SULUHU DISPUTE RESOLUTION POLICY

This Dispute Resolution Policy ("Policy") establishes the process Suluhu uses to resolve disputes between Customers and Service Providers concerning Jobs performed through the Suluhu Platform.

The primary purpose of the dispute process is to determine, fairly and objectively, whether a Job was completed in accordance with the agreed Service and to determine how the funds associated with that Job should be released or settled.

The dispute process is therefore primarily concerned with Job completion, Service performance, and the fair allocation of the Service Charge.

This Policy should be read together with:

• Suluhu Terms of Service;
• Suluhu Refund and Cancellation Policy;
• Suluhu Service Provider Agreement;
• Suluhu Community Guidelines;
• Suluhu Acceptable Use Policy; and
• Suluhu Privacy Policy.

The dispute process applies to Customers and Service Providers participating in a Job through Suluhu.

Either party may raise a dispute where they believe that there is a material disagreement concerning:

• whether the Job was completed;
• whether the agreed Service was performed;
• whether the Service was completed as described;
• whether the Service Provider fulfilled the agreed scope;
• whether the Customer's actions prevented proper completion; or
• another material issue directly affecting completion or payment for the Job.

The dispute process is not intended to replace ordinary communication between Customers and Service Providers.

Disputes should be raised directly from the relevant completed Job within the Suluhu application.

Suluhu may also provide support through other in-app support mechanisms and direct telephone communication where necessary.

Suluhu does not require users to have an email address to participate in the dispute process.

Users may therefore receive dispute-related communications through:

• in-app notifications;
• the Suluhu application;
• in-app conversations;
• telephone calls; and
• other communication methods made available by Suluhu.

The dispute period begins immediately when the Service Provider marks the Job as Complete.

Both the Customer and Service Provider have three (3) hours from that point to raise a dispute where the Customer has not already approved/finalized the Job.

The three-hour period is intended to provide both parties with a defined opportunity to identify and report issues concerning Job completion.

Where the Customer reviews the completed Job and expressly approves it, the Job is considered finalized.

Once the Job has been finalized by Customer approval, there is ordinarily no further dispute concerning ordinary Job completion.

The funds associated with the Job may then be released in accordance with the applicable payment and settlement process.

This does not prevent Suluhu from taking action where there is evidence of fraud, abuse, payment irregularity, or another circumstance requiring intervention under applicable law or Suluhu's policies.

If the Service Provider has marked the Job as complete and no dispute is raised within the applicable three-hour period, the Job may be treated as approved and finalized for payment and settlement purposes.

The Service Provider's applicable Job earnings may then be released in accordance with Suluhu's payout process.

Users are therefore expected to raise legitimate completion concerns promptly.

The three-hour period exists to ensure that:

• Customers have an opportunity to inspect the completed Service;
• Service Providers have an opportunity to respond to completion concerns;
• relevant evidence remains readily available;
• disputes can be resolved before funds are released; and
• the Job can be settled fairly while the circumstances remain reasonably fresh.

The three-hour period should not be interpreted as a general limitation on rights that cannot legally be limited.

When a dispute is raised, Suluhu may open a formal dispute case.

The case may be assigned to Suluhu's authorized Dispute Resolution Team.

Both the Customer and Service Provider may be notified that a dispute has been opened.

The notification may include:

• the existence of the dispute;
• the relevant Job;
• the reason for the dispute;
• instructions for providing information; and
• other information reasonably necessary to facilitate the investigation.

Where a dispute is raised before the Job has been finalized, the applicable Job funds may remain held pending resolution of the dispute.

The purpose of holding the funds is to ensure that the funds remain available for settlement once Suluhu reaches a determination.

Where appropriate, the held funds may be used to implement the final dispute settlement.

Both the Customer and Service Provider are expected to participate in the dispute process.

Suluhu may request information, clarification, or evidence from either party.

Each party will have an opportunity to explain their position and provide supporting evidence.

A party's failure to respond does not automatically result in that party winning or losing the dispute.

Suluhu may make a determination based on the evidence reasonably available.

When a dispute is opened, Suluhu may automatically notify the relevant Customer and Service Provider.

Notifications may be delivered through the application.

Where a prompt response is required and a party does not respond through the Platform, the dispute resolution team may contact that party directly by telephone or another available communication method.

Both parties may submit evidence that they reasonably believe is relevant to the dispute.

Evidence may include information in text, image, or other supported formats.

Examples include:

• Job descriptions;
• Booking information;
• Service requirements;
• photographs;
• before-and-after photographs;
• Customer dispute photographs;
• descriptions of photographs;
• Job start records;
• Job completion records;
• OTP records;
• timestamps;
• location information;
• in-app messages;
• communication records;
• invoices or receipts;
• other supporting documents;
• statements from the Customer;
• statements from the Service Provider; and
• other information reasonably relevant to the Job.

