# BUYER & SELLER DISPUTE RESOLUTION POLICY *Last updated: Sept 2026* ## 1. PURPOSE This Policy explains how Sotibuy handles complaints, claims and disputes arising from transactions conducted through the Sotibuy marketplace. Sotibuy operates as the marketplace platform through which Buyers purchase Products from participating Sellers. Buyers and Sellers are not ordinarily required to communicate or deal directly with one another. Sotibuy manages the transaction process and serves as the primary point of contact for Buyers and Sellers concerning Orders, Products, payments, delivery, returns, refunds and related complaints. ## 2. SOTIBUY AS THE PRIMARY POINT OF CONTACT For transactions conducted through Sotibuy, Buyers should direct their Order-related concerns to Sotibuy. Sellers should also direct transaction-related concerns to Sotibuy. Sotibuy will communicate with the relevant party where information, clarification or action is required. Unless specifically authorized by Sotibuy, Buyers and Sellers should not be required to contact or negotiate directly with one another. ## 3. BUYER AND SELLER INFORMATION Sotibuy will seek to protect the privacy of Buyers and Sellers. Sotibuy will not ordinarily disclose a Buyer's personal contact information to a Seller or a Seller's personal contact information to a Buyer except where reasonably necessary, authorized by the relevant party, required for the operation of the service, or required or permitted by applicable law. Sotibuy may use the information necessary to fulfil an Order, including information required by its logistics and delivery operations. ## 4. WHAT CONSTITUTES A DISPUTE A dispute or complaint may involve: - Product quality. - Product condition. - Product description. - Product authenticity. - Wrong Product. - Missing Product or component. - Damaged Product. - Delivery. - Pickup. - Return. - Refund. - Cancellation. - Payment. - Seller settlement. - Other matters relating to an Order. ## 5. HOW BUYERS REPORT ISSUES A Buyer who has an issue with an Order should report it directly to Sotibuy through the available customer-support or dispute-resolution channel. The Buyer should provide the Order number and relevant information concerning the complaint. Sotibuy will review the complaint and determine the appropriate next step. ## 6. HOW SELLERS REPORT ISSUES A Seller who has a concern regarding an Order, return, refund, payment, settlement, Product or Buyer-related issue should report it directly to Sotibuy through the applicable Seller support channel. The Seller should provide the relevant Order information and supporting evidence where requested. ## 7. SOTIBUY INVESTIGATION When a complaint requires investigation, Sotibuy may independently review the transaction. Sotibuy may obtain information from the Buyer, Seller, logistics provider, payment provider or other relevant source. The parties are not required to communicate directly with each other unless Sotibuy determines that direct communication is reasonably necessary and appropriate. ## 8. EVIDENCE Sotibuy may consider available evidence, including: - Order records. - Product listing information. - Product photographs. - Product videos. - Payment records. - Delivery records. - Tracking information. - Pickup records. - OTP verification. - Communication records. - Return records. - Product inspection. - Seller documentation. - Supplier or authenticity documentation. - Other relevant information. ## 9. BUYER COMPLAINTS Where a Buyer reports a Product or Order problem, Sotibuy may investigate the complaint and determine the appropriate resolution. The Buyer may be asked to provide reasonable evidence, particularly where the nature of the complaint cannot be established from Sotibuy's existing records. ## 10. SELLER RESPONSE Where a complaint relates to a Seller's Product or fulfilment, Sotibuy may contact the Seller privately to obtain clarification or supporting documentation. The Seller must cooperate reasonably with Sotibuy's investigation. ## 11. PRODUCT NOT AS DESCRIBED Where a Buyer reports that a Product materially differs from its Sotibuy listing, Sotibuy may investigate the listing, Product supplied and available evidence. Where the complaint is substantiated, Sotibuy may provide an appropriate remedy under its applicable policies. ## 12. WRONG PRODUCT Where a Buyer receives a Product different from the Product ordered, Sotibuy may arrange an appropriate remedy, which may include: - Replacement. - Return. - Refund. - Other appropriate resolution. Where the error resulted from the Seller, applicable costs may be recovered from the Seller in accordance with the Seller Agreement and applicable law. ## 13. DAMAGED PRODUCT Where a Buyer receives a damaged Product, Sotibuy may investigate the condition of the Product at collection, packaging, transportation and delivery. Sotibuy may request photographs, videos or other evidence. The responsibility for the damage will be assessed based on the available evidence and applicable Sotibuy policies. ## 14. COUNTERFEIT OR AUTHENTICITY COMPLAINTS Where a Buyer reports that a Product may be counterfeit or otherwise unlawfully represented, Sotibuy may investigate. Sotibuy may request authenticity documentation, invoices, supplier information or other reasonable evidence from the Seller. Sotibuy may remove or restrict the Product while an investigation is ongoing where reasonably necessary. ## 15. DELIVERY DISPUTES Where a Buyer claims that an Order was not delivered, Sotibuy may investigate its logistics records. This may include: - Tracking information. - Delivery confirmation. - OTP records. - GPS or location information where lawfully available. - Delivery photographs. - Communication records. - Rider or logistics records. - Other relevant information. ## 16. PICKUP DISPUTES Where a Buyer disputes the collection of a Pickup Order, Sotibuy may review: - Pickup records. - Pickup code or OTP. - Identification or verification records. - Collection time. - Collection location. - Other available evidence. ## 17. RETURN DISPUTES Where a Buyer requests a return, Sotibuy will assess the request according to its Returns, Refunds & Cancellations Policy. The Seller will not ordinarily communicate directly with the Buyer concerning the return. Sotibuy may communicate with the Seller regarding the Product and determine the appropriate next step. ## 18. REFUND DECISIONS Where a refund is approved, Sotibuy will process the refund in accordance with its applicable refund procedures. Where the refund results from a Seller-related issue, Sotibuy may make the appropriate adjustment to the Seller's settlement in accordance with the Seller Agreement and applicable policies. ## 19. SELLER SETTLEMENT DISPUTES A Seller who believes that a settlement amount is incorrect must contact Sotibuy. Sotibuy may review: - Order value. - Sotibuy commission. - Approved refunds. - Cancellations. - Applicable adjustments. - Other relevant transaction records. Where an error is identified, Sotibuy will make the appropriate correction. ## 20. TEMPORARY HOLD ON SELLER SETTLEMENT Where reasonably necessary to investigate a serious complaint, refund claim, suspected fraud, counterfeit allegation or other material transaction issue, Sotibuy may temporarily delay the affected Seller settlement to the extent permitted by the Seller Agreement and applicable law. Sotibuy will seek to resolve the matter within a reasonable period. 21. SOTIBUY'S MARKETPLACE DECISION After reviewing the available information, Sotibuy may determine the appropriate marketplace resolution. This may include: - No further action. - Return. - Replacement. - Refund. - Partial refund where appropriate. - Order cancellation. - Seller settlement adjustment. - Product removal. - Seller warning. - Seller restriction. - Account restriction. - Other appropriate marketplace action. ## 22. BASIS FOR DECISION Sotibuy will seek to make decisions based on: - Available evidence. - Applicable Sotibuy policies. - Transaction records. - Circumstances of the case. - Applicable Nigerian law. Sotibuy will seek to handle complaints fairly and consistently. ## 23. SOTIBUY IS THE INTERMEDIARY For marketplace administration purposes, Sotibuy may communicate separately with the Buyer and Seller and make the necessary arrangements to resolve a transaction issue. A Buyer or Seller does not ordinarily need to negotiate directly with the other party. This arrangement is intended to provide a simpler, safer and more controlled marketplace experience. ## 24. BUYER RESPONSIBILITIES Buyers must: - Provide truthful information. - Report genuine complaints. - Provide reasonable evidence when requested. - Follow Sotibuy's return instructions. - Avoid fraudulent or abusive claims. - Cooperate with reasonable investigations. ## 25. SELLER RESPONSIBILITIES Sellers must: - Provide truthful information. - Maintain accurate Product records. - Provide