Cash Chat Limited Dispute Resolution Policy
Effective Date: March 6, 2025
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Cash Chat Limited (“Cash Chat”) is committed to resolving any disputes that may arise in a fair, efficient, and timely manner. This Dispute Resolution Policy outlines the procedures for handling disputes between Cash Chat and its users, partners, and affiliates. It is designed to provide a clear, structured approach to resolving issues and ensuring a positive experience for all parties.
1. Scope of the Dispute Resolution Policy
This policy applies to all users, affiliates, and business partners of Cash Chat Limited, including those using Cash Chat’s social media platform, digital advertising services, wallet features, affiliate programs, and any other services offered by Cash Chat.
Disputes may arise in relation to, but are not limited to:
- User account issues, including registration, login, and account management.
- Payment and financial transactions, including wallet deposits, withdrawals, and fees.
- Affiliate program issues, including referral rewards, subscription fees, and commission payouts.
- Advertising services, including ad requests, impressions, and payment disputes.
- Technical issues, such as system errors, access problems, or service interruptions.
- Violations of terms and conditions, including disputes related to user conduct or content.
2. Steps to Resolve a Dispute
Step 1: Contact Cash Chat Support
If a user has a dispute, the first step is to contact Cash Chat’s Customer Support team. Users should submit their concerns by sending an email to support@cashchatapp.com or using the Support section within the Cash Chat app.
When contacting support, users should provide the following information:
- A clear description of the issue or dispute.
- Relevant account details, including the registered email address or phone number.
- Any supporting documentation or evidence (e.g., transaction receipts, screenshots).
- A description of the desired outcome or resolution.
Step 2: Acknowledgment of the Dispute
Upon receiving a dispute, Cash Chat will acknowledge the issue within 48 hours. A customer support representative will review the case and communicate with the user regarding the status of the dispute resolution process.
Step 3: Investigation of the Dispute
Once the dispute has been acknowledged, Cash Chat will investigate the issue. The investigation may involve reviewing transaction history, user account details, referral data, or any other relevant information related to the dispute.
The investigation process is expected to take no longer than 7 business days unless the issue requires further examination or additional information is needed.
Step 4: Resolution of the Dispute
Cash Chat will work to resolve the dispute in accordance with the following:
- If the dispute concerns a technical issue (e.g., system errors or transaction problems), Cash Chat will investigate the root cause and correct the issue as soon as possible.
- If the dispute involves a financial transaction (e.g., payment errors, withdrawal issues), Cash Chat will work to process the transaction or correct any errors, ensuring that the correct amounts are credited or debited from the user’s account.
- If the dispute concerns a violation of terms or conditions, Cash Chat will provide a detailed explanation of the violation and any necessary actions taken (e.g., account suspension, content removal).
- If the dispute involves a referral reward, affiliate payout, or advertising revenue issue, Cash Chat will review the affiliate program terms and any applicable conditions to ensure that the reward is distributed fairly.
After the investigation, Cash Chat will notify the user of the outcome and the steps taken to resolve the dispute. In most cases, Cash Chat will offer a solution within 7 business days.
Step 5: Escalation Process
If the user is unsatisfied with the resolution offered by Cash Chat support or if the issue remains unresolved after the initial investigation, the user may request an escalation to a higher authority within Cash Chat.
To escalate a dispute, the user should:
- Reply to the support response, stating their desire to escalate the issue.
- Provide any additional information or clarification that may assist in resolving the matter.
Once escalated, the dispute will be reviewed by a senior team member or manager who will conduct a further investigation and ensure the dispute is handled appropriately. Escalated disputes are expected to be resolved within 10 business days.
3. Mediation or Arbitration (If Necessary)
If a dispute cannot be resolved through internal review, Cash Chat and the user agree to attempt mediation through an independent third-party mediator. Mediation will be conducted in a neutral, unbiased manner to help both parties reach a mutually agreeable solution.
If mediation fails, Cash Chat and the user agree that any unresolved disputes will be settled through binding arbitration. The arbitration will be conducted under the rules of the relevant local laws and will take place in Kampala, Uganda.
4. User Responsibility
Users are responsible for ensuring that their accounts and personal details are up to date and accurate. Any disputes arising from incorrect or outdated information may not be eligible for resolution if the user has failed to provide accurate or complete details.
Users should also monitor their transactions regularly and report any discrepancies as soon as possible. Delays in reporting may limit the ability to resolve certain issues, such as financial disputes or transaction errors.
5. Time Limits for Filing a Dispute
Disputes must be filed within 30 days of the incident that caused the dispute. Disputes filed after this period may not be eligible for resolution unless there are exceptional circumstances that warrant an extension.
6. Final Decision
Cash Chat reserves the right to make the final decision on any dispute, subject to applicable laws and regulations. In all cases, Cash Chat will aim to act in a fair and reasonable manner in the best interest of both the user and the platform.
7. Changes to the Dispute Resolution Policy
Cash Chat reserves the right to amend or update this Dispute Resolution Policy at any time. Users will be notified of significant changes to the policy, and the updated policy will be made available on the Cash Chat platform.
8. Contact Information
For questions, concerns, or to initiate a dispute, users can contact Cash Chat’s support team:
- Email: support@cashchatapp.com
- Phone (for local users): 254745133259 / 256775036603
- Website: www.cashchatapp.com
By using Cash Chat’s services, users agree to follow the procedures outlined in this Dispute Resolution Policy and cooperate in resolving any disputes in a fair and timely manner. Cash Chat is dedicated to providing an exceptional experience for all users and strives to resolve issues to the satisfaction of all parties involved.
