved dispute arising from the use of the Aidenna platform, its policies, or transactions shall be referred to arbitration in accordance with the Arbitration and Mediation Act 2023 (Nigeria).

• a)The arbitration shall be conducted in Lagos, Nigeria, in English.
• b)The decision (award) of the arbitrator shall be final and binding.
• c)Each party shall bear its own costs, unless otherwise directed by the arbitrator.

10. Suspension of Transactions

During a pending dispute:

• a)Funds related to the disputed project will remain frozen in escrow.
• b)No withdrawal or payment release shall occur until final resolution.

11. Prohibited Conduct During Disputes

Parties must not:

• a)Harass or threaten the opposing party or any Aidenna staff.
• b)Share dispute information publicly.
• c)Submit falsified evidence or misleading statements.

12. Relationship to Other Policies

This Policy forms part of the Aidenna User Agreement and must be read together with the Terms of Service and Privacy Policy. In the event of any inconsistency, the provisions of the Terms of Service shall prevail.

13. Materials, Parts & Consumables

This section governs how materials, parts, and consumables used during a job are treated in the context of disputes and payment resolution on the Aidenna platform.

• a)Pre-Declared Materials Materials and parts that are itemised and agreed upon in the offer accepted by the client are treated as committed costs. Once a client accepts an offer that includes declared materials, those costs are binding regardless of the outcome of the workmanship element of the job.
• b)Consumables and Installed Materials Consumables that have been physically used or materials that have been installed during the course of a job are non-refundable once applied, regardless of the outcome of any dispute. This includes, but is not limited to, refrigerant gas, adhesives, sealants, pipe fittings, and any other materials that cannot reasonably be reclaimed or returned to their original state. In the event of a dispute, the cost of such consumables and installed materials shall be assessed independently of the workmanship element of the job.
• c)Separation of Materials and Workmanship in Disputes Where a dispute involves both materials and workmanship, the Dispute Resolution Team (DRT) will assess each element separately. The cost of pre-declared materials and consumables that have been used shall be treated as a non-disputable cost. The workmanship fee shall be assessed on the basis of the quality and completeness of the work performed and may be subject to full or partial refund at the discretion of the DRT.
• d)Mid-Job Additional Parts Should additional parts or materials be required after a job has commenced, the service provider must submit an order update through the platform detailing the additional items and their costs. This update must be reviewed and explicitly confirmed by the client on the platform before any additional materials are procured or used. Additional materials used without prior client confirmation through the platform are at the service provider’s own risk, and Aidenna will not compel a client to pay for materials that were not agreed upon in advance.
• e)Disputes Involving Mid-Job Order Updates Where a dispute arises in connection with additional parts or materials added during a job, the DRT will rely on the platform’s order update record as the primary source of evidence. Specifically: (a) If the client confirmed the order update on the platform, the additional materials costs are treated as agreed committed costs and are non-refundable, in accordance with sections 13.1 and 13.2 above. (b) If no platform confirmation exists, the additional materials costs will not be recoverable through the Aidenna dispute process, regardless of whether the materials were physically used.

14. Updates

Aidenna may revise this Policy periodically to reflect operational, legal, or regulatory developments. Continued use of the platform after such updates constitutes acceptance of the revised Policy.

15. Contact

For disputes, contact: disputes@aidenna.com