Suluhu may also consider information generated or recorded by the Platform during the Job lifecycle.

This may include:

• Booking records;
• acceptance records;
• Job status changes;
• Job start and completion records;
• OTP verification;
• timestamps;
• location information;
• notifications;
• Platform communications;
• photographs;
• payment records; and
• other relevant technical records.

Users acknowledge that Platform records may be considered as evidence in resolving disputes.

The Dispute Resolution Team may review the entire available history of the Job rather than relying solely on the information submitted when the dispute is opened.

This may include reviewing:

• the original Booking;
• the Service requested;
• communications before the Job;
• communications during the Job;
• Job start information;
• evidence submitted during performance;
• Job completion information; and
• the dispute itself.

This approach is intended to provide a complete picture of the circumstances surrounding the Job.

Once a dispute is opened, the Dispute Resolution Team may:

1. 1.Review the dispute submitted;
2. 2.Review the Job information;
3. 3.Review evidence submitted by both parties;
4. 4.Review Platform-generated records;
5. 5.Request additional information;
6. 6.Contact either party directly where necessary;
7. 7.Compare the evidence provided;
8. 8.Determine the material facts that can reasonably be established; and
9. 9.determine an appropriate settlement.

Suluhu may determine the appropriate investigation process depending on the nature and complexity of the dispute.

Both parties are expected to respond promptly to legitimate requests made during an investigation.

Where a party does not respond through the application within a reasonable period, Suluhu may attempt to contact that party directly.

If a party remains unavailable or fails to provide requested information, Suluhu may proceed using the evidence available.

A failure to respond may therefore affect the outcome where the missing information is material to the dispute.

Suluhu will determine disputes based on the information and evidence reasonably available to it.

The Dispute Resolution Team will consider which explanation is most reasonably supported by the available evidence.

Suluhu does not require absolute proof where the nature of the dispute makes absolute proof impractical.

The determination may consider:

• consistency of evidence;
• reliability of Platform records;
• photographs;
• communications;
• timing;
• Job requirements;
• statements made by each party;
• evidence submitted by each party; and
• other relevant circumstances.

Customers are expected to:

• provide accurate Booking information;
• communicate relevant Service requirements;
• provide reasonable access to the Service location;
• communicate material changes;
• inspect the Service where reasonably possible; and
• raise legitimate concerns within the applicable dispute period.

Where evidence indicates that a Customer's actions materially contributed to the failure to complete the Service, Suluhu may determine the dispute in favour of the Service Provider or make an appropriate partial settlement.

Service Providers are expected to:

• perform the agreed Service;
• follow the agreed Service requirements;
• provide accurate information;
• record Job progress appropriately;
• provide required evidence;
• communicate relevant issues; and
• respond to legitimate dispute requests.

Where evidence indicates that the Service Provider failed to perform the agreed Service, Suluhu may determine the dispute in favour of the Customer or make an appropriate partial settlement.

A Customer dispute may be rejected where evidence indicates that the failure to complete or properly perform the Service was primarily caused by the Customer.

Examples may include:

• providing materially incorrect instructions;
• refusing reasonable access;
• materially changing the Service requirements;
• creating unsafe working conditions;
• preventing the Service Provider from performing the Service;
• damaging equipment or property necessary for the Service; or
• other conduct that materially prevented completion.

Where appropriate, the Service Provider may receive the applicable Service Charge.

Where evidence indicates that the Service Provider failed to perform the agreed Service, Suluhu may determine that the Customer is entitled to a refund or other appropriate settlement.

Factors may include:

• failure to attend;
• failure to perform the Service;
• incomplete Service;
• materially deficient Service;
• performing a materially different Service;
• abandonment of the Job; or
• other material failure to fulfil the agreed Service.

After completing its investigation, Suluhu may determine that:

Where funds associated with the Job remain held during the dispute, Suluhu may use those funds to implement the dispute determination.

The settlement may therefore result in:

• payment of the Service Charge to the Service Provider;
• refund of the Customer's applicable amount;
• division of the Service Charge between the parties; or
• another appropriate financial adjustment permitted by this Policy.

Where a dispute is determined after the Service Provider has already received the applicable Job payment, Suluhu may recover an amount owed to the Customer from the Service Provider's future earnings, subject to the Service Provider Agreement and applicable law.

This may apply where:

• a refund is approved;
• a partial settlement is awarded;
• a payment correction is required; or
• Another financial adjustment is necessary.

The Suluhu Platform Fee is non-refundable.

The Platform Fee is retained by Suluhu regardless of whether a dispute is resolved:

• in favour of the Customer;
• in favour of the Service Provider; or
• through a partial settlement,

unless applicable law requires otherwise.

