1. Introduction

By using the Tebhela Platform, users acknowledge that Tebhela acts solely as a facilitator of transactions and is not a party to any transaction, agreement, or negotiation between users. Tebhela is not liable for any disputes or claims that may arise between users or with third-party service providers. This policy outlines the procedures for resolving the following types of disputes:

• Disputes related to Tebhela’s services
• Disputes involving third-party services
• Disputes between users regarding transactions

2. Disputes Related to Tebhela’s Services

Should a dispute arise between a user and Tebhela concerning Tebhela’s role as a facilitator, the following steps apply:

• Negotiation: The disputing party must notify Tebhela in writing. Parties must then engage in direct discussions to resolve the issue within seven (7) business days.
• Mediation: If negotiation fails, the dispute will be referred to mediation under the Arbitration Foundation of Southern Africa (AFSA) Mediation Rules.
• Arbitration: Should mediation not resolve the issue, the matter will proceed to arbitration under the AFSA Domestic Arbitration Rules.

Tebhela is not liable for the outcome of any user transactions and provides only limited support within the defined scope of its services.

3. Disputes Involving Third-Party Services

While Tebhela may connect users to third-party service providers (e.g., payment or logistics), such providers operate independently.

• Users must resolve disputes directly with the third-party provider.
• Tebhela may offer limited assistance in escalating concerns but bears no obligation to intervene or offer compensation.
• Users are bound by the dispute procedures outlined by the relevant service providers.

4. Disputes Between Users

Tebhela does not resolve disputes between buyers and sellers. Users are expected to resolve disputes in good faith through direct negotiation. Tebhela offers a structured Dispute Resolution Process for transactions involving materially misrepresented goods or services.

• Tebhela does not act as either a buyer or seller and accepts no liability for user-to-user disputes.
• Disputes must be reported through Tebhela’s platform.
• Where applicable, Tebhela may collaborate with service providers to temporarily suspend transactions and hold funds until resolution.
• If no resolution is achieved within ten (10) business days, users may be referred to the Small Claims Court (for disputes not exceeding R20,000).

5. Cancellation of Transactions

Transactions may be cancelled with the written consent of all involved parties. Requests must be submitted through Tebhela’s official communication channels.

6. Severability

This Dispute Resolution Policy remains enforceable regardless of whether the User Agreement is terminated or deemed unenforceable.

7. Notices and Legal Correspondence

Tebhela’s designated address for legal correspondence will be communicated on its platform and may be updated from time to time. Users are responsible for maintaining accurate contact details.

• Notices delivered by hand are deemed received on the date of delivery.
• Notices sent via registered mail are deemed received ten (10) days after posting.
• Email communications are deemed received upon receipt confirmation.