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

When a Client purchases a Service Package, the payment is processed securely through our payment gateway (Paystack). Funds are held as Pending Settlements until the project is marked as “Completed” by the Client.

2.2 Approval & Release

Once the Creative delivers the work and the Client clicks “Approve Delivery,” the system automatically releases the funds (minus platform fees) to the Creative's Earnings Dashboard. This triggers an immutable audit log entry for compliance.

2.3 Platform Fee

Afruniverse charges a 10% platform fee on each completed transaction. This fee is deducted at the time of fund release and is used to maintain the platform, provide support, and continuously vet creatives.

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

4.1 Full Refund

A full refund is issued if 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 issued when 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, 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

Violation of these rules may result in account suspension, withholding of funds, 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.