Dispute Resolution Policy

1 Scope & Purpose

This Dispute Resolution Policy ("Policy") forms an integral part of the Terms of Service between TRIFIX ARTISAN NETWORK LTD ("Trifix," "we," "us") and Users of the Platform. It outlines the process by which Trifix facilitates the resolution of disagreements between Clients and Artisans concerning the quality, completion, or scope of services booked through the Platform.

TRIFIX IS NOT A PARTY TO ANY DISPUTE BETWEEN CLIENT AND ARTISAN. WE DO NOT PROVIDE LEGAL ADVICE, MEDIATION, OR ARBITRATION SERVICES.

CRITICAL LIMITATION: Trifix's role is strictly limited to (i) providing a Platform for communication and booking; (ii) facilitating the holding of funds in Escrow through licensed third-party payment processors; and (iii) reviewing Platform‑generated evidence to instruct the release of Escrow funds in accordance with this Policy. Trifix does not, and shall not be obligated to, pay any money, compensation, damages, or costs to any User arising from any dispute. Trifix's maximum financial exposure in any dispute is limited to the amount of Trifix's service fee collected for the specific job in question.

2 Eligibility & Timing

A dispute may be initiated by either a Client or an Artisan exclusively through the designated functionality within the Platform. The following conditions must be strictly met:

Timeliness: The dispute must be reported within forty-eight (48) hours of the job completion timestamp recorded on the Platform, or within 48 hours of an Artisan's failure to appear for a scheduled job. Disputes raised outside this window will not be considered, and Escrow funds will be released in accordance with the standard completion protocol.
Good Faith Basis: Disputes must be raised in good faith based on a genuine disagreement regarding service delivery. Frivolous, vexatious, or repetitive disputes may result in account suspension or termination at Trifix's sole discretion.
Platform-Only Transactions: Only jobs booked and paid for through the Trifix Platform are eligible for this dispute process. Any off-platform arrangements, cash payments, or circumvention attempts void all protections under this Policy.

3 Evidence & Review Standard

Trifix's review is based exclusively on evidence generated and retained within the Trifix Platform ecosystem. The following categories of evidence shall be considered:

In-App Chat Logs: All text messages, images, and files exchanged between Client and Artisan using the Platform's messaging system.
Job Details & Scope of Work: The description, specifications, and acceptance criteria agreed upon at the time of booking.
System Timestamps: Records of job acceptance, arrival confirmation, and completion code entry attempts.
Dispute-Specific Uploads: Photographs, videos, or documents uploaded by either party through the formal dispute submission interface.

Trifix may, in its absolute discretion, disregard evidence that is not verifiable, appears to have been tampered with, is submitted outside the designated process, or originates from external communication channels (e.g., WhatsApp, SMS, phone calls). Trifix is under no obligation to conduct independent investigations, site visits, or expert assessments.

The standard of review is reasonable assessment based on the preponderance of available Platform evidence. Trifix's determination is final and binding solely with respect to the disposition of the Escrow funds held for that specific job.

4 Possible Escrow Release Outcomes

Based on the evidence reviewed, Trifix will instruct the payment processor to release the Escrow funds in one of the following manners:

Full Release to Artisan

Where evidence demonstrates that the Artisan substantially completed the agreed scope of work in a professional manner and the Client is unreasonably withholding the completion code.

Full Refund to Client

Where evidence demonstrates that no work was performed, the Artisan abandoned the job without justification, or the work performed is fundamentally unusable and fails to meet the agreed scope.

Partial Release (Split)

The most common outcome. The Artisan is compensated for work actually performed, time reasonably expended, or materials procured with receipts. The remaining balance is refunded to the Client.

Referral to External Mediation (Disputes > ₦150,000)

For disputes where the Escrow amount exceeds One Hundred and Fifty Thousand Naira (₦150,000), Trifix may, at its sole discretion, refrain from making a binding internal determination and instead refer the parties to an independent mediation centre in Uyo, Akwa Ibom State. The costs of such mediation shall be borne equally by the Client and Artisan, and Trifix shall have no financial responsibility whatsoever.

Trifix does not award consequential damages, compensation for inconvenience, or any sums beyond the Escrow funds held for the specific job. Any claims for additional damages must be pursued directly between the Client and Artisan outside the Platform.

5 Binding Nature & Waiver of Legal Recourse (Disputes ≤ ₦150,000)

For any dispute where the total Escrow amount is One Hundred and Fifty Thousand Naira (₦150,000) or less, both Client and Artisan expressly and irrevocably agree that Trifix's determination regarding the disposition of Escrow funds shall be final and binding. By using the Platform, you waive any right to challenge such determination in any court of law, tribunal, or other dispute resolution forum, except on grounds of manifest error or fraud.

