Version 2.0.0. Effective 15 June 2026.
Scope: this Dispute Policy explains how Sizoro reviews complaints about bookings, services, payments, tips, captures, settlements, safety, conduct, and identity. It must be read together with the Terms of Service, Worker Terms, Acceptable Use Policy, Cancellation and Refund Policy, Payment Policy, Payout Policy, Support Policy, and Privacy Policy. The Cancellation and Refund Policy is the source of truth for cancellation tiers; this Dispute Policy governs everything that happens after a booking is completed or that a tier-5 Employer cancellation triggers, and anything else the Cancellation and Refund Policy does not auto-resolve.
1. When a dispute can be opened
There are two dispute kinds under the pre-authorisation + capture-with-split model.
(a) Post-completion dispute. A Worker marks a booking as Complete in-app once the service is finished. The Employer then has a 24-hour auto-confirm window from the worker-complete timestamp to either confirm the completion (which triggers an immediate capture) or open a dispute. If the Employer confirms before the window closes, the capture is executed immediately and the Worker's share routes to their Paystack subaccount. If neither action occurs before the window closes, the booking is auto-confirmed and captured at the end of the window. Workers may also open a post-completion dispute within the same 24-hour window — for example, where an Employer behaves abusively after the job is complete.
(b) Tier-5 cancellation dispute. A dispute is opened automatically when an Employer attempts to cancel after the Worker has arrived or the job has started (`EMPLOYER_AFTER_START`, tier 5 of the Cancellation and Refund Policy). The card authorisation is kept alive (re-authorised by Sizoro at T-24h before the booking start if needed) while the admin reviews evidence and decides the Worker's compensation. The Worker then has a 24-hour appeal window before the admin's resolution takes effect.
2. Grounds for a dispute
A post-completion dispute may be opened for genuine concerns including: service not performed; service materially incomplete or not performed with reasonable care under section 54(1) of the Consumer Protection Act 68 of 2008; booking scope disagreement; damage to property or possessions; safety incident on site; theft or loss; payment or settlement problems not resolved by the Payment Policy or Payout Policy; tip not captured to the Worker; identity or fraud concerns; or breach of the Acceptable Use Policy. A tier-5 cancellation dispute is opened automatically by the cancellation flow itself and does not require the Employer to file a separate dispute submission.
3. How to open a dispute
For a post-completion dispute, use the in-app dispute action on the booking. The opener must provide (a) a clear, specific reason; (b) the disputed ZAR amount where the dispute is monetary (capped at the booking's relevant total); (c) supporting evidence such as photos taken at a lawful time and place, messages, timestamps, third-party receipts, or witness names. The other party will be notified in-app and by email, and given five (5) South African business days to respond with their account and evidence. For a tier-5 cancellation dispute, the cancelling Employer is prompted at the moment of cancellation to provide a reason and evidence; the Worker is notified immediately and may respond with their own evidence.
4. What Sizoro reviews
The Sizoro Disputes team reviews the dispute submission, the response, the in-app message history, the booking timeline, the Paystack authorisation and capture references, the parties' identity verification status, ratings history, and any prior policy actions. We may ask either party for additional information. We do not access communications outside Sizoro and do not act on rumour or social-media posts; only material we can see or verify is weighed.
5. Service-level commitments
Sizoro will (a) acknowledge a dispute within one (1) South African business day; (b) issue a first decision within five (5) South African business days of the response window closing; and (c) where a party escalates, issue a final decision within a further five (5) South African business days. Public holidays and weekends pause the clock. We will tell you in writing if we need more time because we are waiting on Paystack, the South African Police Service, the Information Regulator, or another third party.
6. Worker appeal window
After an admin resolves a dispute, the Worker has 24 hours to appeal the decision via the in-app dispute screen. If the Worker appeals within that window, the dispute returns to admin review (typically a different admin from the first pass) and the original resolution does not execute. After the second-pass admin decides, the resolution executes after a fresh 24-hour window with no further appeals. If no appeal is filed within the first 24-hour window, the admin's resolution executes automatically against the card authorisation at the end of the window.
7. Possible outcomes
Dispute outcomes are recorded in ZAR. The admin selects one of the following resolution mechanics, which executes against the still-alive card authorisation after the appeal window closes: full capture with the default split (Worker share to Worker subaccount, Sizoro fees to Sizoro main); partial capture for Worker compensation, with `transaction_charge: 0` so 100% of the captured amount routes to the Worker's subaccount and the remainder of the authorisation is released by the Employer's bank within 5–10 South African business days; void of the authorisation so the Employer is never charged; or force-majeure void-and-Sizoro-transfer where Sizoro voids the authorisation and funds the Worker's share from Sizoro's main balance. Outcomes can also include: a Worker cancellation strike where the conduct in question falls within the Cancellation and Refund Policy tiers; reversal of a strike that was wrongly recorded; warning under the Acceptable Use Policy; restriction of specific features; or account suspension or termination.
8. Card authorisation during a dispute
The card authorisation is maintained — re-authorised by Sizoro at T-24h before the booking start if needed — until the dispute resolves and the resolution executes. Sizoro never holds the disputed funds during a dispute; they remain in the Employer's bank under the Paystack authorisation. Worker earnings tied to the disputed booking do not settle until the dispute resolves. Other unrelated bookings and their captures remain unaffected.
9. Appeals against a final decision
A party may appeal the final decision by replying to the support thread, or by opening a follow-up ticket, with new evidence or a clear explanation of why the decision is wrong. Appeals against a final decision must be lodged within seven (7) days of the final decision. We may decline appeals that simply repeat the same facts. Final decisions are recorded with an admin identity and timestamp.
10. False, vexatious, or bad-faith disputes
Disputes opened with falsified evidence, with intent to extort, or after the service was provided as agreed are treated as a breach of the Acceptable Use Policy. We may dismiss the dispute, restore the appropriate capture or void, record a strike, suspend the offending account, and (for clearly fraudulent conduct) preserve and disclose evidence to the South African Police Service.
11. Consumer rights — Employer
Nothing in this Dispute Policy limits an Employer's rights under the Consumer Protection Act 68 of 2008, including the implied warranty of quality in section 56 and the right to redress for defective services in section 56(2). If we cannot resolve a dispute to your satisfaction, you may refer the matter to the National Consumer Commission or the National Consumer Tribunal. ECT Act consumer protections under sections 42-47 (where applicable to electronic transactions) also remain available.
12. Worker recourse
Workers have the same right of escalation as Employers, including the in-app 24-hour appeal window described in clause 6. Workers may also refer a serious or repeated unresolved dispute about the platform itself (rather than the Employer) to the appropriate external complaint route described in the Support Policy.
13. No arbitration; courts
For MVP, Sizoro does not impose binding arbitration. Where a dispute cannot be resolved by Sizoro Support or by referral to a regulator, either party retains the right to approach the South African courts. The Magistrate's Courts of South Africa have jurisdiction up to the prescribed monetary limit; the Small Claims Court is available where the claim falls within its threshold.
14. Records
Dispute reason, evidence, decisions, appeal outcome, admin identity, Paystack authorisation, capture, void, and transfer references, and timestamps are retained for at least five (5) years for audit, statutory record-keeping, and the Worker's tax record, and may be retained for up to seven (7) years where SARS rules require.
15. Changes to this Dispute Policy
We may update this Dispute Policy. Material changes are notified through the app or by email at least 14 days before they take effect.
16. Contact
Dispute escalation and appeals: support@sizoro.com. Privacy: support@sizoro.com. Information Regulator: complaints.IR@inforegulator.org.za. National Consumer Commission: complaints@thencc.org.za.