supporting documentation when reasonably requested. - Cooperate with Sotibuy investigations. - Comply with approved returns, refunds and other applicable marketplace decisions. ## 26. FRAUDULENT CLAIMS Sotibuy may take action where a Buyer or Seller deliberately provides false information or submits a fraudulent claim. Examples include: - False non-delivery claims. - False damage claims. - False counterfeit claims. - False return claims. - Manipulated photographs or videos. - Fake evidence. - Fraudulent payment claims. - Other deceptive conduct. ## 27. PROTECTION AGAINST ABUSE Sotibuy will not permit the dispute-resolution system to be used to: - Obtain Products without legitimate payment. - Obtain fraudulent refunds. - Extort Sellers. - Intimidate Buyers. - Manipulate Seller settlements. - Damage another user's account through false claims. - Circumvent Sotibuy's marketplace rules. ## 28. APPEALS Where an appeal process is available, a Buyer or Seller may request a review of a dispute decision. The requesting party should provide relevant new information or explain why the original decision should be reconsidered. ## 29. APPEAL REVIEW Sotibuy may review the original decision and any additional information provided. An appeal does not guarantee that the original decision will be changed. ## 30. DISPUTES INVOLVING LOGISTICS Where a dispute involves Sotibuy's logistics or delivery operation, Sotibuy may investigate its own logistics records and the conduct of any logistics provider involved. The applicable Delivery & Logistics Policy will also apply. ## 31. DISPUTES INVOLVING THIRD-PARTY SERVICE PROVIDERS Where a transaction involves a payment provider, logistics provider or other service provider, Sotibuy may obtain relevant information from that provider where reasonably necessary and legally permitted. ## 32. LEGAL RIGHTS Nothing in this Policy removes or limits any mandatory legal rights available to a Buyer or Seller under Nigerian law. Sotibuy's internal dispute process is intended to provide an efficient marketplace resolution and does not prevent a person from exercising a lawful right or remedy. ## 33. REPORTING SERIOUS OR UNLAWFUL CONDUCT Where Sotibuy reasonably suspects fraud, theft, counterfeit activity or other serious unlawful conduct, Sotibuy may take appropriate action, including reporting or cooperating with relevant authorities where required or permitted by law. ## 34. CONFIDENTIALITY Sotibuy will handle dispute information in accordance with its Privacy Policy and applicable law. Information may be shared where reasonably necessary to investigate a complaint, operate the marketplace, protect users, process an Order or comply with legal obligations. ## 35. DISPUTE RESOLUTION AND SELLER ACCOUNT ACTION A dispute may result in action against a Seller where the evidence indicates a violation of the Seller Agreement, Seller Code of Conduct or another Sotibuy policy. Possible action may include: - Warning. - Product removal. - Listing restriction. - Settlement adjustment. - Temporary suspension. - Account suspension. - Termination of the Seller relationship. ## 36. DISPUTE RESOLUTION AND BUYER ACCOUNT ACTION Sotibuy may also take appropriate action against a Buyer who repeatedly abuses the marketplace or dispute process. This may include: - Warning. - Order restrictions. - Refund restrictions where legally permissible. - Account restrictions. - Account suspension. - Account termination. ## 37. TIME FOR RESOLUTION Sotibuy will seek to resolve complaints and disputes within a reasonable period. The time required may depend on: - Complexity of the matter. - Availability of evidence. - Product inspection. - Logistics investigation. - Seller response. - Payment-provider processes. - Other relevant circumstances. ## 38. POLICY RELATIONSHIP This Policy should be read together with: - Sotibuy Buyer Terms & Conditions. - Sotibuy Seller Agreement. - Sotibuy Returns, Refunds & Cancellations Policy. - Sotibuy Delivery & Logistics Policy. - Sotibuy Seller Code of Conduct. - Sotibuy Prohibited & Restricted Products Policy. - Sotibuy Privacy Policy. ## 39. POLICY CHANGES Sotibuy may update this Policy as its marketplace develops or applicable legal and operational requirements change. Material changes will be communicated appropriately. ## 40. GOVERNING LAW This Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria, subject to applicable mandatory legal rights. ## 41. ACCEPTANCE By using Sotibuy, placing