Dispute Policy

Effective date: 9 July 2026

ManLogX holds the shipper's payment in escrow from booking until delivery is confirmed. That protects both sides: the transporter knows the funds exist, and the shipper only releases them when the job is done. When something goes wrong, this policy explains how disputes are handled.

1. When to raise a dispute

• The load was not collected or delivered as agreed.
• The goods arrived damaged, short, or late in a way that breaches the agreed terms.
• The delivery is being confirmed or contested incorrectly by the other party.
• Payment was released or withheld in error.

Raise the dispute from the contract screen in the app, or email support@manlogx.com, within 48 hours of the delivery (or scheduled delivery) date. Late disputes may still be reviewed but escrow may already have been released.

2. What happens to the money

The moment a dispute is opened, the contract's escrow is frozen — it is not released to the transporter and not returned to the shipper until the dispute is resolved.

3. The process

• Step 1 — Evidence (48 hours). Both parties submit their account of events with supporting evidence: photos, proof of delivery, weighbridge slips, tracking data, correspondence.
• Step 2 — Direct resolution (2 business days). We first encourage the parties to agree an outcome between themselves; agreed outcomes are executed immediately.
• Step 3 — ManLogX review (5 business days). If no agreement is reached, our team reviews the evidence and the contract terms and decides how the escrow is allocated: released in full, refunded in full, or split.
• Step 4 — Escalation. If either party rejects the decision, the matter may be referred to mediation or arbitration in South Africa, or to a competent court. Escrow remains frozen until a final outcome.

4. Card chargebacks

Please contact us before initiating a chargeback with your bank — most issues are resolved faster through this process. Chargebacks on token purchases that were delivered as described may lead to suspension of the account while the matter is investigated with Paystack.

5. Fair use

Disputes raised in bad faith, or repeated frivolous disputes, may result in account suspension. Both parties are expected to respond to dispute communications within the stated timeframes; silence may result in a default decision.

6. Contact

support@manlogx.com — include the contract reference from the app in the subject line.