Dispute Resolution Policy

Effective Date: 23rd Jan 2025

At Datazeal, we are committed to providing exceptional products and services. However, we understand that disputes may occasionally arise. This Dispute Resolution Policy outlines the procedures for addressing and resolving disputes between Datazeal and its customers

1. Scope of Policy

This policy applies to all disputes related to:

• Purchases made through our website or any other sales channel operated by Datazeal.

• Product quality, delivery, or service-related issues.

• Billing, refunds, or payment concerns.

2. Initial Resolution Steps

We encourage customers to first contact our customer service team to resolve any issues. Our customer service team is available at:

• Email: [email protected]

• Phone: +2348101017885

• Live Chat: Accessible via our website at datazeal.com

Provide the following information when reaching out:

• Order number or transaction details.

• A detailed description of the issue.

• Any relevant supporting documents or images.

Our goal is to resolve all customer concerns within 5-7 business days of receiving the complaint.

3. Formal Dispute Resolution Process

If a resolution cannot be achieved through initial steps, the following formal process applies:

3.1 Filing a Formal Complaint

Submit a written complaint to: Mailing Address:
Datazeal Dispute Resolution Team
3, Kodesho street, off Olayeni Ikeja Lagos

Email: [email protected]

Include the following details:

• Full name and contact information.

• Order number and purchase details.

• A clear statement of the issue and desired resolution.

We will acknowledge receipt of your complaint within 3 business days and provide an update on the investigation status within 10 business days.

3.2 Internal Review

Our Dispute Resolution Team will:

• Investigate the issue thoroughly.

• Collaborate with relevant departments to gather facts.

• Propose a resolution based on company policies and applicable laws.

If additional time is required, you will be informed of the revised timeline.

4. Mediation and Arbitration

If the dispute remains unresolved after the internal review process, either party may seek mediation or arbitration. Mediation and arbitration will be conducted as follows:

4.1 Mediation

Both parties may agree to engage a neutral third-party mediator to facilitate a mutually acceptable resolution. Mediation is voluntary and non-binding unless both parties agree to the terms of settlement.

4.2 Arbitration

If mediation does not resolve the dispute, the matter will be submitted to binding arbitration under the rules of Nigerian Institute of Chartered Arbitrators.

• The arbitration will take place in Nigeria.

• Each party will bear its own costs, except as otherwise determined by the arbitrator.

5. Prohibited Disputes

This policy does not cover disputes involving:

• Third-party products or services purchased outside of Datazeal’s official sales channels.

• Issues arising from misuse or unauthorized modifications of products.

6. Customer Rights

This Dispute Resolution Policy does not limit or waive any rights granted to customers under applicable consumer protection laws.

7. Updates to Policy

Datazeal reserves the right to update this policy at any time. Updates will be posted on our website, and the “Effective Date” will reflect the date of the latest changes.

If you have any questions about this policy, please contact us at [email protected].