1. Step 1 — Talk First
Most issues are best resolved directly between the client and the provider. Use KaziGo messaging to explain the issue calmly and propose a fix.
2. Step 2 — Submit a Complaint
If you can't resolve it directly, raise a dispute in-app or email info@kazi-go.com with:
- The job or booking reference.
- A short, factual description of what went wrong.
- Photos, receipts, messages or other evidence.
3. Step 3 — Review
KaziGo will review the evidence from both sides. We may pause related payments or wallet activity while a dispute is being reviewed.
4. Step 4 — Mediation
We will try to mediate a fair outcome between the parties. Both sides are expected to respond promptly and in good faith.
5. Step 5 — Decision
Possible outcomes include:
- Full or partial refund to the client.
- Release of funds to the provider.
- A warning, suspension or termination of the offending account.
- Referral to law enforcement where fraud or a crime is suspected.
6. Time Limits
Disputes should be raised within 14 days of the job being completed or scheduled. Late disputes may still be reviewed at our discretion.
7. External Remedies
Nothing in this policy removes your right to pursue legal remedies under the laws of Zimbabwe or any other applicable jurisdiction.
Questions about this policy? Contact us at info@kazi-go.com.