DISPUTE RESOLUTION POLICY OF ADRENALINEXPRESS LIMITED (ADRXP)

This Dispute Resolution Policy (“Policy”) applies to the ADRXP multi-vendor e-commerce platform operated by Adrenaline Express Limited, effective from the 10th day of June, 2025, with its registered address at Regina Club Road, Awka, Anambra State, Nigeria.

ADRXP is committed to resolving disputes fairly, efficiently, and transparently in accordance with applicable Nigerian laws and best industry practices.

1. Purpose

This Policy outlines the procedures for handling complaints, claims, and disputes arising from the use of the ADRXP platform. Its objective is to ensure that disputes involving customers, vendors, payments, orders, deliveries, refunds, or platform services are resolved promptly and equitably.

2. Scope

This Policy applies to:

• Customers purchasing products on ADRXP
• Vendors selling products on ADRXP
• Disputes related to orders, payments, deliveries, refunds, returns, or platform services

It covers disputes involving, but not limited to:

• Lost, damaged, delayed, or undelivered orders
• Billing or payment issues
• Refund and return complaints
• Vendor-related product issues
• Service-related complaints involving ADRXP logistics or platform operations

3. Guiding Principles

ADRXP resolves disputes based on the following principles:

a. Fairness and Impartiality – All parties are treated equally and objectively.
b. Timeliness – Disputes are handled promptly to minimize inconvenience.
c. Confidentiality – Dispute information is handled with strict confidentiality.
d. Legal Compliance – All procedures comply with applicable Nigerian laws, including the Arbitration and Conciliation Act (Cap A18, LFN 2004) and the Federal Competition and Consumer Protection Act 2018.

4. Dispute Resolution Procedure

Parties are encouraged to resolve disputes amicably through direct communication where possible. Where informal resolution fails, the following procedure applies:

a. Complaint Submission

The aggrieved party must submit a written complaint to ADRXP via the official email address or customer support phone line, clearly stating the nature of the dispute and providing relevant details such as order numbers or transaction references.

b. Acknowledgement

ADRXP will acknowledge receipt of the complaint within 48 hours.

c. Investigation and Response

The relevant ADRXP department will investigate the matter and provide a response, resolution, or status update within 7 business days, where reasonably possible.

5. Escalation Procedure

Where a dispute is not resolved through the initial process, it may be escalated as follows:

a. Internal Review

An internal dispute resolution panel comprising representatives from Legal, Operations, and Customer Relations will review the matter.

b. Mediation

Where mutually agreed, a neutral third-party mediator may be engaged to facilitate resolution.

c. Arbitration

Disputes not resolved through mediation shall be finally settled by arbitration in accordance with the Arbitration and Conciliation Act of Nigeria.

• The number of arbitrators shall be one or three, as agreed by the parties.
• The venue shall be mutually agreed.
• The language of arbitration shall be English.

d. Litigation

Where arbitration is not agreed upon, disputes may be referred to a court of competent jurisdiction in Nigeria.

6. Time Limitation

All disputes must be submitted within 30 days of the occurrence of the issue or receipt of the relevant goods or services, failing which ADRXP may decline to investigate the matter.

7. Documentation

All parties involved in a dispute are required to retain and provide, where requested:

• Transaction records
• Communication logs
• Proof of payment
• Delivery records
• Evidence supporting claims

8. Policy Review

This Policy shall be reviewed periodically and may be updated to reflect changes in law, business operations, or platform practices. Continued use of ADRXP constitutes acceptance of the updated Policy.

9. Contact Information

For questions or concerns regarding this Dispute Resolution Policy, please contact ADRXP through the following channels:

Email: support@adrxp.com
Phone: