Term Conditions Page

Complaints Handling Policy

At Kreatives.co.ke, we are committed to providing the best possible service and ensuring our customers have a positive experience. However, we understand that disputes may sometimes arise. This Disputes and Resolution Policy outlines the procedures and guidelines for resolving any disagreements or conflicts that may occur between Kreatives.co.ke and its customers.

Scope

This policy applies to all customers of Kreatives.co.ke who have engaged in any form of business or services with our platform.

Dispute Resolution Principles

3.1 Fairness: We are committed to handling disputes in a fair and impartial manner, ensuring that all parties have an equal opportunity to present their case.

3.2 Transparency: The dispute resolution process will be transparent, with clear communication about the steps involved and the progress made.

3.3 Timeliness: We will endeavor to resolve disputes promptly and efficiently to minimize any potential inconvenience to the parties involved.

Types of Disputes

Disputes that may be covered by this policy include, but are not limited to:

Issues with delivered products or services, such as quality, defects, or non-compliance with specifications.

Payment disputes or billing discrepancies.

Misunderstandings or miscommunication between customers and Kreatives.co.ke.

Dispute Resolution Process

5.1 Informal Resolution

We encourage customers to first attempt to resolve any disputes informally by reaching out to our customer support team. Our customer support representatives will work diligently to address the issue and find a mutually satisfactory resolution.

5.2 Formal Resolution

If the dispute remains unresolved through informal means, either party may initiate a formal dispute resolution process by submitting a written complaint or request for resolution. The complaint should include a detailed description of the dispute, relevant documents or evidence, and any proposed solutions.

5.3 Mediation

In cases where a formal resolution is required, both parties may agree to participate in mediation. A neutral third party will act as a mediator to facilitate discussions between the parties and assist in finding a resolution.

5.4 Arbitration

If mediation does not lead to a resolution or is not agreed upon, the parties may opt for arbitration. An independent arbitrator will review the evidence and arguments presented by both parties and make a final, binding decision.

Final Decision

The decision reached through mediation or arbitration will be final and binding on both parties. All parties involved agree to abide by the decision and undertake any actions necessary for its implementation.

Confidentiality

All information shared during the dispute resolution process will be treated with strict confidentiality, except where disclosure is required by law.

Review and Amendment

Kreatives.co.ke reserves the right to review and amend this Disputes and Resolution Policy at any time. Any updates or changes will be communicated to customers through appropriate channels.

Contact Information

For any questions or concerns regarding this policy or the dispute resolution process, customers may contact Kreatives.co.ke's customer support team at support@kreatives.co.ke.