Platform & Dispute Policy

1. Overview

Afruniverse is committed to providing a fair, transparent, and secure marketplace for both Clients and Creatives. This policy outlines how we handle disputes, protect payments, and ensure accountability across all transactions on the platform.

2. Payment Protection

2.1 Secure Funds Handling

Job hires: Payments are processed securely through Paystack (split payments). Afruniverse provides a documented workroom for delivery, revisions, and approval; it does not hold or release job-hire funds. Service packages: Payments are processed through Paystack; project completion is recorded in the workroom. Disputes and refunds follow Afruniverse policy and applicable Paystack processes.

2.2 Approval & Release

Client Approve Delivery records completion in the workroom and closes the project on Afruniverse. For job hires, this does not release or transfer funds — Paystack handled payment allocation at checkout.

2.3 Platform Fee

The applicable Afruniverse platform fee is calculated and applied as part of payment processing, as disclosed for the relevant transaction.

3. Dispute Resolution Process

3.1 Grounds for a Dispute

Either party may raise a dispute for:

Delivered work does not match the agreed brief or package description
Missed delivery deadline without prior communication
Non-responsive Creative or Client (48+ hours of no contact)
Quality concerns that cannot be resolved through revisions
Suspected fraud or misrepresentation

3.2 How to File a Dispute

Disputes can be filed by emailing disputes@afruniverse.com with your Order ID, a description of the issue, and any supporting evidence (screenshots, files, or correspondence).

3.3 Investigation Timeline

Acknowledgement: Within 24 hours of filing

Mediation: Both parties are contacted within 48 hours

Resolution: Final decision issued within 5–7 business days

4. Refund Policy

Refunds are not automatic. Eligible refund requests are reviewed according to this policy and the documented circumstances of the project. Depending on the outcome, Afruniverse may approve a partial or full refund. Approved refunds are processed in accordance with applicable payment-provider rules and procedures.

4.1 Full Refund

A full refund may be approved where the Creative fails to deliver work within the agreed timeframe and does not communicate, or if the delivered work is substantially different from what was agreed upon and cannot be corrected.

4.2 Partial Refund

A partial refund may be approved where work has been partially delivered, or when the dispute involves scope disagreements where both parties share responsibility.

4.3 No Refund

Refunds will not be issued if the Client has already approved the delivery, the dispute is filed more than 14 days after delivery (the dispute window has closed), or the issue is outside Afruniverse's control (e.g., change of mind after receiving conforming work).

5. Creative & Client Obligations

5.1 Creatives Must:

Deliver work within the agreed timeframe
Provide revisions as specified in the Service Package
Communicate any delays promptly via the Workroom
Only claim skills and experience they genuinely possess

5.2 Clients Must:

Provide a clear and complete project brief
Respond to Creative inquiries within a reasonable timeframe
Review delivered work and either approve or request revisions
Not request services outside the purchased Package scope without additional payment

6. Prohibited Activities

The following activities are strictly prohibited on Afruniverse:

Circumventing the platform by taking transactions off-platform
Creating multiple accounts to manipulate reviews or ratings
Submitting AI-generated work without disclosure when originality is expected
Harassment, threats, or abusive behaviour towards any user
Misrepresenting identity, qualifications, or portfolio work

These rules are also stated in the Acceptable Use Policy. Violation may result in account suspension, account restrictions (including payout or withdrawal limits where applicable under policy), and/or permanent banning from the platform.

7. Governing Law

This policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising from the use of the Platform shall be subject to the exclusive jurisdiction of the courts of Lagos State.