Dispute resolution

This text is a working template drawn up for a B2B sourcing company based in Benin. It must be reviewed and validated by legal counsel before final production use and does not constitute legal advice.Details still to be completed in Admin → Settings: societe, email, ville, adresse, telephone.

1. Principle

[societe to be completed] favours the amicable and prompt resolution of any dispute related to the use of AFRICTECH SOURCING. This page describes the procedure applicable to Customers and Suppliers.

2. How to report a dispute

Reports are made in writing, from the client area (“Support” section) or at [email to be completed], stating: the reference of the request, proposal, order or invoice concerned; a precise description of the problem; any useful documents (photos, delivery notes, correspondence). An acknowledgement of receipt is sent.

3. Review by the Company

The Company reviews the file, obtains the other party's position and proposes a solution within an indicative period of ten business days from receipt of the complete file. Depending on the case, the solution may consist of a correction of the proposal or invoice, a replacement or additional equipment agreed with the Supplier, a full or partial refund under the conditions of the “Payments and refunds” page, or the reasoned closure of the file.

4. Disputes concerning equipment

Claims relating to the conformity, warranty, lead times or delivery of equipment are handled with the Supplier concerned, who is responsible for them. The Company facilitates exchanges, forwards the elements and, in the event of a proven failure by a Supplier, may suspend or remove that Supplier from the Platform. The Customer retains its direct remedies against the Supplier.

5. Payment disputes

Any dispute concerning an online payment must be reported without delay to [email to be completed]. The payment concerned is marked “disputed” during the review; the Company cooperates with the payment provider and the operator concerned. Proven fraudulent or unauthorised payments are refunded under the conditions provided.

6. Mediation and courts

If no agreement is reached within thirty days of the report, the parties may, by mutual agreement, refer the matter to a mediator or a recognised arbitration and mediation centre. Failing that, the dispute is brought before the competent courts of [ville to be completed] (Bénin), in accordance with the Terms and conditions, unless mandatory provisions provide otherwise.

7. Good faith

The parties undertake to cooperate in good faith, to provide accurate information and to preserve useful evidence throughout the procedure.

8. Contact

[societe to be completed] · [adresse to be completed], [ville to be completed], Bénin · [email to be completed] · [telephone to be completed].