an Order, registering as a Seller or otherwise participating in the Sotibuy marketplace, the applicable user acknowledges and agrees to the provisions of this Buyer & Seller Dispute Resolution Policy that apply to them. [28.08.26, 11:40:02] Mr Innocent Sotibuy: ## 1. PURPOSE This Delivery & Logistics Policy explains how Sotibuy manages and coordinates the collection, transportation, pickup and delivery of Products purchased through the Sotibuy marketplace. Sotibuy is responsible for coordinating the fulfilment experience between Buyers and Sellers. Buyers and Sellers ordinarily do not deal directly with one another concerning delivery or fulfilment. The purpose of this Policy is to provide a clear, reliable and organized delivery system for Sotibuy users. 2. SOTIBUY'S LOGISTICS MODEL Sotibuy manages or coordinates the logistics process for Orders placed through its marketplace. Depending on the location, Product and operational requirements, Sotibuy may use: - Sotibuy delivery personnel. - Sotibuy Logistics. - Independent riders. - Courier companies. - Third-party logistics providers. - Designated pickup locations. - Other approved logistics arrangements. Sotibuy may change or combine logistics arrangements as necessary to provide efficient service. ## 3. AVAILABLE FULFILMENT OPTIONS Sotibuy may provide Buyers with two primary fulfilment options: A. PICKUP The Buyer collects the Order from a designated Sotibuy pickup location or other approved pickup point. B. HOME/OFFICE DELIVERY Sotibuy delivers the Order to the residential, office, business or other approved address provided by the Buyer. ## 4. PICKUP OPTION Where Pickup is available, the Buyer may select Pickup during the Order process. Sotibuy will arrange for the Order to be collected from the Seller and transported to the designated pickup location. The Buyer will receive the relevant pickup information and collection instructions from Sotibuy. ## 5. PICKUP FEE Pickup will ordinarily attract a lower fulfilment fee than Home/Office Delivery. The applicable Pickup Fee will be displayed to the Buyer before the Order is completed. Pickup fees may vary depending on: - Pickup location. - Distance. - Product size. - Product weight. - Number of Products. - Logistics requirements. - Other reasonable operational factors. 6. HOME/OFFICE DELIVERY Where Home/Office Delivery is selected, Sotibuy will arrange delivery of the Order to the address provided by the Buyer. The delivery address may be: - Residential. - Office. - Business premises. - Other approved location. The applicable delivery fee will ordinarily be displayed before the Order is completed. ## 7. DELIVERY FEES The Buyer ordinarily pays the applicable Pickup Fee or Home/Office Delivery Fee. The applicable fee is separate from the Product price. Sotibuy may review and adjust delivery fees based on changes in fuel costs, distance, logistics costs, operating conditions, service coverage and other relevant factors. ## 8. DELIVERY FEE DISCLOSURE Where reasonably practicable, the applicable fulfilment or delivery fee will be displayed to the Buyer before the Order is completed. The Buyer will have an opportunity to review the applicable fee before confirming the purchase. 9. SELLER'S LOGISTICS RESPONSIBILITY The Seller is not ordinarily responsible for delivering Products to the Buyer. The Seller's logistics responsibilities are limited primarily to: - Preparing the correct Product. - Ensuring the Order is complete. - Packaging the Product appropriately. - Making the Order available for collection. - Providing accurate collection information. - Cooperating with Sotibuy's collection process. ## 10. ORDER COLLECTION FROM SELLER After an Order is confirmed, Sotibuy or its designated logistics provider will arrange collection of the Order from the Seller. The Seller must make the Order available within the applicable preparation period communicated by Sotibuy. ## 11. SELLER HANDOVER The Seller must hand the Order to an authorized Sotibuy representative or designated logistics provider. The Seller must not knowingly hand the Order to an unauthorized person claiming to represent Sotibuy. ## 12. SELLER PREPARATION TIME Sellers must prepare confirmed Orders within the applicable preparation period communicated by Sotibuy. Orders must be: - Correct. - Complete. - Properly packaged. - Clearly identifiable. - Ready for collection. ## 13. SELLER PACKAGING The Seller is responsible for appropriately packaging