MzDeal Dispute Resolution Policy

This Dispute Resolution Policy explains how conflicts between users, sellers, and MzDeal are handled. By using the MzDeal platform, you agree to follow this policy.

1. Purpose of This Policy

This policy establishes a fair, transparent, and efficient process for resolving disagreements involving:

Buyers and sellers

Users and MzDeal

Issues related to transactions, services, deliveries, refunds (when applicable), or platform usage

2. Types of Disputes Covered

This policy applies to disputes related to:

Item not received (only for items sold directly by MzDeal)

Item not as described (only for items sold directly by MzDeal)

Fraud or suspected scam

Violation of platform rules

Unauthorized account activity

Service-related issues (e.g., subscription problems, balance-related issues)

Suspension, removal, or moderation decisions taken by MzDeal

User-to-user conflicts

Note: For items sold by independent users, MzDeal is not responsible for delivery, quality, ownership, or refunds.

3. Disputes Involving Independent Sellers

MzDeal is a classified marketplace, not the seller of user-listed goods.
Therefore:

MzDeal does not mediate payment disputes between users.

MzDeal does not guarantee delivery, condition, or authenticity of user-listed goods.

MzDeal does not provide refunds for items sold by users.

Buyers must resolve issues directly with the seller.

If fraud is suspected, MzDeal may suspend or ban the seller but does not provide compensation.

If a buyer or seller engages in transactions outside the app:

MzDeal assumes zero responsibility.

MzDeal will not assist in providing personal details except when required by law enforcement.

4. Disputes Involving Items Sold by MzDeal

For items sold directly by MzDeal, users may open a dispute for:

Item not received

Wrong item delivered

Item damaged upon arrival

Item not matching the description

Eligible resolutions may include:

Replacement (if available)

Partial refund

Full refund

Refunds are only issued after:

MzDeal reviews evidence

MzDeal confirms a valid issue

The item (if applicable) is returned in required condition

5. Disputes About Subscriptions, Services, or Balances

MzDeal does not offer refunds for:

Subscriptions

Boosts or promotional services

Credits, balance top-ups, or digital services

Fees already consumed

Refunds are only issued if:

A technical error caused unintended charges

A duplicate payment occurred

A payment was made but the service failed to activate within 48 hours

6. Fraud-Related Disputes

MzDeal may investigate fraud-related disputes involving:

Fake listings

Identity impersonation

Payment scams (outside platform responsibility still applies)

Fake documents

Actions MzDeal may take:

Suspend or permanently ban the user

Block the listing

Request additional identity verification

Report the case to law enforcement (upon user request or if legally required)

However, MzDeal:

Does not reimburse losses caused by peer-to-peer fraud

Does not return money lost outside the platform

Does not disclose user data unless legally required

7. Dispute Submission Process

Users may open a dispute through:

The in-app support system

The Help Center

Email support (if available)

A valid dispute must include:

Order or transaction details (if applicable)

Description of the issue

Evidence (photos, screenshots, messages, receipts)

Identity verification if required

Incomplete or vague submissions may be rejected.

8. Investigation Timeline

Typical dispute resolution timelines:

24–72 hours: Initial review

3–7 days: Investigation and evidence evaluation

Up to 14 days: Final decision (complex cases may take longer)

Users will be informed of:

Progress

Additional evidence needed

Final decision

9. Final Decision by MzDeal

MzDeal’s decision in disputes is final, especially in cases involving:

Rule violations

Fraud suspicions

Abuse of platform features

Refund eligibility for MzDeal-sold products

Users who disagree may request a second review once, but:

New evidence is required

Repeated appeals without basis may be denied

10. Escalation to Law Enforcement

Users may escalate matters to local authorities at any time.
MzDeal will cooperate only when:

Presented with valid legal documentation (e.g., police request, court order)

Requested through official channels

MzDeal does not provide private user information otherwise.

11. Arbitration (If Required by Law)

If Mozambican or international digital commerce regulation requires arbitration:

Disputes will be handled by a recognized arbitration authority

Proceedings may be held online or in Maputo

Arbitration fees may be split between parties unless otherwise required by law.

12. Limitation of Liability

MzDeal is not responsible for:

Losses incurred in private transactions arranged via the platform

Payments made outside the app

Damages or injuries caused by user-to-user interactions

Users failing to verify items before purchasing

Fraud committed by third parties

MzDeal is responsible only for goods sold directly by MzDeal.

13. Agreement

By using the MzDeal platform, you acknowledge and agree to:

This Dispute Resolution Policy

MzDeal Terms of Sale

MzDeal Anti-Fraud & Verification Policy

MzDeal Advertising and Seller Policies

If you do not agree, you must stop using the platform.