Dispute Policy
Last updated: May 7, 2026
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
- Open the listing or vendor profile and click "Report" (or the flag icon).
- Choose the most accurate category and describe the issue clearly.
- Attach evidence: screenshots of messages, payment receipts, photos of the item.
- 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.