Products before collection. Packaging must reasonably protect the Product during transportation. Sotibuy may establish additional packaging requirements for specific Product categories. ## 14. PACKAGING-RELATED DAMAGE Where Product damage is caused by inadequate Seller packaging, the Seller may be responsible for the resulting loss, return, replacement or other remedy in accordance with the Seller Agreement and applicable law. Where damage occurs after proper collection as a result of handling by Sotibuy or its designated logistics provider, Sotibuy will investigate the matter and determine the appropriate resolution in accordance with applicable policies and law. ## 15. BUYER DELIVERY INFORMATION The Buyer is responsible for providing accurate and complete delivery information. For Home/Office Delivery, the Buyer should provide: - Full delivery address. - Area. - City. - State. - Active telephone number. - Landmark or useful directions. - Other information reasonably required for delivery. ## 16. BUYER COMMUNICATION WITH SOTIBUY The Buyer will ordinarily communicate with Sotibuy concerning the Order and its delivery. Sotibuy may contact the Buyer regarding: - Delivery arrangements. - Address confirmation. - Delivery attempts. - Pickup. - Order status. - Delivery problems. - Returns. - Other fulfilment matters. Where a logistics provider needs to contact the Buyer for operational reasons, such communication may occur through or on behalf of Sotibuy. ## 17. SELLER COMMUNICATION WITH SOTIBUY The Seller will ordinarily communicate with Sotibuy concerning: - Order preparation. - Collection. - Packaging. - Delivery issues. - Returns. - Other logistics matters. The Seller does not ordinarily need to communicate directly with the Buyer. ## 18. PROTECTION OF CONTACT INFORMATION Sotibuy will seek to protect the personal information and contact details of Buyers and Sellers. Buyers and Sellers should not use Sotibuy transactions to obtain or exchange each other's personal contact information for unauthorized purposes. Sotibuy may disclose or use information where reasonably necessary to fulfil an Order, provide logistics services, prevent fraud, comply with legal obligations or operate the marketplace. ## 19. PICKUP INFORMATION For Pickup Orders, Sotibuy will provide the Buyer with the applicable: - Pickup location. - Pickup instructions. - Collection period. - Order number. - Pickup code or OTP where applicable. - Other verification requirements. ## 20. PICKUP COLLECTION PERIOD The Buyer must collect a Pickup Order within the collection period communicated by Sotibuy. Where the Buyer does not collect the Order within the applicable period, Sotibuy may: - Contact the Buyer. - Extend the collection period where practicable. - Move the Order to another designated location. - Return the Order to the Seller. - Cancel the Order where appropriate. Additional logistics charges may apply where reasonably justified, disclosed and permitted by law. ## 21. PICKUP VERIFICATION Sotibuy may require reasonable verification before releasing a Pickup Order. This may include: - Order number. - OTP. - Pickup code. - Telephone number. - Identification. - Other reasonable verification. ## 22. AUTHORIZED PICKUP PERSON Where permitted, a Buyer may authorize another person to collect an Order on their behalf. Sotibuy may require appropriate authorization or verification before releasing the Order. 23. HOME/OFFICE DELIVERY ATTEMPTS Sotibuy or its designated logistics provider may make reasonable attempts to deliver an Order. The Buyer should remain available and respond to reasonable delivery communications. 24. FAILED HOME/OFFICE DELIVERY A delivery may be unsuccessful where: - The Buyer is unavailable. - The address is incorrect or incomplete. - The telephone number is unreachable. - The Buyer refuses to receive the Order without a legitimate reason. - The location cannot reasonably be identified. - Access to the location is unavailable. - Other circumstances prevent delivery. ## 25. ADDITIONAL DELIVERY ATTEMPT Where reasonably practicable, Sotibuy may arrange another delivery attempt. The number of attempts may depend on: - Location. - Product. - Logistics availability. - Reason for the failed attempt. - Other operational circumstances. ## 26. BUYER-CAUSED DELIVERY FAILURE Where delivery failure is caused by inaccurate information, unavailability or another avoidable action or omission by the Buyer, Sotibuy may: - Arrange another