Dispute Resolution Policy

1. Purpose

At Nujora, we are committed to fair, transparent, and trustworthy transactions. This Dispute Resolution Policy explains how grievances between customers and Nujora, or between customers and sellers on our platform, can be submitted, reviewed, and resolved efficiently while respecting applicable Nigerian laws.

2. Scope

This policy applies to all purchases, services, and interactions conducted via Nujora’s website, mobile app, customer service, or any affiliated channels, including delivery and payment services. It covers issues such as defective products, non-delivery, damaged items, misrepresentation, or any other concerns arising from a purchase.

3. Informal Resolution First

Before initiating a formal dispute, we encourage you to contact our Customer Support:

• Email: support@nujora.com
• Provide your order reference number, a description of the problem, and any supporting documentation (photos, messages, etc.).
• We will acknowledge receipt of your complaint within 2 business days and attempt to resolve it within 7 business days.

4. Alternative Dispute Resolution Options

• Mediation: A neutral third party assists both you and the seller (or Nujora) to reach a mutually acceptable agreement.
• Online Dispute Resolution (ODR): Where feasible, disputes can be handled electronically via video conferences, messaging, or other virtual tools to reduce delays and costs.

5. Formal Dispute Process

1. Submit a Formal Dispute: Fill out the Dispute Form (available via website/app) with all required details (order number, issue description, preferred remedy—refund, replacement, etc.) and include any evidence (photos, receipts, communications).
2. Review by Nujora: Our Dispute Resolution Team will acknowledge your formal dispute within 3 business days and propose a decision or settlement within 14 business days of acknowledgment.
3. Appeal: If you disagree with the decision, you may request a review. Appeals will be reviewed by a senior or separate resolution officer, and a final internal decision will be made within 7 business days.

6. Remedies

• Full or partial refund
• Replacement of item
• Credit note or voucher
• Delivery cost reimbursement
• Any other remedy that is fair and consistent with Nujora’s policies and legal obligations

7. Legal Rights and Regulatory Bodies

Nothing in this policy limits your legal rights under Nigerian law. If you are not satisfied with the resolution, you have the right to pursue other legal options. You may approach the Federal Competition and Consumer Protection Commission (FCCPC) or take the matter to court or arbitration in accordance with applicable laws.

8. Jurisdiction and Governing Law

This policy is governed by the laws of Nigeria. Any disputes that escalate beyond Nujora’s dispute resolution processes will be handled in courts or tribunals having jurisdiction in Nujora’s registered address location or as required by applicable laws.

9. Confidentiality

All dispute proceedings, including evidence and decisions, will be treated as confidential (unless disclosure is required by law). Information will only be shared with relevant parties as needed to resolve the dispute.

10. Updates to Policy

Nujora reserves the right to update or modify this Dispute Resolution Policy at any time. Changes will be posted on our website/app, and where required by law, notified to users. The version in effect at the time a dispute is submitted will apply.

11. Contact

If you have questions about this policy or want to submit a dispute, contact:
Dispute Resolution Team
Email: support@nujora.com