Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Complaint Resolution Policy

Servana is committed to fair and timely resolution of disputes between users and between users and the platform. This Complaint Resolution Policy outlines the process for raising, mediating, and escalating complaints.

1. Types of Complaints We Handle

• Order disputes: Wrong item, damaged goods, non-delivery, quality issues
• Booking disputes: Service not performed, poor quality, provider no-show
• Payment disputes: Unauthorized charges, refund not received, wallet errors
• Delivery disputes: Late delivery, missing items, rider conduct
• Vendor/provider conduct: Misleading listings, refusal to fulfill orders
• Customer conduct: Fraudulent returns, abuse of delivery partners
• Platform issues: Technical errors, account access problems, policy disagreements

2. Step 1: Direct Resolution

Before escalating to Servana, we encourage you to:

1. Contact the other party through in-app messaging to discuss the issue
2. Clearly state the problem and your desired resolution (refund, replacement, reschedule)
3. Allow 48 hours for the other party to respond

Many disputes are resolved quickly through direct communication.

3. Step 2: In-App Dispute Center

If direct resolution fails, open a formal dispute:

1. Go to My Orders or My Bookings
2. Select the relevant transaction
3. Tap Report Issue or Open Dispute
4. Select the dispute category and describe the issue
5. Upload supporting evidence (photos, screenshots, messages)
6. Submit your dispute

Both parties will be notified and may submit their responses through the dispute center.

4. Step 3: Servana Mediation

Servana's dispute resolution team will review the case within 7 business days and may:

• Request additional information from either party
• Review order details, chat history, delivery proof, and payment records
• Propose a resolution (full refund, partial refund, replacement, credit, or no action)
• Issue a binding decision based on platform policies and evidence

Mediation decisions are based on our Refund & Return Policy, Cancellation Policy, and the evidence provided by both parties.

5. Resolution Outcomes

Possible outcomes include:

• Full refund to original payment method or Servana Wallet
• Partial refund based on the extent of the issue
• Replacement item shipped at vendor's expense
• Store credit or wallet credit as compensation
• Rescheduled service with a different provider
• No action if the complaint is unsubstantiated
• Account action against the party found in violation of platform policies

6. Step 4: Escalation

If you disagree with Servana's mediation decision, you may escalate:

1. Email escalations@servana.ng within 14 days of the decision
2. Include your dispute reference number and reason for escalation
3. A senior resolution specialist will review within 10 business days
4. The escalation decision is final within the Servana platform

7. External Resolution

If you remain unsatisfied after exhausting Servana's internal process, you may seek resolution through:

• Federal Competition and Consumer Protection Commission (FCCPC): Nigeria's consumer protection authority
• Nigeria Data Protection Commission (NDPC): For data privacy complaints
• Courts of the Federal Republic of Nigeria: As provided in our Terms of Service

8. Time Limits

• Product disputes: Must be raised within 7 days of delivery
• Service disputes: Must be raised within 48 hours of service completion
• Payment disputes: Must be raised within 30 days of the transaction
• Food order disputes: Must be raised within 2 hours of delivery

Complaints raised after these windows may not be eligible for resolution.

9. Good Faith Requirement

All parties must participate in dispute resolution in good faith. Filing false or frivolous complaints, providing fabricated evidence, or abusing the dispute system may result in account suspension.

10. Contact

Dispute center support: support@servana.ng · Escalations: escalations@servana.ng

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Questions? Contact support@servana.ng or privacy@servana.ng.