delivery attempt. - Redirect the Order to an available pickup location. - Return the Order to a designated location. - Return the Order to the Seller. - Cancel the Order where appropriate. A reasonable additional logistics fee may apply where disclosed and permitted by law. ## 27. SOTIBUY-CAUSED DELIVERY FAILURE Where a delivery failure is caused by Sotibuy or its designated logistics provider, Sotibuy will make reasonable efforts to correct the issue without improperly transferring the resulting cost to the Buyer. ## 28. DELIVERY ESTIMATES Sotibuy may provide an estimated delivery period. Estimated delivery periods are not guarantees unless expressly stated otherwise. Delivery may take longer because of: - Traffic. - Weather. - Road conditions. - Public holidays. - Security conditions. - High Order volumes. - Logistics capacity. - Incorrect address information. - Other circumstances beyond reasonable control. ## 29. DELIVERY TRACKING Where available, Sotibuy may provide tracking information through the Platform, SMS, email or another communication channel. Tracking availability may vary depending on the logistics arrangement. ## 30. DELIVERY CONFIRMATION Sotibuy may use reasonable methods to confirm delivery or pickup. These may include: - OTP verification. - Signature. - Electronic confirmation. - Photograph. - Order code. - Other appropriate confirmation methods. ## 31. HIGH-VALUE ORDERS Sotibuy may apply additional verification measures to high-value Orders. These may include: - OTP verification. - Identification checks. - Signature. - Additional delivery confirmation. ## 32. WRONG PRODUCT Where a Buyer receives a Product different from the Product ordered, the Buyer should report the issue to Sotibuy. Sotibuy will investigate and may arrange: - Return. - Replacement. - Refund. - Other appropriate remedy. Where the error resulted from the Seller, applicable additional costs may be recovered from the Seller in accordance with the Seller Agreement and applicable law. ## 33. DAMAGED PRODUCT A Buyer who receives a damaged Product should report the issue to Sotibuy promptly. Sotibuy may request photographs, videos or other evidence and may investigate the cause of the damage. ## 34. LOST ORDER Where an Order is lost while under Sotibuy's or its designated logistics provider's responsibility, Sotibuy will investigate and determine the appropriate resolution in accordance with applicable law and its policies. Where the loss resulted from Seller misconduct, inaccurate Seller information or another Seller-related issue, the Seller may be responsible for the resulting loss. ## 35. RETURN COLLECTION Where a return is approved, Sotibuy may arrange collection of the Product from the Buyer. The Buyer must make the Product available in accordance with Sotibuy's return instructions. ## 36. RETURN TRANSPORTATION A returned Product may be transported to: - The Seller. - A Sotibuy facility. - An inspection location. - Another designated location. The destination will depend on the circumstances of the return. ## 37. RETURN LOGISTICS COST Responsibility for return logistics costs will depend on the reason for the return and the applicable Sotibuy policy. Where the Seller is responsible for the problem, applicable return-related costs may be charged to the Seller in accordance with the Seller Agreement. Where the return is not caused by the Seller, the applicable cost will be handled according to the Sotibuy Returns, Refunds & Cancellations Policy. ## 38. PRODUCT CONDITION DURING RETURN Buyers must take reasonable care of Products awaiting return. A Buyer must not intentionally damage, alter, substitute or remove material parts of a Product being returned. ## 39. PERISHABLE PRODUCTS Sellers of perishable Products must ensure that Products are appropriately prepared, packaged and stored before collection. Sotibuy may restrict or refuse certain perishable deliveries where appropriate transportation or storage conditions cannot reasonably be maintained. ## 40. FRAGILE PRODUCTS Sellers must use appropriate protective packaging for fragile Products. This may include: - Glass. - Ceramics. - Mirrors. - Certain electronics. - Other easily damaged Products. ## 41. LARGE OR HEAVY PRODUCTS Sotibuy may establish special logistics arrangements, additional fees or delivery restrictions for unusually large, heavy or difficult-to-transport Products. ## 42. MULTIPLE SELLERS Where an Order contains Products from different Sellers, Sotibuy