Wookii
Fair Resolution

Dispute Resolution Policy

Effective Date: August 2026 • Wookii Legal & Trust Framework

1. INTRODUCTION

Welcome to Wookii. This Dispute Resolution Policy (“Policy”) explains how Wookii manages and reviews disputes arising from bookings completed through the Wookii Platform. The objective of this Policy is to provide a fair, transparent and structured process for resolving disagreements between Customers and Artisans while promoting trust, accountability and confidence within the Wookii marketplace. This Policy forms part of the legal agreement between Wookii Technologies Ltd (“Wookii”), Customers and Artisans. By creating an account or using the Wookii Platform, you agree to comply with this Policy. This Policy should be read together with:

  • Wookii Terms of Service;
  • Wookii Privacy Policy;
  • Wookii Booking & Cancellation Policy;
  • Wookii Escrow Policy;
  • Wookii Refund Policy;
  • Wookii Wallet Terms; and
  • any other Wookii policies published from time to time.

2. PURPOSE

This Policy is intended to:

  • establish a consistent dispute resolution process;
  • encourage early resolution between Customers and Artisans;
  • provide a fair review procedure;
  • reduce unnecessary conflicts;
  • protect the integrity of the Platform;
  • promote confidence in Wookii’s marketplace.

3. DEFINITIONS

For the purposes of this Policy:

  • Artisan means an independent service provider registered on the Wookii Platform.
  • Booking means a confirmed service request made through the Wookii Platform.
  • Customer means the individual requesting or paying for a service.
  • Dispute means a disagreement relating to a booking, payment, service, cancellation, refund or other transaction conducted through the Platform.
  • Evidence means any information reasonably relevant to the review of a dispute, including photographs, videos, messages, booking records and other supporting documentation.
  • Platform means the Wookii mobile application, website and associated services.

4. DISPUTES COVERED BY THIS POLICY

This Policy may apply to disputes relating to:

  • the quality of completed work;
  • incomplete services;
  • cancellation of confirmed bookings;
  • payment-related issues;
  • refund requests;
  • escrow-related matters;
  • booking misunderstandings;
  • allegations that agreed work was not performed;
  • disagreements concerning the agreed scope of work;
  • customer or artisan conduct during a booking. Certain matters may instead be addressed under another Wookii policy where more appropriate.

5. MATTERS NOT GENERALLY COVERED

This Policy generally does not apply to:

  • requests for additional work beyond the original booking;
  • disputes relating to services arranged entirely outside the Wookii Platform;
  • personal disagreements unrelated to a Platform booking;
  • complaints concerning third-party products not supplied as part of the booking;
  • matters already determined by a court or competent authority.

6. GOOD FAITH COMMUNICATION

Before requesting Wookii’s involvement, Customers and Artisans are encouraged, where appropriate and safe to do so, to communicate through the Wookii Platform to clarify misunderstandings and attempt to resolve minor issues. Communications should remain respectful and professional. Users should not engage in:

  • abusive language;
  • threats;
  • harassment;
  • discrimination;
  • intimidation;
  • attempts to coerce another user into accepting an unfair outcome. Conduct that violates the Wookii Terms of Service or Community Standards may result in enforcement action independent of the outcome of the dispute.

7. WHEN A DISPUTE MAY BE SUBMITTED

A dispute may generally be submitted where a user believes that:

  • the agreed service was not completed as agreed;
  • payment should not yet be released;
  • a refund should be considered;
  • the booking has been materially affected by another issue covered by Wookii’s policies. Users should submit disputes as soon as reasonably practicable after becoming aware of the issue. Delays in reporting may make it more difficult to assess the matter accurately.

8. HOW TO SUBMIT A DISPUTE

Disputes should be submitted through the Wookii Platform or an official Wookii customer support channel. A dispute submission should include, where applicable:

  • the booking reference;
  • a clear description of the issue;
  • relevant dates and times;
  • photographs or videos;
  • copies of relevant communications;
  • invoices, quotations or receipts where applicable;
  • any other information reasonably necessary to understand the issue. Providing complete and accurate information assists Wookii in conducting an efficient review.

9. CUSTOMER RESPONSIBILITIES

Customers submitting disputes are expected to:

  • provide truthful information;
  • cooperate with Wookii’s review process;
  • submit relevant evidence where reasonably available;
  • avoid false or misleading claims;
  • communicate respectfully throughout the review. Knowingly submitting fraudulent or malicious disputes may result in enforcement action under the Wookii Terms of Service.

10. ARTISAN RESPONSIBILITIES

Artisans participating in a dispute are expected to:

  • cooperate with Wookii;
  • provide accurate information;
  • respond to reasonable requests for evidence;
  • maintain professional communication;
  • avoid intimidation or retaliation against Customers. Failure to cooperate may result in Wookii making a determination based on the information reasonably available.

11. EVIDENCE

Depending on the nature of the dispute, Wookii may consider evidence including:

  • booking records;
  • quotations;
  • payment records;
  • in-app chat messages;
  • photographs;
  • videos;
  • voice notes exchanged through the Platform where available;
  • invoices;
  • receipts;
  • timestamps;
  • any other information reasonably relevant to the matter. Wookii may determine the relevance and reliability of the information submitted.

