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ReReadery Dispute Resolution Policy

Effective Date: 18/11/2024

Last Updated: 16/11/2024

At ReReadery, we aim to provide a transparent, fair, and efficient resolution process for disputes between buyers, sellers, and ReReadery. This Dispute Resolution Policy outlines the steps, procedures, and rights of all parties in resolving issues that may arise during the use of our platform.

This policy is crafted to comply with South African laws, including the Consumer Protection Act, 68 of 2008 (CPA), the Electronic Communications and Transactions Act, 25 of 2002 (ECTA), and other applicable legislation.

If you have any questions or need assistance, please contact us at admin@rereadery.co.za.

1. Scope of the Dispute Resolution Policy

1.1 This policy applies to disputes involving:

1.1.1. Buyers and sellers regarding transactions on ReReadery.

1.1.2. Users (buyers or sellers) and ReReadery regarding platform services.

1.2 This policy does not cover disputes unrelated to the ReReadery platform, such as personal disputes between buyers and sellers outside our platform or delivery services not arranged through ReReadery.

2. General Principles

2.1 Good Faith: All parties are expected to act in good faith during the dispute resolution process.

2.2 Timely Resolution: ReReadery will work to resolve disputes as quickly and fairly as possible.

2.3 Neutrality: ReReadery acts as a neutral mediator and not as a judge or arbitrator.

3. Dispute Categories and Resolution Process

3.1 Buyer-Seller Disputes

These may include:

3.1.1. Incorrect, damaged, or misrepresented items.

3.1.2. Non-delivery of purchased items.

Resolution Process:

  • Step 1: Buyer Notification: The buyer must notify ReReadery within 7 days of receiving the item or within 7 days of the expected delivery date in case of non-delivery.
  • Step 2: Evidence Submission: The buyer must provide supporting evidence, such as photographs of the item or proof of payment.
  • Step 3: Seller Response: The seller has 5 business days to respond and provide their evidence or explanation.
  • Step 4: ReReadery Mediation: If no agreement is reached, ReReadery will mediate the dispute, considering all evidence and compliance with platform policies.

Possible Outcomes:

  • Refund to the buyer.
  • Exchange or replacement of the item.
  • Dismissal of the claim if no fault is found.

3.2 Seller-Delivery Disputes

These may include issues such as delayed or lost deliveries.

Resolution Process:

  • Step 1: Seller Notification: The seller must notify ReReadery within seven (7) calendar days of the issue.
  • Step 2: Investigation: ReReadery will liaise with the delivery partner to investigate the matter.
  • Step 3: Resolution: ReReadery will provide a resolution based on the outcome of the investigation, which may include compensation for lost or damaged goods as per the delivery service agreement.

3.3 Platform-User Disputes

These may include issues such as account suspension, commission disputes, or incorrect payouts.

Resolution Process:

  • Step 1: User Notification: The user must notify ReReadery via email at admin@rereadery.co.za within seven (7) calendar days of the issue.
  • Step 2: Internal Review: ReReadery will investigate the matter and provide a response within 10 business days.
  • Step 3: Escalation: If the user is not satisfied, the issue can be escalated to senior management for further review.

4. Resolution Timelines

4.1 ReReadery will aim to resolve disputes within thirty (30) business days of receiving all necessary evidence and responses.

4.2 Complex disputes requiring extensive investigation may take longer, but parties will be kept informed throughout the process.

5. Appeals

If a party disagrees with the outcome of a dispute resolution process, they may request an appeal within seven (7) calendar days of the decision. Appeals will be reviewed by senior ReReadery personnel.

6. Binding Arbitration (if necessary)

6.1 If a dispute cannot be resolved through mediation, the parties agree to binding arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA).

6.2 Arbitration costs will be borne equally by both parties unless otherwise determined by the arbitrator.

7. User Responsibilities

7.1 Provide accurate and complete information during the resolution process.

7.2 Cooperate with ReReadery and other parties to resolve the dispute.

7.3 Abide by the final decision reached through mediation or arbitration.

8. ReReadery's Responsibilities

8.1 Maintain neutrality and fairness in mediating disputes.

8.2 Communicate clearly and promptly throughout the resolution process.

8.3 Protect the confidentiality of all parties involved.

9. Exclusions

This policy does not cover:

9.1 Disputes between users and external service providers not engaged through ReReadery.

9.2 Claims arising from misuse of the platform contrary to our Terms of Service, Privacy Policy, or Seller Agreement.

10. Changes to This Policy

ReReadery reserves the right to amend this policy at any time. Changes will be posted on our website with a revised "Last Updated" date. Continued use of the platform constitutes acceptance of the revised policy.

11. Contact Us

For assistance or to initiate a dispute resolution process, please contact: