Partner Complaints and Dispute Resolution
Any hotel, apartment or guesthouse that lists on NigeriaServe (a “partner”) can raise a complaint with us and have it handled within set times, by people who were not involved in the original decision.
1. Who this is for and what you can raise
This policy covers listed partners and businesses applying to list. Guests have a separate route in our Terms of Service.
You can raise anything about how we deal with you, including:
- a listing being suspended, restricted, removed or ranked lower, and the reasons we gave;
- commission, invoices, payouts in naira, or deductions such as refunds and chargebacks;
- a guest booking, cancellation, no-show or damage claim we handled;
- reviews you believe break our review rules;
- how our technology works for you, such as the extranet, channel manager connection or availability sync;
- the conduct of NigeriaServe staff;
- how we use your business data or your staff’s personal data.
Raising a complaint never affects your ranking, payouts or account standing.
2. How a complaint is handled
- You submit a complaint by form, email or through your account manager (day 0).
- We acknowledge it and assign a named case handler within 2 working days.
- We investigate and send a written decision with reasons within 15 working days.
- If you are not satisfied, a senior manager who was not involved before reviews it within 10 working days.
- If you are still not satisfied, either side can propose mediation with an independent mediator (section 3).
At any step where you accept the outcome, the complaint is closed and the outcome is kept on file. You can go to court or, where your agreement allows, to arbitration at any stage.
How to submit. Use our online partner complaint form, email hello@nigeriaserve.com, WhatsApp +234 809 448 2255, or tell your account manager. Complaints can be in English, Hausa, Igbo, Yoruba or Pidgin; we reply in the same language where we can.
What to include. Your property name and code, the booking references or invoice numbers involved, what happened, and what you would like us to do. Screenshots and documents help us decide faster.
Time limits. The working-day targets above are our defaults. If a case needs longer, for example because a booking partner must respond, we tell you why and give a new date. Raise a complaint within 28 days of the event, unless there is a good reason it could not be raised sooner.
3. Mediation, arbitration and our commitments
Mediation. If our internal process does not resolve the complaint, either side can propose mediation. We name the Nigerian Institute of Chartered Arbitrators (NICArb) as our preferred mediator, and we will consider any reputable mediator you suggest. Mediation is confidential and voluntary, and there is one mediator unless both sides agree otherwise.
Under the Arbitration and Mediation Act 2023, a settlement reached in mediation binds both sides and can be enforced in court as a contract, a consent judgment or a consent award. Starting mediation also pauses the limitation period for the claim while the mediation runs.
Costs. The mediator’s fees, as set by NICArb, are shared equally: NigeriaServe pays half and the partner pays half. Each side also pays its own legal and other costs.
Courts and arbitration. Using this process does not stop either side going to court or, where the partner agreement contains an arbitration clause, to arbitration under that Act. Neither side has to complete mediation first, though we encourage it.
What we commit to
- A named case handler and a written outcome with reasons for every complaint.
- No retaliation: raising a complaint will not affect your ranking, payouts or account.
- While a complaint about a suspension is open, we will not delete your listing data or withhold payouts for stays already completed, unless fraud or guest safety is at risk.
- We publish a yearly summary: the number of complaints, the main subjects, average time to resolve, and outcomes. [Start once you have partners.]