may arrange separate fulfilment or delivery. The Buyer may therefore receive Products at different times or through different fulfilment arrangements. ## 43. MULTIPLE DELIVERY CHARGES Where separate fulfilment arrangements are required, applicable delivery or fulfilment charges may vary. The applicable charges will be communicated to the Buyer where reasonably practicable before the Order is completed. ## 44. DELIVERY COVERAGE Sotibuy may determine the locations where Pickup and Home/Office Delivery are available. Availability may depend on: - Location. - Accessibility. - Security. - Logistics capacity. - Product characteristics. - Operational considerations. ## 45. RESTRICTED DELIVERY AREAS Certain locations may have limited or unavailable delivery or pickup services because of reasonable operational, safety, legal or security concerns. Sotibuy may notify the Buyer where a selected fulfilment option is unavailable. ## 46. SELLER COLLECTION FAILURE Where a Seller repeatedly fails to make confirmed Orders available for collection, Sotibuy may take appropriate action under the Seller Agreement and applicable policies. This may include: - Warning. - Performance restrictions. - Product restrictions. - Suspension. - Other appropriate action. ## 47. BUYER REFUSAL TO RECEIVE AN ORDER A Buyer should not refuse an Order without a legitimate reason. Where an Order is refused without a valid reason, Sotibuy may treat the matter as a failed delivery and apply the applicable provisions of its policies. ## 48. DELIVERY DISPUTES Where a Buyer disputes delivery or pickup, the Buyer should report the matter directly to Sotibuy. Sotibuy may review: - Tracking records. - Delivery confirmation. - OTP records. - Pickup records. - Communication records. - Photographs. - Logistics records. - Other relevant evidence. ## 49. FRAUDULENT DELIVERY CLAIMS Sotibuy may investigate suspected fraudulent claims concerning delivery, pickup, non-delivery or Product receipt. This includes knowingly making false claims that: - An Order was not received. - An Order was not collected. - A Product was missing. - A delivery attempt did not occur. ## 50. LOGISTICS PARTNERS Sotibuy may engage third-party logistics providers and may change logistics providers or delivery arrangements as necessary to improve: - Coverage. - Reliability. - Speed. - Cost efficiency. - Customer experience. ## 51. SOTIBUY LOGISTICS Sotibuy may operate its own logistics and delivery service under the Sotibuy Logistics brand. Sotibuy Logistics may provide delivery and logistics services for Sotibuy marketplace Orders and, where introduced, logistics services to individuals, businesses and other customers outside the Sotibuy marketplace. Separate terms may apply to external logistics customers. ## 52. LOGISTICS PARTNER CONDUCT Sotibuy expects its delivery personnel, riders and logistics partners to act professionally and respectfully. Buyers and Sellers may report legitimate delivery-related concerns directly to Sotibuy. ## 53. FORCE MAJEURE Sotibuy will not be responsible for delays or failures caused by circumstances beyond its reasonable control, including: - Severe weather. - Natural disasters. - Government restrictions. - Civil disturbances. - Major transportation disruptions. - Widespread technology failures. - Security emergencies. - Other extraordinary circumstances. ## 54. RELATIONSHIP WITH OTHER POLICIES This Policy should be read together with: - Sotibuy Buyer Terms & Conditions. - Sotibuy Seller Agreement. - Sotibuy Returns, Refunds & Cancellations Policy. - Sotibuy Seller Code of Conduct. - Sotibuy Prohibited & Restricted Products Policy. - Sotibuy Privacy Policy. - Sotibuy Buyer & Seller Dispute Resolution Policy. ## 55. POLICY CHANGES Sotibuy may update this Policy as its logistics operations develop, new fulfilment methods become available, operating costs change or applicable laws and regulations develop. Material changes will be communicated appropriately. ## 56. GOVERNING LAW This Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria, subject to applicable mandatory consumer-protection rights. ## 57. ACCEPTANCE By using Sotibuy, placing an Order, registering as a Seller or otherwise participating in the Sotibuy marketplace, the applicable user acknowledges and agrees to the provisions of this Delivery & Logistics Policy that apply to them.
Buyer & Seller Dispute Resolution Policy
How disputes between buyers, sellers and Sotibuy are resolved.