This provision is a material inducement for Trifix to provide the Platform and Escrow facilitation services. You acknowledge that Trifix relies on this waiver to maintain operational efficiency and to avoid the costs and burdens of formal litigation for small-value disputes.

Nothing in this Policy shall be construed to limit either party's right to pursue independent legal claims against the other party in a court of competent jurisdiction. However, Trifix shall not be joined as a party to any such litigation, and the disposition of Escrow funds by Trifix shall not be subject to reversal or adjustment by such court except where Trifix is found to have acted in bad faith or with gross negligence.

6 Limitation of Liability & Indemnification

READ CAREFULLY — THIS SECTION LIMITS TRIFIX'S LIABILITY TO YOU

To the fullest extent permitted by applicable Nigerian law:

No Financial Liability: Trifix shall not be liable to any User for any direct, indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of business, loss of goodwill, or costs of substitute services, arising out of or in connection with any dispute, regardless of the outcome of the dispute resolution process.
Cap on Liability: In the unlikely event that a court of competent jurisdiction finds Trifix liable for any claim arising from a dispute, Trifix's total aggregate liability shall not exceed the amount of the Trifix service fee actually paid by the disputing User (or deducted from the Artisan's payout) for the specific job in question.
Indemnification: You agree to indemnify, defend, and hold harmless Trifix, its affiliates, officers, directors, employees, and agents from and against any and all claims, demands, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to (a) any dispute you have with another User; (b) any claim that Trifix's dispute determination was incorrect, unfair, or caused you loss; or (c) your violation of this Policy or the Terms of Service.
No Warranty of Outcome: Trifix does not guarantee that the dispute resolution process will result in an outcome favorable to any particular party. Trifix exercises its discretion in good faith based on available evidence but makes no warranty as to the accuracy or completeness of such evidence.

7 Disputes Exceeding ₦150,000

For disputes involving Escrow amounts greater than One Hundred and Fifty Thousand Naira (₦150,000), the following process shall apply:

Initial Review: Trifix will conduct the same evidence review as described in Section 3 and may issue a non-binding recommendation to the parties.
Good Faith Negotiation: The parties shall attempt in good faith to resolve the dispute within seven (7) calendar days of Trifix's recommendation.
Referral to External Mediation: If negotiation fails, either party may request that Trifix refer the matter to an independent mediation centre located in Uyo, Akwa Ibom State. The parties shall share equally the costs of such mediation, including mediator fees and administrative charges.
Escrow Hold: Escrow funds shall remain frozen pending the outcome of mediation or, if mediation is unsuccessful, pending a court order from a court of competent jurisdiction. Trifix will release Escrow funds strictly in accordance with a written settlement agreement signed by both parties or a final, non-appealable court order.

Trifix shall not advance any funds or pay any mediation costs on behalf of any User. Failure by a User to pay their share of mediation costs within the timeframe specified by the mediation centre shall be deemed a waiver of their claim to the Escrow funds, and Trifix may release the full amount to the other party.

8 Abuse of Dispute Process

Trifix reserves the right to take appropriate action against any User who, in Trifix's sole judgment, abuses the dispute resolution process. Such abuse includes, but is not limited to:

Filing multiple disputes without reasonable basis;
Knowingly submitting false or misleading evidence;
Using the dispute process to harass, intimidate, or delay payment to another User;
Attempting to manipulate or coerce Trifix staff regarding a dispute outcome.

Consequences for abuse may include, without limitation: temporary suspension of dispute privileges, permanent account termination, forfeiture of any pending Escrow funds to the non-abusing party, and reporting to appropriate law enforcement or regulatory authorities.

9 Governing Law & Jurisdiction

This Policy, and any dispute arising out of or in connection with it (whether contractual or non-contractual), shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Subject to the binding internal process for disputes ≤ ₦150,000 as set forth in Section 5, any legal action or proceeding arising out of or relating to this Policy shall be instituted exclusively in the courts of Akwa Ibom State, Nigeria, or the Federal High Court of Nigeria (whichever has competent jurisdiction). You irrevocably submit to the jurisdiction of such courts and waive any objection based on improper venue or forum non conveniens.

10 How to Initiate a Dispute

To formally raise a dispute, you must follow the prescribed Platform procedure:

Log in to your Trifix account via the mobile app or website.
Navigate to "My Jobs" or "Bookings" and select the specific job in question.
Tap or click "Report a Problem" or "Raise Dispute."
Select the appropriate reason from the dropdown menu.
Provide a detailed, factual description of the issue in the text box provided.
Upload any relevant photographic or video evidence using the designated upload function.
Submit the dispute form.

Note: Disputes submitted via email, phone call, social media, or any channel other than the formal in-app dispute function will not be processed and will not stop the release of Escrow funds.