Where a dispute results in a Customer refund, applicable taxes will be handled in accordance with the Suluhu Refund and Cancellation Policy and applicable law.

In a partial settlement, the settlement between the Customer and Service Provider concerns the applicable Service Charge.

Suluhu will handle applicable taxes in accordance with its tax obligations.

Where a Customer refund is required as a result of a dispute, applicable Transaction Costs may be deducted from the refundable amount in accordance with the Suluhu Refund and Cancellation Policy.

Where a dispute reveals conduct that may present a safety, fraud, criminal, or serious policy concern, Suluhu may take additional action.

This may include:

• immediate account restriction;
• temporary suspension;
• permanent account termination;
• restriction of Platform access;
• preservation of relevant evidence; and
• referral to law enforcement or other relevant authorities.

Users must not submit false, misleading, manipulated, or fraudulent evidence.

Examples include:

• manipulated photographs;
• false statements;
• fabricated conversations;
• false claims that a Service was not completed;
• deliberate damage to property after completion;
• collusion; or
• repeated attempts to obtain refunds through dishonest claims.

Suluhu may take enforcement action against users who abuse the dispute process.

A single dispute does not automatically indicate misconduct.

However, a repeated pattern of:

• Customer disputes;
• Service Provider disputes;
• failed Jobs;
• false complaints;
• cancellations;
• poor Service performance;
• fraudulent claims; or
• other problematic behaviour

may cause Suluhu to review the relevant account.

Depending on the circumstances, Suluhu may issue a warning, reduce ranking or visibility, restrict features, suspend the account, or terminate the account.

Disputes will be handled by Suluhu's authorized Dispute Resolution Team or other personnel designated by Suluhu.

The team may include authorized dispute agents, administrators, support personnel, or other persons assigned to investigate and resolve disputes.

Suluhu may change the personnel or internal structure responsible for dispute resolution without changing this Policy.

After a determination is made, Suluhu will communicate the outcome to the relevant parties through available Platform communication channels.

The communication may include:

• the decision;
• the applicable settlement;
• the amount awarded to each party, where applicable;
• relevant reasons for the determination; and
• any consequential account action.

Suluhu may limit disclosure of information where necessary to protect another person's privacy, confidential information, security, or legal rights.

Suluhu's dispute determination is intended to provide a final internal resolution of the Job dispute.

Suluhu does not provide a general internal appeal process.

Once a determination has been communicated, Suluhu may decline to reopen the matter unless:

• significant new evidence becomes available;
• a material administrative or technical error occurred;
• fraud is subsequently identified;
• applicable law requires reconsideration; or
• Suluhu otherwise determines that reopening the matter is appropriate.

Nothing in this Policy is intended to prevent a Customer or Service Provider from exercising rights or seeking remedies that cannot lawfully be excluded under applicable law.

Where a dispute is capable of being resolved through Suluhu's internal process, users are encouraged to use that process before pursuing external remedies.

Nothing in this Policy prevents Suluhu from seeking legal remedies or referring matters to appropriate authorities where necessary.

Information submitted during a dispute may contain personal or commercially sensitive information.

Suluhu will handle dispute information in accordance with:

• the Suluhu Privacy Policy;
• applicable data protection requirements;
• legitimate Platform operational requirements; and
• applicable legal obligations.

Suluhu may share relevant information with the parties to the dispute to the extent reasonably necessary to investigate and resolve the matter.

Suluhu may retain dispute records and evidence for as long as reasonably necessary for:

• resolving the dispute;
• enforcing Platform policies;
• preventing fraud;
• maintaining financial records;
• responding to legal claims;
• complying with legal obligations; or
• other legitimate business purposes.

Retention will be handled in accordance with the Suluhu Privacy Policy and applicable law.

Submitting a dispute does not guarantee that the Customer or Service Provider will receive a refund, payment, or other particular outcome.

The outcome will depend on the evidence and circumstances available to Suluhu.

Suluhu may update this Policy from time to time to reflect:

• changes in Platform functionality;
• changes in payment processes;
• changes in dispute procedures;
• changes in applicable law;
• changes in Services; or
• operational requirements.

The "Last Updated" date will indicate when the Policy was most recently revised.

Disputes should primarily be initiated through the relevant Job in the Suluhu application.

For general assistance:

In-App Support: Chat with Support

Telephone: +254707776447

Suluhu may contact users directly using the mobile number associated with their account where necessary to investigate a dispute.

This Policy shall be governed by the laws of the Republic of Kenya.

Nothing in this Policy limits any rights or remedies that cannot lawfully be excluded or limited under applicable law.

By using Suluhu to request or provide Services, you acknowledge that you have read and understood this Dispute Resolution Policy and agree to participate in the dispute process where required.

Suluhu On Demand Services Limited

Version: 1.0 Effective Date: 11th August 2026