onetro

Onetro legal

Dispute resolution policy

The process for resolving service, payment, appointment and platform disputes fairly and transparently.

ONETRO DISPUTE RESOLUTION POLICY

  1. Purpose

This Dispute Resolution Policy (“Policy”) sets out the mechanisms and processes for resolving any disputes, disagreements, or claims that may arise between users, service providers, or between users and Onetro in connection with the use of the Onetro platform. It aims to ensure fairness, transparency, and efficiency while protecting the integrity of the platform.

  1. Scope

This Policy applies to all users of Onetro, including clients, service providers, merchants, and affiliates. It covers issues such as service dissatisfaction, missed appointments, unauthorized charges, refund requests, platform-related grievances, and any other contractual or transactional disputes.

This Policy applies to all users globally. While Onetro is incorporated in Nigeria and governed primarily by Nigerian law, we recognize that international users may require tailored mechanisms for accessible and fair dispute resolution.

  1. General Principles
  • All parties are encouraged to attempt informal resolution in good faith before initiating a formal dispute.
  • Disputes will be handled impartially, with each party given the opportunity to present their case.
  • Confidentiality will be maintained throughout the resolution process.
  1. Informal Dispute Resolution Process

Before escalating any dispute formally, Users must initiate informal resolution by contacting Onetro within 7 days of the issue arising via support@onetro.co or through the in-app support system.

Process:

  • The parties (e.g., user and service provider) are encouraged to engage constructively.
  • Onetro’s support team will mediate within 3 business days, clarifying service terms, checking platform logs (e.g., session time stamps, communication history), and suggesting fair remedies.
  1. Escalation to Formal Resolution

If the informal process fails, the aggrieved party may escalate the dispute through the following steps:

  1. Internal Review
  1. A written complaint must be submitted via Onetro’s online Dispute Resolution Form.
  2. A dedicated Dispute Resolution Officer will review the case within 7 business days.
  3. The Officer may request supporting documents, screenshots, contracts, or any other relevant material.
  4. A resolution and recommendation will be provided to the parties within 14 days of the completed review.
  1. Remedies

Possible remedies include:

  • Full or partial refund
  • Rescheduling of sessions
  • Service credit
  • Account suspension or termination (in cases of misconduct)
  • Referral to external legal channels
  1. External Resolution- Mediation or Arbitration

Where internal resolution is unsuccessful or rejected:

Nigerian Users

  • The matter may be referred to mediation or arbitration at the Lagos Multi-Door Courthouse (LMDC) or any other recognized alternative dispute resolution (ADR) body in Nigeria.
  • Arbitration shall be conducted in accordance with the Arbitration and Mediation Act, 2023.
  • The language of proceedings shall be English, and the seat of arbitration shall be Lagos, Nigeria or any other recognized jurisdiction in Nigeria.

International Users

For users outside Nigeria, Onetro may offer resolution through a recognized online arbitration or mediation platform, such as:

  • ODR Africa
  • Modria or FairClaims (for online dispute resolution)
  • A virtual ADR session conducted under UNCITRAL or IBA guidelines

Parties may mutually agree on a neutral venue, forum, or ADR provider. If no agreement is reached, the default will remain the LMDC in Lagos, Nigeria, and the Arbitration and Mediation Act, 2023 shall apply. All proceedings shall be conducted in English. Each party shall bear its own costs unless otherwise directed by the arbitrator. The decision of the arbitrator shall be final and binding.

  1. Jurisdiction and Governing Law

This Policy is governed by the laws of the Federal Republic of Nigeria.

By using the platform, users agree that:

  • Nigerian law governs all matters relating to Onetro.
  • Disputes shall be resolved in Nigeria, except where required otherwise by mandatory consumer protection laws of the user’s jurisdiction, in which case a mutually agreed neutral dispute process will be adopted.
  1. Class Action Waiver
  1. Any arbitration proceeding will take place on an individual basis;
  2. You expressly waive your ability to participate as a plaintiff or class member in any purported class, mass, collective, private attorney general or other representative proceeding;
  3. There shall be no class claims, consolidation, or joinder allowed in any arbitration between the parties;
  4. If this arbitration agreement is found inapplicable to your dispute with Onetro, this class action waiver will continue to apply in litigation; and
  5. You agree that this class action waiver is an essential element of our agreement and that it may not be severed.

The arbitrator shall not consolidate claims of different users into one proceeding, nor shall the arbitrator have the power to hear arbitration as a class action, collective action, or representative action.

Similarly, any claims covered by this dispute resolution agreement that Onetro may have against a user may not be brought as a plaintiff or class member in any purported class action, collective action or representative action proceeding.

  1. Fraud or Abuse

Disputes involving potential fraud, abuse, or misuse of the platform will be subject to enhanced scrutiny and may be referred to appropriate regulatory or law enforcement authorities.

  1. Amendment

Onetro reserves the right to update or modify this Policy at any time. Users will be notified of any material changes.

  1. Contact

For questions or to initiate a dispute, users may contact:

NOTE: 

This Dispute Resolution Policy shall remain in full force and effect and survive the expiration or termination of any other agreement or policy between you and Onetro, regardless of the reason for such expiration or termination.

By using the Onetro platform or services, you unconditionally agree to be bound by this Dispute Resolution Policy. This agreement is binding and enforceable, and you expressly waive any right to commence or participate in any form of class action, representative action, or court-based litigation, except where such waiver is unenforceable under applicable law.

You acknowledge that you have read, understood, and accepted the terms of this Policy and that it represents a legally binding commitment. You further acknowledge that you have had the opportunity to seek independent legal advice prior to acceptance.