Complaints Policy

At soko.tz, we are committed to providing a transparent, fair, and efficient process for handling complaints. We value all feedback and use it as an opportunity to improve our services and user experience.

1. Purpose
The purpose of this Complaints Policy is to ensure that users of soko.tz can raise concerns or complaints and have them addressed in a timely, respectful, and fair manner.

2. Scope
This Policy applies to all users of the soko.tz platform, including buyers, sellers, and third-party partners. It covers complaints related to:

Platform functionality or technical issues

User conduct (e.g., fraud, harassment, or policy violations)

Disputes related to transactions

Content posted on the platform

Any other aspect of our services

3. How to Make a Complaint
Users can submit complaints via the designated complaint submission form or support section on our platform. Please provide:

A clear description of the issue

Relevant details (e.g., usernames, listing IDs, transaction information)

Any supporting evidence (screenshots, messages, etc.)

Anonymous complaints may be considered but are harder to investigate thoroughly.

4. Complaint Handling Process
Once a complaint is received, we will:

Acknowledge receipt of the complaint within a reasonable timeframe.

Investigate the matter, which may include contacting involved parties and reviewing relevant records.

Respond with our findings and the outcome, which may include:

Resolution or clarification of the issue

Warning, suspension, or removal of users in breach of our policies

Policy or feature adjustments based on feedback

We aim to resolve most complaints within 7 to 14 business days, depending on complexity.

5. User Cooperation
Users are expected to cooperate fully during investigations. Misleading, false, or malicious complaints may result in appropriate action, including account restrictions.

6. Appeals
If you are not satisfied with the outcome of your complaint, you may request a review. Appeals must be submitted within 7 days of receiving our decision, clearly stating the grounds for reconsideration.

7. Confidentiality
All complaints are handled with discretion. We protect the confidentiality of complainants and involved parties, unless disclosure is required by law or necessary to resolve the issue.

8. Policy Review
We review this Complaints Policy periodically to ensure it remains effective and in line with best practices. Changes will be posted on our platform, with the updated effective date.