Dispute Resolution Policy
How OjaLinks handles disputes between users and vendors.
OjaLinks’s Role in Disputes
OjaLinks acts as a neutral mediator and uses available evidence such as Job Code status, communication records, review content and vendor history. Mediation decisions are recommendations, not legally binding judgments.
1. Scope
The policy covers disputes about job quality, job completion, vendor conduct and review content arising from services arranged through OjaLinks.
2. Step 1 — Direct Resolution
The user should contact the vendor and clearly describe the issue. The vendor has 24 hours to respond and propose a resolution. If unresolved after 24 hours, either party may escalate.
3. Step 2 — OjaLinks Mediation
Escalation is by email to disputes@ojalinks.com with the subject “Job Dispute — [Job Code]”, account details, Job Code, dispute description and evidence. The document sets out acknowledgement within 24 hours, investigation within three working days and a mediation recommendation within ten working days.
4. Three-Review Rule Connection
A confirmed bad review resulting from a dispute counts toward the vendor’s three-review suspension threshold, and OjaLinks may initiate a review where evidence indicates a pattern of poor service.
5. Step 3 — Legal Escalation
If a party is dissatisfied with mediation, they may pursue formal legal channels. The policy states Nigerian law applies and disputes are subject to the courts of Lagos State.
6. Health Services
Health and care disputes follow the same process, with the option of referral to relevant professional regulators where appropriate.