BuildHero Internal Dispute Resolution Process
Effective Date:
1. Purpose
1.1 This Internal Dispute Resolution Process ("Process") sets out how BuildHero (Pty) Ltd ("BuildHero") manages and resolves disputes arising between Customers and Suppliers in connection with bookings made on the BuildHero Platform.
1.2 The Process is designed to:
- ensure procedural fairness to both Customers and Suppliers;
- facilitate efficient and cost-effective resolution; and
- limit BuildHero's involvement to its proper role as an intermediary and limited commercial agent for payment facilitation.
1.3 Refund approvals and payout adjustments may only be authorised by the Finance Manager, or a delegated senior BuildHero representative as recorded in BuildHero's internal Delegation of Authority Register.
1.4 This Process must be read together with the BuildHero Refund & Cancellation Policy, which governs refund conditions, payout rules, and payment timelines.
2. Scope
2.1 This Process applies to disputes relating to:
- quality or completion of services;
- delays, cancellations or non-performance; and
- refund or adjustment requests under the Refund and Cancellation Policy.
2.2 This Process does not apply to:
- personal injury, property damage or consequential loss claims;
- private arrangements made outside the Platform; or
- matters requiring technical assessment, legal proceedings, or independent arbitration.
3. Guiding Principles
3.1 Neutral Facilitation: BuildHero's role is to facilitate fair engagement, not to adjudicate or enforce workmanship standards.
3.2 Limited Scope: BuildHero's involvement ends once it has reviewed the facts, applied this Process, and issued a determination.
3.3 Finality: BuildHero's decision is final and binding on Platform processes, without prejudice to either party's right to pursue independent remedies.
3.4 Transparency: Both parties must be given reasonable opportunity to provide documentation or responses.
3.5 Compliance: The Process operates in accordance with the Consumer Protection Act 68 of 2008 (CPA) and BuildHero's Refund & Cancellation Policy.
4. Step-by-Step Dispute Process
4.1 Step 1: Dispute Submission
4.1.1 The Customer must log a dispute through the Platform or email support@buildhero.co.za within the 24-hour dispute period (or as otherwise stated on the Platform).
4.1.2 The dispute must include:
- the booking reference;
- a description of the issue; and
- any supporting evidence (photos, messages, or documents).
4.2 Step 2: Supplier Response
4.2.1 BuildHero forwards the dispute to the Supplier, who has two (2) business days to respond and provide their version or evidence of completion.
4.2.2 If the Supplier fails to respond or cooperate within the required time period, BuildHero may finalise the determination based on available evidence, and any refund due may be deducted from the Supplier's retention or next payout.
4.3 Step 3: Review and Preliminary Assessment
4.3.1 BuildHero reviews the submissions for completeness and determines whether:
- the dispute falls within the Refund & Cancellation Policy;
- sufficient proof exists that work was performed or not performed; and
- there is any prima facie entitlement to a refund or remedial action.
4.3.2 Where additional information is required, BuildHero may request limited clarifications from either party.
4.4 Step 4: Determination
4.4.1 BuildHero will issue a written outcome within five (5) business days of receiving all required information, after which refund processing timelines under the Refund & Cancellation Policy will apply.
4.4.2 Possible outcomes include:
- Refund: full or partial, processed in accordance with the Refund Policy and deducted from the Supplier's retention or next payout;
- Rework/Remedy: Supplier requested to rectify issues at no additional cost; or
- Dismissal: no refund or remedy where evidence supports satisfactory completion or Customer fault.
4.4.3 The decision will be communicated in writing to both parties.
5. Finality of BuildHero's Decision
5.1 BuildHero's decision concludes its internal process and is final and binding for purposes of the Platform's operation, payout, and refund mechanisms.
5.2 If either the Customer or the Supplier disputes BuildHero's decision, they may pursue independent remedies, including:
- direct negotiation between the parties;
- referral to the Consumer Goods and Services Ombud (CGSO); or
- legal action in a court of competent jurisdiction.
5.3 BuildHero shall not be required to participate in or fund any external dispute, nor will it be liable for any consequential loss, delay, or costs arising from such dispute.
6. Documentation and Cooperation
6.1 BuildHero undertakes to provide the parties with reasonable access to transaction records, communications, and other relevant information held on the Platform necessary for the fair resolution of the dispute.
6.2 BuildHero's cooperation is limited to the provision of such documentation or factual data; it will not act as an expert witness, mediator, or arbitrator.
6.3 Any release of documentation is subject to applicable privacy, data protection, and confidentiality obligations.
6.4 All information exchanged during the dispute process is handled confidentially and in accordance with BuildHero's Privacy Policy. Information will only be shared where required for resolution or in compliance with legal obligations.
7. Record-Keeping and Reporting
7.1 BuildHero will retain records of all disputes, communications, and determinations for five (5) years in compliance with FICA, POPIA, and CPA requirements.
7.2 Dispute trends may be reviewed periodically to improve Platform operations and Supplier compliance but shall not create any obligation to intervene in individual quality disputes.
8. No Liability
8.1 BuildHero's involvement under this Process is administrative and facilitative only.
8.2 BuildHero shall not be liable for the outcome of any dispute, the quality of services rendered by Suppliers, or any loss, cost, or damages suffered by either party arising from the underlying service transaction.
9. Contact for Disputes
9.1 All disputes, evidence, and correspondence should be directed to:
This Internal Dispute Resolution Process operates in accordance with the Consumer Protection Act 68 of 2008 and complements BuildHero's Refund & Cancellation Policy. For questions about this process, please contact our Dispute Resolution Team at support@buildhero.co.za.
