1. Channels
You can raise a dispute through any of:
- In-app: Help → Contact support (logged against your account).
- Email: support@ubunye.online for general issues, billing@ubunye.online for payment issues, abuse@ubunye.online for AUP violations.
- Your card issuer (last resort for payment disputes — please contact us first).
2. Service levels
- First response: within 1 business day.
- Target resolution: 5 business days for billing, 10 business days for complex operational disputes.
- Critical incidents (account lockout, payment double-charge, suspected fraud): same-day acknowledgement.
3. Process
- We acknowledge the dispute and assign a case number.
- We collect evidence: gateway transaction logs, account audit trail, document uploads, communication history.
- We engage the relevant team (billing, compliance, engineering, accreditation).
- We propose a resolution: refund, credit, account action, or explanation if no action is warranted.
- If you accept, we close the case. If not, you may escalate (see below).
4. Card-network chargebacks
When a chargeback is filed with Paystack, we submit evidence (signed terms, login records, IP and device fingerprints, delivery of the service, communication log) within the processor's evidence window. We will keep you informed of the outcome.
5. Inter-user disputes (carrier ↔ shipper / broker)
Ubunye is a SaaS workspace, not a party to commercial freight contracts between users. For payment, loss, damage or delivery disputes between users, refer to the carrier's GIT policy and the underlying transport contract. Ubunye can provide audit trail extracts on lawful request.
6. Escalation
Unresolved disputes can be escalated to escalations@ubunye.online, then to mediation under the Arbitration Foundation of Southern Africa (AFSA), and finally to the Western Cape High Court in line with our Terms of Service.