Dispute Policy

We want every interaction on Dyaspora Maket to be honest, safe and respectful. This Dispute Policy explains how to raise a problem and what we can — and cannot — do to help.

1. Try to Resolve It Directly First

Most issues are misunderstandings. Before opening a formal dispute, message the other party through the Platform and give them a fair chance to respond (we suggest 5 business days). Keep your messages factual, polite and on-platform so we have a record.

2. When to Open a Formal Dispute

Open a formal dispute if any of the following happens:

• The vendor did not deliver the product or service;
• The product is materially different from what was advertised;
• You suspect fraud, counterfeit, or a scam;
• You experienced harassment or unsafe behaviour;
• You believe a listing violates our Acceptable Use Policy.

3. How to Report

1. Open the listing or vendor profile and click "Report" (or the flag icon).
2. Choose the most accurate category and describe the issue clearly.
3. Attach evidence: screenshots of messages, payment receipts, photos of the item.
4. Submit. You will receive a confirmation by email with a case ID.

You can also email trust@diasporamarket.com with the same information.

4. What Happens Next

• We acknowledge every report within 2 business days.
• We may ask both parties for additional evidence.
• We review against these policies and applicable law.
• We may take actions including: removing a listing, restricting an account, suspending payouts, banning a user, or referring matters to law enforcement.

5. What We Cannot Do

Dyaspora Maket is a marketplace platform, not a payment processor or escrow service for most transactions. Where a payment was made off-platform or directly between buyer and vendor, we cannot reverse charges, force a refund, or guarantee delivery. We can act on the accounts and listings on our Platform, and we encourage you to also use the buyer-protection features of your payment method (chargeback, dispute, etc.).

6. Confidentiality & Anti-Retaliation

We protect the identity of reporters where possible. Retaliation against someone who reports a violation in good faith is itself a violation of these policies and may result in suspension.

7. Appeals

If you disagree with a decision, you may request an appeal within 14 days by replying to the case email. Appeals are reviewed by a different team member than the original decision-maker.