1. What is a Dispute?

A Dispute refers to any disagreement, claim, or controversy arising between a Requester and a Runner regarding the performance, completion, quality, or payment of an errand. This includes issues related to delays, missed deadlines, improper handling or delivery of items, or disagreements over payments or refunds.

In the context of WakaMi, a Dispute may also involve questions about the interpretation, enforcement, or applicability of WakaMi’s policies, agreements, or terms of service, and can include interactions between the Parties, their affiliates, and representatives.

Examples of Disputes:

Task not completed as described

delays or missed deadlines

items delivered in poor or damaged condition

payment or refund disagreements.

2. Guiding Principles

WakaMi’s Dispute Resolution process is built on the following core principles:

Fairness – Both Requesters and Runners will have the opportunity to present their side before any decision is made.

Transparency – All communication, steps, and outcomes will be clearly documented and communicated to the parties involved.

Timeliness – Disputes will be addressed and resolved as quickly as possible to minimize inconvenience or disruption.

Evidence-Based – Decisions will be made based on objective evidence provided by both parties, such as receipts, photos, tracking information, or chat records.

3. How to Raise a Dispute

1. Step 1: Direct Communication – Attempt resolution through in-app chat.
2. Step 2: In-App Report – Use 'Report a Problem' option to create an official record.
3. Step 3: Submit Evidence – Provide task details, screenshots, tracking records, etc.
4. Step 4: Neutral Review – WakaMi reviews all evidence objectively.
5. Step 5: Decision & Resolution – May include refund, payment release, or other remedies.
6. Step 6: Escalation – High-value or complex disputes may go to mediation/arbitration.
7. Step 7: Finality – WakaMi’s decision is binding within the platform.

4. WakaMi’s Role in Dispute Resolution

1. Neutral Review – Support team reviews all evidence from both sides.
2. Escrow Protection – Funds remain frozen until final decision.
3. Possible Outcomes – Full payment to Runner, partial payment split, or refund to Requester.
4. Insurance Coverage – If insured, claims are coordinated with insurer.

5. Escalation Process

1. Internal Review – Case may be escalated to Dispute Review Team.
2. Account Suspension – High-risk accounts may be suspended during investigation.
3. Independent Resolution – Rare disputes may be referred to external mediation.

6. Timelines

1. Initial Review – Begins within 48 hours.
2. Resolution Decision – Usually within 5–7 business days.
3. Insurance Claims – May take longer depending on insurer.

7. User Responsibilities

1. Requesters – Provide clear instructions and confirm completion promptly.
2. Runners – Accept only tasks they can complete and provide proof of completion.
3. Both Parties – Communicate honestly, avoid abuse, and cooperate with support.

8. Final Decisions

WakaMi’s decision is final and binding within the platform.

Parties may still pursue legal or independent arbitration where permitted.

9. Preventing Disputes

1. Monitor Tasks – Use GPS tracking to record progress.
2. Use Task Insurance – Add insurance for valuable errands.
3. Communicate Clearly – Keep open, timely communication.
4. Rate & Review Honestly – Provide fair ratings after completion.