IN THE MATTER OF CONFLICTS AND DISAGREEMENTS ON THE GOODEALS E-COMMERCE PLATFORM

DISPUTE RESOLUTION POLICY

Version: 2.1.0 | Effective Date: 05 August 2026

ARTICLE 1: PURPOSE AND SCOPE

1.1. This Dispute Resolution Policy ("Policy") provides the official, structured process for resolving disagreements between Buyers and Vendors ("the Parties") on the GOODEALS platform ("Platform").

1.2. The primary objective of this Policy is to provide a fair, transparent, and efficient internal mechanism for mediation and adjudication, thereby fostering trust and security within the GOODEALS ecosystem.

1.3. By transacting on the Platform, both Buyers and Vendors agree to participate in this process in good faith. This Policy is an integral part of both the Buyer Terms and Conditions and the Vendor Agreement.

1.4. THIS PROCESS DOES NOT REPLACE YOUR LEGAL RIGHTS. Nothing in this Policy is an arbitration agreement, and nothing in it requires you to complete our internal process before seeking redress elsewhere. A Buyer may at any time — before, during, or after a dispute here — complain to the Federal Competition and Consumer Protection Commission (FCCPC) or commence proceedings in court. We will not treat doing so as a breach of this Policy or of any agreement with us.

ARTICLE 2: INITIATING A FORMAL DISPUTE

2.1. A formal dispute can only be initiated after an initial attempt at resolution has failed. This typically occurs when: a. A Buyer's return request is rejected by a Vendor, and the Buyer disagrees with this decision. b. A Vendor claims a returned item was sent back in a damaged or incomplete state by a Buyer.

2.2. To initiate a dispute, the aggrieved party ("the Complainant") should open the relevant order and select "Report an issue", or contact support@goodeals.com.ng quoting the order number. A dispute raised by either route is handled identically under this Policy.

2.3. Whichever route you use, give us a detailed account of the issue and attach all relevant evidence. There is no separate form to obtain: the order screen prompts you for these details, and if you write to us by email simply include them in your message. Evidence is critical and may include:

Clear photographs or videos of the item in question.
Screenshots of communications with the other party.
Any other documentation that supports the Complainant's claim.

ARTICLE 3: THE DISPUTE RESOLUTION PROCEDURE

The procedure shall follow a clear, four-step process:

3.1. Step 1: Notification and Response (3 Business Days) a. Upon submission of a valid dispute, GOODEALS will formally notify the other party ("the Respondent"). b. The Respondent will have three (3) business days from the time of notification to submit a formal response, including their own statement and any countervailing evidence. c. Failure by the Respondent to reply within this timeframe will result in a default judgment in favor of the Complainant.

3.2. Step 2: Case Review and Mediation (5 Business Days) a. The case will be assigned to a trained member of the GOODEALS Trust & Safety team, who will act as a neutral mediator ("Resolution Specialist"). b. The Resolution Specialist will conduct a thorough review of all evidence and statements submitted by both Parties. c. The Specialist may, at their discretion, contact either Party to request additional information or clarification.

3.3. Step 3: Adjudication and Ruling a. Based on the evidence presented and in accordance with all applicable GOODEALS policies (including the Return Policy, Vendor Agreement, etc.), the Resolution Specialist will issue a formal, written ruling on the matter. b. The ruling will provide a clear explanation for the decision reached.

3.4. Step 4: Enforcement

a. Who the ruling binds. The ruling binds GOODEALS and it binds the Vendor: if the Specialist decides for the Buyer, we give effect to that decision and the Vendor cannot refuse it. The ruling does NOT bind a Buyer who is a consumer. A Buyer who is dissatisfied keeps every right described in Article 1.4.

b. GOODEALS will take immediate action to enforce the ruling, which may include, but is not limited to:

Processing a full or partial refund to the Buyer.
Releasing held funds to the Vendor.
Issuing a formal warning to a Party found to be in violation of platform policies.
Applying a penalty to a Vendor's performance metrics.

ARTICLE 4: OBLIGATIONS OF THE PARTIES

4.1. Both Parties are required to cooperate fully with the Resolution Specialist and to provide truthful, accurate information in a timely manner throughout the process.

4.2. Any attempt to manipulate the dispute process through false evidence or misleading statements is a serious violation of our Acceptable Use Policy and may result in immediate account suspension.

This policy is established to ensure that disagreements are handled with procedural fairness and integrity, thereby protecting all members of the GOODEALS community.