Dispute Resolution Policy

Last Updated: 13 December 2025

This Dispute Resolution Policy (“Policy”) forms an integral part of the Hustlefella Refunds & Returns Policy, Terms & Conditions, Vendor Policy, and all platform rules. By using Hustlefella.com (“Hustlefella”, “the Platform”, “we”, “us”), all users agree to be bound by this Policy.

This Policy governs how disputes, complaints, refund disagreements, non-delivery claims, service performance issues, auction conflicts, and payment-related conflicts are handled on the Platform.

1. Purpose & Principles

1.1 Hustlefella provides a structured, fair, and efficient dispute resolution framework intended to:

  • Encourage direct resolution between users
  • Protect buyers and vendors from abuse
  • Protect Hustlefella as a neutral intermediary
  • Minimise chargebacks and legal escalation

1.2 Hustlefella is not a court, arbitrator, or employer and does not provide legal advice.

2. Scope of Disputes Covered

This Policy applies to disputes arising from:

  • Marketplace purchases (physical or digital goods)
  • Auctions and bidding outcomes
  • Services, freelance work, and milestone payments
  • Talent hiring, placements, and engagements
  • Non-delivery, late delivery, or damaged goods
  • Misrepresentation or alleged fraud
  • Refund denials or partial refunds
  • Platform fee disagreements

Disputes outside platform transactions may be declined.

3. Mandatory Informal Resolution (Stage 1)

3.1 Initial Contact Required
Buyers must first attempt to resolve disputes by contacting the vendor via Hustlefella’s internal messaging system.

3.2 Response Time
Vendors must respond within 5 business days.

3.3 Failure to engage in good faith may result in penalties under this Policy.

4. Formal Dispute Submission (Stage 2)

4.1 If unresolved, either party may escalate the matter to Hustlefella by submitting a Formal Dispute via the platform.

4.2 Disputes must be submitted within applicable time limits stated in the Refunds & Returns Policy.

4.3 Required information includes:

  • Order or transaction ID
  • Clear description of the dispute
  • Supporting evidence (photos, videos, messages, delivery proof)

Incomplete submissions may be rejected.

5. Evidence & Burden of Proof

5.1 The party making a claim bears the burden of proof.

5.2 Acceptable evidence includes:

  • Platform messages
  • Delivery confirmations
  • Time-stamped photos or videos
  • Contracts, milestones, or job descriptions

5.3 Hustlefella may request additional evidence or clarification.

6. Platform Review & Interim Measures

6.1 Hustlefella may, at its discretion:

  • Place funds on hold
  • Suspend withdrawals
  • Freeze listings or bidding privileges
  • Temporarily restrict accounts

6.2 These measures are not determinations of fault.

7. Determination & Outcomes (Stage 3)

7.1 After review, Hustlefella may determine:

  • Full refund
  • Partial refund
  • Replacement or re-performance
  • No refund
  • Release of held funds to vendor

7.2 Determinations are made based on:

  • Platform policies
  • Evidence provided
  • Fair commercial practice
  • Applicable South African consumer law (where applicable)

7.3 Hustlefella’s determination is final for platform purposes.

8. Special Rules by Transaction Type

8.1 Auctions

  • All bids are binding
  • Disputes are limited to non-delivery, misrepresentation, or fraud

8.2 Digital Goods

  • Access logs may be used to deny refunds

8.3 Services & Freelancing

  • Work completed to date may be deemed payable
  • Milestones are assessed independently

8.4 Talent Hiring

  • Hustlefella is not an employer
  • Performance disputes remain commercial disputes

9. Abuse, Bad Faith & False Claims

9.1 Hustlefella will act against:

  • Refund abuse
  • Serial disputing
  • False evidence
  • Extortion or threats

9.2 Sanctions may include:

  • Warning notices
  • Loss of dispute privileges
  • Account suspension or termination
  • Permanent platform ban

10. Chargebacks & External Escalation

10.1 Users are required to complete the Hustlefella dispute process before initiating chargebacks.

10.2 Chargebacks may result in:

  • Immediate account review
  • Recovery of fees
  • Suspension of platform privileges

10.3 Hustlefella may provide evidence to payment providers.

11. Timeframes

  • Vendor response: 5 business days
  • Evidence submission: 7 business days from request
  • Platform review: 10–20 business days (indicative)

Delays caused by users may result in adverse determinations.

12. No Class Actions & Limitation

12.1 Disputes must be brought individually.

12.2 Hustlefella does not guarantee outcomes and limits liability to the extent permitted by law.

13. External Legal Remedies

13.1 Nothing in this Policy prevents users from pursuing statutory rights.

13.2 Hustlefella may require disputes to be resolved in the jurisdiction specified in its Terms & Conditions.

14. Policy Amendments

Hustlefella may amend this Policy at any time. Continued use of the Platform constitutes acceptance.

15. Contact & Support

All disputes must be submitted through Hustlefella’s official support and dispute channels.

By using Hustlefella, all users acknowledge and agree to this Dispute Resolution Policy.

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