Official Dispute Resolution Policy

1. Purpose of This Policy

This Dispute Resolution Policy exists to protect honest buyers and sellers, ensure fairness, and prevent fraud on the Katika platform. All disputes are resolved using clear rules and verifiable evidence, not emotions, pressure, or personal relationships.

Katika operates as a neutral escrow service and does not take sides.

2. What Is a Dispute?

A dispute is a formal complaint raised by a buyer when:

• The item was not delivered
• The item delivered is defective or damaged
• The item is significantly different from what was agreed
• The seller acted dishonestly or in bad faith

Disputes temporarily pause the escrow process while the issue is reviewed.

3. Who Can Open a Dispute

Only the buyer may open a dispute. This is because the buyer controls the release of funds.

Example: A seller cannot open a dispute simply because the buyer has not yet released funds.

4. Time Limit for Opening a Dispute

• A dispute must be opened within 48 hours after delivery confirmation
• Funds must not have been released to the seller

Disputes opened after this period will not be accepted.

Example: If delivery is confirmed on Monday at 2:00 PM, the buyer must open a dispute before Wednesday at 2:00 PM.

5. Valid Reasons for a Dispute

5.1 Item Not Delivered

The seller claims to have shipped the item, but the buyer never received it and valid delivery proof is missing or inconsistent.

Example: Seller marks item as shipped but cannot provide a valid transport receipt or tracking confirmation.

5.2 Item Not as Described

The item delivered is materially different from the description or photos agreed upon at the time of escrow creation.

Example: Seller lists an “Original Phone Charger” but delivers a counterfeit or different model.

5.3 Item Defective or Damaged

The item arrives broken, unusable, or damaged during delivery.

Example: A blender arrives with a damaged motor and does not power on.

5.4 Incomplete Delivery

Parts, accessories, or quantities are missing from the delivery.

Example: Buyer orders three items but receives only one.

6. What Is NOT a Valid Dispute

• Buyer changed their mind
• Buyer no longer wants the item
• Buyer found a cheaper option elsewhere
• Minor differences already disclosed
• Buyer used or damaged the item after delivery
• Dispute opened after the allowed time window

Dislike is not the same as defect.

7. Evidence Requirements

Buyer must provide:

• Clear photos or videos of the item
• Unboxing video (strongly recommended)
• Proof clearly showing the problem

Seller must provide:

• Original product photos
• Item description as listed
• Shipping or delivery proof

Claims without evidence are considered weak. Fake or edited evidence may result in account suspension or permanent ban.

8. Return of Goods Policy

If a refund is approved, the buyer must return the item unless explicitly stated otherwise.

• Buyer must ship the item back
• Buyer must upload shipping receipt and tracking details
• Item must be returned in the same condition received

No return = no refund.

9. Seller Confirmation of Returned Items

Sellers have 48 hours to confirm receipt of returned items after delivery is confirmed.

If the seller fails or refuses to confirm receipt, Katika will review delivery proof and may process the refund automatically.

Silence does not block refunds.

10. Dispute Review Process

• Dispute is opened
• Escrow funds are frozen
• Evidence is collected from both parties
• Admin review based on platform rules
• Final decision is issued

Typical resolution time is 1–5 business days.

11. Possible Outcomes

• Funds released to seller
• Funds refunded to buyer
• Return required before refund
• Partial refund (rare cases)
• Account warning, suspension, or ban

All decisions made by Katika are final and binding.

12. Abuse, Lies & Fraud

Katika has zero tolerance for false claims, fake evidence, or repeated abuse of the dispute system.

Violators may lose disputes automatically and face permanent account bans.

13. Platform Authority

Katika reserves the right to request additional evidence, extend review timelines, freeze accounts under investigation, and reject disputes that violate this policy.

Our priority is fairness, consistency, and trust.