Falogis Complaints & Dispute Resolution Policy
Draft — not yet dated for publication
These documents are provided as preliminary business/legal drafts and have not yet been reviewed or approved by a qualified legal practitioner.
This policy explains how to raise a complaint about activity on Falogis, how complaints are investigated, and what outcomes are possible.
1. How to submit a complaint
Complaints are submitted through the Falogis contact page, or by using the reporting feature where one is available on the item concerned. Tell us who or what the complaint is about, what happened, when it happened, and what outcome you are seeking.
2. Complaint categories
Complaints generally fall into: marketplace and listing issues, seller conduct, buyer conduct, subscription and billing issues, Concierge service issues, Marketplace Partner conduct, auction issues, advertising issues, suspected fraud, and prohibited activity.
3. Marketplace disputes
Falogis is a platform. Contracts for goods and services are formed between the buyer and the third-party seller. Raise the matter with the other party first — most disputes are resolved that way — before escalating to Falogis.
4. Seller disputes
Complaints about a seller may concern misdescription, non-delivery, unresponsiveness, or breach of the Marketplace & Seller Rules. Falogis may review platform records and take action on the account or the listing.
5. Buyer disputes
Complaints about a buyer may concern abusive communication, time-wasting, fraudulent requests or misuse of contact details obtained through the platform.
6. Subscription complaints
Complaints about a plan, its features, activation, expiry or an amount recorded against your account are reviewed against the subscription record and the Subscription Terms.
7. Concierge complaints
Complaints about a Concierge job are reviewed against the request record and the updates posted on it. Internal staff notes are not disclosed to the complainant.
8. Partner complaints
Complaints about an independent Marketplace Partner are reviewed against the assignment record. Falogis may suspend or remove a Partner's access, but a Partner is not an employee of Falogis and Falogis does not guarantee a Partner's work.
9. Auction disputes
Bidding, closing and settlement are determined by the platform's recorded auction data. Bids are recorded server-side and cannot be altered by participants. Disputes are reviewed against those records.
10. Advertising disputes
Complaints about an advertisement — whether from a viewer or from an advertiser about a placement — are reviewed against the advertising record and the Advertising Terms.
11. Suspected fraud
Report suspected fraud immediately and stop communicating with the other party. Do not share passwords, one-time codes or banking credentials. Serious matters may be reported to the relevant authorities.
12. Prohibited activity
Reports of prohibited items, counterfeit or stolen goods, unlawful services or platform abuse are prioritised and may lead to immediate removal of content pending review.
13. Investigation
Falogis reviews the complaint against the platform records available to it — listings, requests, assignments, bids, subscriptions, advertising records and the administrative audit trail. Falogis is not a court and does not adjudicate contractual disputes between users.
14. Evidence
Provide clear, relevant evidence: references or links to the item, dates, screenshots of platform communication, and any payment evidence. Falsified evidence is itself a breach and may lead to suspension.
15. Response process
Complaints are acknowledged and reviewed in the order received, with priority given to safety, fraud and prohibited-item reports. Falogis does not commit to a fixed response deadline at this stage of the platform's operation, and will not promise a timescale it cannot reliably meet.
16. Escalation
If you are dissatisfied with the outcome, you may ask for the matter to be reviewed again, setting out what you believe was missed. A further review is conducted by someone other than the person who reached the original outcome where practical.
17. Account restrictions
Falogis may restrict specific features — listing, bidding, contact unlocks, advertising or Partner access — while a matter is investigated or as an outcome of it.
18. Suspension
Accounts involved in fraud, prohibited goods, harassment or repeated breaches may be suspended or terminated. Suspension does not entitle you to a refund of amounts properly due for services already used.
19. Resolution
Possible outcomes include: no action, guidance to the parties, removal or reclassification of content, correction of a platform record, restriction or suspension of an account, and referral to the authorities. Falogis cannot guarantee recovery of money or goods from another user.
20. External and legal remedies
Nothing in this policy limits any right you may have to pursue the other party directly, to complain to a regulator or consumer body in your market, or to seek legal advice.
21. Confidentiality
Complaint handling records, internal notes and the administrative audit trail are internal to Falogis and are not disclosed to users, except where disclosure is required by law.
22. Governing law
This draft is prepared on the basis of the laws of the Federal Republic of Nigeria, where Falogis is operated from. The final governing-law and jurisdiction position is to be confirmed by a qualified legal practitioner.
Falogis is operated by F A Logistics Nigeria Limited. Questions about this draft can be sent through the Falogis contact page.