12. WOOKII’S REVIEW PROCESS

Upon receiving a dispute, Wookii may conduct a review using the information reasonably available at the time. The review process may include:

  • confirming the booking details;
  • reviewing the agreed quotation or scope of work;
  • examining payment records;
  • reviewing communications exchanged through the Platform;
  • reviewing photographs, videos, voice notes or other submitted evidence;
  • requesting additional information from either party where necessary. Wookii aims to conduct reviews fairly, impartially and in accordance with its Platform policies.

13. REQUESTS FOR ADDITIONAL INFORMATION

To assist in resolving a dispute, Wookii may request further information from either the Customer or the Artisan. Examples include:

  • additional photographs or videos;
  • invoices or receipts;
  • proof of attendance at the service location;
  • explanations of the agreed scope of work;
  • other information reasonably relevant to the dispute. Failure to provide requested information within a reasonable period may affect Wookii’s ability to assess the matter.

14. ESCROW DURING A DISPUTE

Where a dispute is reported before payment has been released, Wookii may keep the payment subject to its escrow workflow while the dispute is under review. This temporary hold helps preserve the status of the transaction while relevant information is assessed. Once the review has been completed, Wookii may proceed with the appropriate outcome in accordance with its applicable policies.

15. POSSIBLE OUTCOMES

After reviewing the available information, Wookii may determine that one or more of the following outcomes is appropriate:

  • release of payment in accordance with the Escrow Policy;
  • approval of a full or partial refund where appropriate;
  • application of the 24-Hour Service Guarantee where applicable;
  • correction of booking or payment records;
  • facilitation of further communication between the parties;
  • no further action where the available information does not support the claim;
  • any other outcome reasonably permitted under Wookii’s Platform policies. Each dispute is assessed on its own facts and circumstances.

16. FRAUDULENT OR ABUSIVE DISPUTES

Wookii does not tolerate misuse of the dispute resolution process. Examples include:

  • knowingly submitting false information;
  • fabricated photographs or videos;
  • altered documents;
  • repeated frivolous disputes;
  • collusion between users;
  • attempts to obtain refunds or compensation through deception. Where Wookii reasonably believes that the dispute process has been abused, Wookii may:
  • reject the dispute;
  • request additional verification;
  • suspend or restrict account activity;
  • reverse improperly obtained benefits;
  • suspend or terminate accounts in accordance with the Terms of Service;
  • report suspected unlawful conduct to the appropriate authorities where required or permitted by law.

17. APPEALS

If either party believes that a dispute outcome was based on incomplete or inaccurate information, they may request a review. An appeal should include:

  • the booking reference;
  • an explanation of why the original outcome should be reconsidered; and
  • any new or previously unavailable evidence. Submitting an appeal does not guarantee that the original outcome will be changed.

18. USER CONDUCT DURING DISPUTES

While a dispute is being reviewed, Customers and Artisans must continue to comply with the Wookii Terms of Service and Community Standards. Users must not:

  • harass or threaten another user;
  • publish false or defamatory statements about another user;
  • attempt to intimidate Wookii staff;
  • interfere with the review process;
  • submit multiple duplicate disputes regarding the same issue without new information. Failure to comply with this section may result in enforcement action under the Terms of Service.

19. RECORD KEEPING

Wookii may maintain records relating to disputes, including:

  • dispute submissions;
  • booking records;
  • communications;
  • evidence provided by the parties;
  • review notes;
  • final outcomes. These records may be used for:
  • dispute resolution;
  • fraud prevention;
  • customer support;
  • internal quality assurance;
  • legal or regulatory compliance. Retention of such records is governed by the Wookii Privacy Policy and applicable law.

20. LIMITATION OF LIABILITY

Wookii acts as a technology marketplace connecting Customers and independent Artisans. In administering the dispute resolution process, Wookii seeks to conduct a fair review based on the information reasonably available. Nothing in this Policy guarantees that every dispute will result in a refund, payment release, corrective action or any particular outcome. Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

21. POLICY UPDATES

  • operational improvements;
  • changes to Platform features;
  • legal or regulatory developments;
  • enhancements to dispute management procedures. Where material changes are made, Wookii may notify users through the Platform or other appropriate communication channels. Continued use of the Platform after the updated Policy becomes effective constitutes acceptance of the revised Policy to the extent permitted by applicable law.

22. CONTACT US

If you have questions regarding this Policy or require assistance with a dispute, please contact: Wookii Nigeria Ltd Customer Support Email: support@wookii.com Support: Available through the Wookii mobile application and official customer support channels.

FINAL STATEMENT Wookii is committed to resolving disputes in a fair, transparent and consistent manner while protecting the interests of both Customers and Artisans. The dispute resolution process is designed to encourage cooperation, promote accountability and maintain confidence in the Wookii marketplace. By using the Wookii Platform, you acknowledge that you have read, understood and agree to this Dispute Resolution Policy.

Questions about this policy? Contact our Trust & Compliance Team at support@wookii.com