Dispute Resolution Policy

This Dispute Resolution Policy forms part of the TradesLink Terms and Conditions and applies to all users of the TradesLink platform.

1. Purpose

TradesLink is committed to resolving disputes fairly, reasonably and efficiently.

This Policy explains how disputes relating to jobs, payments and platform use are handled.

TradesLink's role is to facilitate communication, review available evidence and administer payments in accordance with its Terms and Policies. TradesLink is not a court, arbitrator or insurer.

2. What Is a Dispute?

A dispute may include, but is not limited to:

• disagreement regarding completion of work
• allegations of poor workmanship
• non-payment
• cancellation disagreements
• false or misleading information
• suspected fraud
• failure to attend a scheduled job
• abusive conduct
• disputes regarding platform payments

3. Reporting a Dispute

Users should notify TradesLink as soon as reasonably possible after becoming aware of a dispute. The report should include, where available:

• the job reference
• a description of the issue
• relevant dates and times
• photographs or videos
• invoices or quotations
• WhatsApp communications
• any other relevant evidence

4. Temporary Hold on Funds

Where a dispute relates to payment, TradesLink may temporarily retain the customer funds until the matter has been reasonably investigated. This temporary hold is intended to protect both parties while the dispute is reviewed.

5. Investigation Process

TradesLink may investigate a dispute by reviewing:

• communications between the parties
• photographs and videos
• invoices or quotations
• statements provided by the customer
• statements provided by the tradesperson
• timestamps
• any other relevant evidence

TradesLink may request additional information where necessary. Failure to provide requested information may affect the outcome of the review.

6. Cooperation

All parties are expected to cooperate honestly and in good faith. Users must not:

• knowingly provide false information
• destroy or alter evidence
• threaten other users
• attempt to influence TradesLink through intimidation or harassment

7. Determination

After considering the available evidence, TradesLink may determine that:

• payment should be released to the tradesperson
• a full refund should be issued to the customer
• a partial refund is appropriate
• additional work should reasonably be completed before payment is released
• additional evidence is required before a determination can be made

TradesLink's determination is made solely for administering the platform and payments and does not replace the authority of a court or other competent legal body.

8. Partial Completion

Where only part of the agreed work has been completed, TradesLink may determine that payment should be divided fairly based on:

• the work completed
• the agreed scope of work
• the evidence submitted
• the circumstances of the project

9. Fraud

TradesLink may suspend payments and accounts where there are reasonable grounds to suspect:

• identity fraud
• payment fraud
• forged documents
• manipulated evidence
• platform abuse
• deliberate attempts to evade TradesLink's payment system

Where appropriate, suspected criminal conduct may be reported to the relevant authorities.

10. Property Damage, Theft and Injuries

Tradespeople remain solely responsible for:

• damage caused during their work
• theft
• negligence
• injuries arising from their conduct
• compliance with applicable laws

TradesLink may assist the parties in communicating and resolving the dispute but does not accept responsibility for losses caused by independent tradespeople.

Nothing in this Policy limits any rights available under applicable South African law.

11. Quality of Work

TradesLink recognises that reasonable people may sometimes disagree regarding workmanship. When reviewing workmanship disputes, TradesLink may consider:

• the original job description
• agreed scope of work
• photographs before and after the work
• communications between the parties
• any other available evidence

TradesLink does not provide technical or engineering opinions and may recommend that parties obtain an independent expert opinion where appropriate.

12. Communication

Users are expected to remain respectful throughout the dispute process. Abusive, threatening, discriminatory or offensive behaviour may result in suspension or permanent removal from the platform.

13. Timeframes

TradesLink aims to review disputes as promptly as reasonably possible. The time required will depend on:

• the complexity of the dispute
• the evidence available
• cooperation from the parties
• technical or legal requirements

TradesLink cannot guarantee that every dispute will be resolved within a specific timeframe.

14. False Claims

Knowingly submitting false allegations or fraudulent evidence is a serious breach of TradesLink's Terms. Users engaging in dishonest conduct may face:

• account suspension
• permanent removal
• forfeiture of platform privileges
• referral to law enforcement where appropriate

15. Appeals

If either party believes TradesLink overlooked significant evidence, they may submit a written request for a further review.

TradesLink may, but is not obliged to, reconsider its determination if new or previously unavailable evidence is provided. Repeated requests that contain no new information may be declined.

16. Court Proceedings

Nothing in this Policy prevents either party from exercising any legal rights available under South African law.

TradesLink's internal dispute process does not replace the jurisdiction of South African courts or other competent authorities.

17. Policy Updates

TradesLink may update this Policy from time to time. Updated versions will be published on the TradesLink website. Continued use of the platform after such changes become effective constitutes acceptance of the revised Policy where permitted by law.

18. Contact

Questions regarding disputes may be directed to: