Sell on Bidoro

Dispute Resolution Policy

Last updated on 2 September 2026

Overview

This Dispute Resolution Policy explains how Bidoro Technologies Limited (trading as Bidoro) ("Bidoro") handles disputes between buyers and sellers on the Platform. It works together with our Terms & Conditions, Escrow Policy, Buyer Protection Policy, and Refund & Returns Policy.

1. Purpose

Bidoro aims to resolve transaction disputes fairly, quickly, and with clear evidence. This process protects both buyers and sellers and supports trust in escrow-backed commerce.

2. What This Policy Covers

Disputes related to:

  • Non-delivery of an item or service
  • Item significantly not as described
  • Wrong, damaged, or defective item received
  • Partial fulfilment issues
  • Escrow release / refund disagreements arising from a Bidoro-protected transaction

This Policy does not cover off-platform payments, change-of-mind returns (unless otherwise agreed), or issues outside Bidoro's approved payment and delivery flows.

3. Protection / Dispute Window (1 Hour)

Buyers must open a dispute within one (1) hour of delivery confirmation (or within 1 hour of the expected delivery outcome where non-delivery is claimed, as applicable under Buyer Protection).

If no dispute is opened within the 1-hour window, funds held via Bidoro's licensed payment partner may be released to the seller in accordance with the Escrow Policy.

4. Escrow During Disputes

For protected transactions, payment is held by Bidoro's licensed payment partner and is not released to the seller immediately. If a dispute is opened within the allowed window, funds remain held until Bidoro reaches a decision (or the parties agree on a resolution that Bidoro can implement).

5. How to Open a Dispute

The buyer should:

  • Open a dispute in the Bidoro Platform (or contact support if the in-app flow is unavailable)
  • Select a reason (e.g., non-delivery, not as described, damaged/defective, wrong item)
  • Provide clear evidence (photos, videos, packaging, chat screenshots, tracking info)
  • Keep the item unused and available for inspection/return if instructed

Support: support@bidoro.africa

6. Seller Response

Once a dispute is opened, the seller will be notified and given a reasonable opportunity to respond and submit evidence (typically within twenty-four (24) hours of notification, unless Bidoro sets a different deadline for the case).

Sellers must cooperate in good faith. Failure to respond may lead Bidoro to make a decision based on the available evidence.

7. Investigation

Bidoro may:

  • Review evidence from both parties
  • Request additional information
  • Check order, payment, KYC, and delivery records
  • Pause related withdrawals or releases while the case is open

Target timeline: acknowledge within 24 hours (business days); aim to decide standard disputes within 5–7 business days; complex cases within 14 business days, with updates.

8. Possible Outcomes

Depending on the evidence, Bidoro may direct:

  • Full release of held funds to the seller
  • Full refund to the buyer
  • Partial refund / partial release
  • Return of item then refund (where applicable)
  • Other fair remedy consistent with Platform policies

Refunds are processed to the original payment method where possible and may take additional time depending on the bank or payment provider.

9. Finality of Platform Decision

For Platform purposes, Bidoro's decision after review is final regarding escrow release or refund instructions under this Policy. This does not remove your legal rights under the laws of the Federal Republic of Nigeria.

10. Abuse and Bad Faith

Bidoro may suspend or ban accounts that:

  • File false or fraudulent disputes
  • Refuse to provide evidence or return items when required
  • Repeatedly abuse Buyer Protection or dispute processes
  • Attempt to bypass escrow or pressure off-platform payment

11. Escalation

If you believe a case was mishandled procedurally, you may escalate to:

This Policy does not remove your legal rights under the laws of Nigeria. Complaints about how we handle personal data in a dispute may be taken to the Nigeria Data Protection Commission (NDPC) as described in our Privacy Policy.

12. Related Policies

13. Contact

Dispute / support: support@bidoro.africa

Compliance: compliance@bidoro.africa

Address: Lagos, Nigeria

Important: By using Bidoro's Platform, buyers and sellers agree to follow this Dispute Resolution Policy together with the Terms & Conditions, Escrow Policy, Buyer Protection Policy, and Refund & Returns Policy.