User Protection & Dispute Resolution Policy

This User Protection & Dispute Resolution Policy ("Policy") outlines the measures and processes adopted by Pawsibu Ltd ("Pawsibu", "we", "our", or "us") to protect the rights, funds, and personal information of users of the Pawsibu platform (mobile app and website). It also explains how disputes between users or between a user and Pawsibu are managed and resolved. This Policy applies to all categories of users, including Pet Owners (clients, buyers, breeders), Service Providers (vets, groomers, trainers, boarders, breeders, drivers/riders), and Vendors (product sellers) collectively referred to as "Users." By using the Pawsibu platform, you agree to the terms of this Policy and to cooperate in good faith during any dispute resolution process.

Pawsibu is committed to ensuring a fair, transparent, and secure environment for all transactions and interactions on the platform. Our protection principles include: Escrow Protection: All payments made through Pawsibu are processed securely via Flutterwave, our licensed payment partner, and are held in escrow until service delivery or order completion is confirmed. Fairness and Transparency: All parties involved in a transaction are entitled to a fair review process in case of disagreement, with equal opportunity to provide supporting evidence. Data Security and Privacy: Pawsibu uses industry-standard encryption and follows global data protection practices to safeguard user data in accordance with applicable laws. Fraud Prevention: Any fraudulent or misleading activity detected on the platform will result in immediate suspension or termination of the user account, and legal action may be pursued where necessary.

Escrow Holding: Payments made for products or services are held in escrow until the buyer or client confirms satisfactory completion of the transaction. Release of Funds: Funds are released to Service Providers or Vendors once the client or buyer confirms that the service or product was delivered as agreed. If no dispute is raised within the designated confirmation period, the transaction is deemed completed and funds will be automatically released. Refunds: Refunds are issued only when Pawsibu's internal investigation confirms service failure, non-delivery, or fraud on the part of the Service Provider or Vendor. Where a client or buyer is at fault (including cancellations after commencement, provision of incorrect information, or failure to cooperate), all commitments made—financial or otherwise—shall be borne fully by the client or buyer. Refunds are processed to the original payment source in accordance with Flutterwave's refund timelines and policies. Commissions and Fees: Pawsibu charges a 15% commission on provider/vendor earnings and a 10% service fee on bookings made by clients. These fees are non-refundable once a transaction is confirmed or completed.

All disputes must first be reported to Pawsibu Support before any external legal or arbitration proceedings are initiated. 4.1 Reporting a Dispute Users may submit complaints or disputes by emailing support@pawsibu.com or through the in-app support channel, providing: Transaction ID or booking reference Description of the issue Relevant screenshots, receipts, or evidence 4.2 Investigation Procedure Upon receipt of a complaint: Pawsibu's Support Team will acknowledge receipt within 48 hours. An internal investigation will be conducted, during which both parties may be contacted for additional information. Pawsibu will issue a resolution decision typically within 7–14 business days, depending on the complexity of the dispute. The decision will be communicated via email or in-app notification. 4.3 Cooperation Requirement Both parties are required to cooperate fully with Pawsibu during investigations. Failure to provide requested information within reasonable timeframes may result in a decision being made based on available evidence.

If a user is dissatisfied with Pawsibu's internal resolution outcome, they may escalate the matter as follows: Local Disputes: Disputes arising within a country shall be governed by and resolved under the laws and constitution of that country, using local courts or arbitration channels as determined by Pawsibu. International Disputes: For cross-border or international transactions, Pawsibu Ltd reserves the right to determine the appropriate jurisdiction or arbitration venue based on where the dispute originated, where the transaction was processed, or where the fault was determined to have occurred. Binding Arbitration Option: Where mutually agreed, Pawsibu may appoint an independent arbitration panel to facilitate a neutral and binding resolution.

Users must maintain civility and professionalism during all communications. Users must not post defamatory, false, or misleading information about Pawsibu or other users during an active dispute. Failure to comply with investigation procedures may affect refund eligibility or account standing.

Pawsibu acts solely as a neutral facilitator and intermediary between users. While we manage escrow and dispute processes, we are not the direct provider of services or products listed on the platform. Pawsibu shall not be held liable for: Any indirect, incidental, or consequential damages; Losses resulting from user error, negligence, or non-compliance; Delays or failures caused by third-party systems such as Flutterwave or telecommunication providers.

Pawsibu may amend this Policy from time to time to reflect operational, legal, or regulatory changes. Updated versions will be posted on the Pawsibu platform and will take effect immediately upon publication.

For complaints, dispute submissions, or further inquiries, contact: 📧 support@pawsibu.com 🏢 Pawsibu Ltd 10 Ajegunle Street, Off Awoyokun Street, Onipanu, Mushin, Lagos, Nigeria