1. Purpose and Scope

1.1 The purpose of this Policy is to provide a fair, transparent, and efficient mechanism for resolving disputes arising from transactions and interactions on the Circlepoint platform.

1.2 This Policy applies to all disputes between:

• A Buyer and a Creator (e.g., non-delivery of a product, quality disputes, booking cancellations);
• A User and Circlepoint (e.g., account suspension, fund holds, platform errors);
• Any other dispute directly arising from use of the Platform.

1.3 This Policy is intended to complement, not replace, the rights available to consumers under the Consumer Protection Act, 2012 (Kenya) and other applicable laws.

2. Types of Disputes Covered

• Non-Delivery — A Buyer paid for a digital product, booking, or subscription but did not receive access or delivery within the promised timeframe.
• Product/Service Mismatch — The Creator Content received was materially different from what was advertised or described at the time of purchase.
• Defective Content — A digital product delivered is corrupted, inaccessible, or otherwise fails to function as intended.
• Unauthorised Charge — A payment was processed without the Buyer's knowledge or consent.
• Duplicate Charge — A Buyer was charged more than once for the same transaction.
• Booking Disputes — A Creator cancelled, failed to appear for, or significantly altered a confirmed booking session.
• Subscription Disputes — Improper billing, unexpected auto-renewals, or failure to provide subscribed content.
• Creator Fund Disputes — A Creator disputes a fund hold, deduction, or disbursement decision made by Circlepoint.
• Account Disputes — A User disputes an account suspension, content removal, or platform sanction imposed by Circlepoint.

3. Dispute Resolution Process

Circlepoint operates a structured three-stage dispute resolution process as set out below. Users are required to follow these stages in order.

4. Obligations of Parties During a Dispute

Buyers must:

• Submit disputes in good faith with accurate information and evidence;
• Respond to Circlepoint's requests for additional information within five (5) business days;
• Not initiate a bank chargeback while a dispute is actively being investigated by Circlepoint.

Creators must:

• Cooperate fully with Circlepoint's dispute investigation;
• Provide delivery confirmations, receipts, and any other requested evidence within five (5) business days;
• Honour Circlepoint's mediation decisions promptly;
• Maintain records of all Buyer communications and transactions for at least twelve (12) months.

5. Fund Holds During Disputes

5.1 Upon receiving a dispute escalation, Circlepoint may place a hold on the Creator's funds equivalent to the disputed transaction amount until the dispute is resolved. This is to protect Buyers during the investigation period.

5.2 Funds held during a dispute will be released to the appropriate party within five (5) business days of the final dispute resolution.

5.3 Circlepoint is not liable for any business losses incurred by a Creator as a result of a fund hold placed in good faith during a legitimate dispute investigation.

6. Abuse of the Dispute Process

Circlepoint takes the integrity of its dispute resolution process seriously. Users who abuse the dispute process — including by submitting false or misleading claims, making repeated frivolous disputes, or using disputes as a tool to harass other Users — may face the following consequences:

• Formal warning and documentation on the User's account;
• Temporary or permanent account suspension;
• Reporting to law enforcement or regulatory authorities where fraudulent conduct is suspected;
• Civil legal action for damages suffered by Circlepoint or other Users as a result of the abuse.

7. Creator Disputes with Circlepoint

7.1 Creators who dispute a decision by Circlepoint (e.g., platform fee deductions, account suspension, or KYC rejection) must first submit a formal written objection to info@circlepoint.co.ke within fourteen (14) days of the decision.

7.2 Circlepoint will review the objection and provide a written response within ten (10) business days. If the Creator remains unsatisfied, they may pursue any legal remedies available under Kenyan law.

7.3 All disputes between Creators and Circlepoint shall be governed by the laws of Kenya, with the courts of Nairobi having jurisdiction.

8. Dispute Timelines Summary

9. Contact for Disputes