Dispute Resolution Policy

Many issues can be resolved quickly by communicating directly and respectfully with the other party through the Platform's messaging functionality, where it is safe to do so. If you cannot reach a satisfactory resolution, you may open a dispute.

You may open a dispute in relation to a booking through the Platform. During Early Access, we do not impose a strict dispute deadline. Instead, disputes should be reported as soon as reasonably possible after the issue arises, while information is still available.

Disputes may relate to matters such as:

• Service not provided, or not provided as agreed;
• Pricing, scope or scheduling disagreements;
• Payment, refund or verification issues;
• Conduct, communication or professionalism concerns; and
• Damage, safety or other losses connected to a booking.

To help us review a dispute, you may be asked to provide relevant evidence, such as booking details, messages, payment records, photos or other documentation. Please provide truthful and accurate information.

TrustLink acts as a facilitator. We will review the available information and may contact either party for clarification. Our review is administrative and aimed at facilitating a fair outcome; it is not a judicial process and does not replace any rights you may have under applicable law.

You agree to cooperate in good faith with any reasonable TrustLink review process, including responding promptly and providing relevant information. Failure to cooperate may affect the outcome of a dispute.

During a dispute, payment and refund status are assessed separately from booking status. A verified payment may be held, reversed (refunded) or left in place depending on the outcome. See our Cancellation & Refund Policy.

Depending on the circumstances, outcomes may include:

• No action (for example where a dispute is unfounded or outside scope);
• Clarification or a request for more information;
• A recorded refund;
• A warning, restriction or suspension of a user account; and
• Referral to the appropriate authorities for serious matters.

TrustLink facilitates dispute handling but is not a court or tribunal. TrustLink does not adjudicate legal liability and is not responsible for the acts or omissions of users, except where liability cannot lawfully be excluded.

Where a dispute involves serious safety concerns or potential criminal conduct, you should also contact the appropriate authorities directly. TrustLink may take immediate protective action on the Platform, including account suspension, and may cooperate with lawful requests from authorities.

TrustLink may keep records of disputes and their outcomes for operational, safety, fraud-prevention and legal purposes, in line with our Privacy Policy.

If you are not satisfied with how a dispute is handled, you may contact us to request a further review. You also retain any rights you may have under applicable law, including the right to seek redress through the courts of Sierra Leone where permitted by law.

To raise or follow up on a dispute, contact us at admin@trust-link-sl.com or +232 76 665228.