DISPUTE RESOLUTION POLICY
Effective Date: [01/08/2026]
NeriStay Dispute Resolution Policy
This Dispute Resolution Policy (“Policy”) forms part of the Terms and Conditions of Neri Limited, trading as NeriStay (“NeriStay”, “we”, “our”, or “us”). It applies to all Guests, Hosts, Property Owners, and users of the NeriStay Platform.
The purpose of this Policy is to encourage the prompt, fair, and cost-effective resolution of disputes while preserving positive relationships between all parties.
- Purpose
This Policy aims to:
- Promote fair treatment of all parties.
- Resolve disputes quickly and efficiently.
- Minimise unnecessary legal proceedings.
- Protect the rights and interests of Guests, Hosts, and NeriStay.
- Encourage good-faith communication and cooperation.
- Scope
This Policy applies to disputes arising from or relating to:
- Bookings and reservations.
- Payments and payouts.
- Refunds and cancellations.
- Property damage.
- Security deposits.
- Property condition.
- Guest conduct.
- Host conduct.
- Property listings.
- Reviews and ratings.
- Platform use.
- Alleged breaches of NeriStay policies or agreements.
- Good-Faith Resolution
Before escalating any dispute, the parties agree to make reasonable efforts to resolve the issue directly through respectful communication.
Guests and Hosts are encouraged to communicate through the NeriStay Platform whenever possible so that conversations can be properly documented.
- Reporting a Dispute
A party wishing to report a dispute should provide:
- Full name.
- Booking reference number (where applicable).
- Contact details.
- A clear description of the dispute.
- Relevant dates and times.
- Photographs, videos, receipts, screenshots, or other supporting evidence where available.
- The outcome being requested.
Incomplete information may delay the review process.
- Initial Review
Upon receiving a dispute, NeriStay may:
- Acknowledge receipt of the complaint.
- Review the information provided.
- Request additional documents or clarification.
- Contact the other party for a response.
- Assess the matter based on available evidence.
- Investigation
NeriStay may investigate disputes by reviewing:
- Booking records.
- Messages exchanged through the Platform.
- Payment records.
- Property inspection reports.
- Photographs and videos.
- Statements from the Guest and Host.
- Any other relevant information.
Each party is expected to cooperate fully during the investigation.
- Interim Measures
Where necessary to protect users or the Platform, NeriStay may take temporary measures while a dispute is being investigated, including:
- Temporarily withholding payouts.
- Temporarily withholding security deposits.
- Suspending bookings.
- Restricting account access.
- Temporarily removing a listing from public view.
Such measures do not constitute a final determination of the dispute.
- Resolution
Following its review, NeriStay may, where appropriate:
- Facilitate a mutually agreed settlement.
- Approve a full or partial refund.
- Approve or reject a damage claim.
- Release or deduct part of a security deposit.
- Recommend alternative accommodation.
- Issue warnings.
- Suspend or terminate accounts.
- Take any other reasonable action consistent with its policies and applicable law.
- Mediation
Where a dispute cannot be resolved through the Platform, NeriStay may recommend mediation before either party commences court proceedings.
Participation in mediation should be conducted in good faith.
- Court Proceedings
Nothing in this Policy prevents a Guest, Host, or NeriStay from exercising any legal rights available under the laws of the Federal Republic of Nigeria.
Where court proceedings become necessary, the parties agree that the dispute shall be determined by a court of competent jurisdiction in Nigeria, unless otherwise required by applicable law.
- Confidentiality
All parties should treat dispute resolution proceedings and information exchanged during the process as confidential, except where disclosure is:
- Required by law.
- Necessary to enforce legal rights.
- Required by a court or regulatory authority.
- Authorised by the parties.
- Good Faith
Guests and Hosts agree to:
- Provide truthful information.
- Submit genuine evidence.
- Avoid abusive or threatening conduct.
- Cooperate with reasonable requests for information.
- Refrain from making knowingly false or malicious allegations.
- Fraudulent or Vexatious Complaints
NeriStay may reject complaints that are:
- Knowingly false.
- Fraudulent.
- Malicious.
- Repetitive without merit.
- Intended to harass another user.
Such conduct may result in account suspension, account termination, recovery of improperly obtained funds, or referral to the appropriate authorities where required.
- Record Keeping
NeriStay may retain records relating to disputes, investigations, communications, and supporting documents for a reasonable period to:
- Comply with legal obligations.
- Resolve future disputes.
- Improve Platform security.
- Prevent fraud.
Personal information will be handled in accordance with the NeriStay Privacy Policy.
- Limitation of Liability
NeriStay acts as an intermediary platform connecting Guests and Hosts.
While NeriStay aims to facilitate fair dispute resolution, it does not guarantee that every dispute will be resolved to the satisfaction of all parties.
Nothing in this Policy limits any rights that cannot legally be excluded under applicable Nigerian law.
- Amendments
NeriStay reserves the right to amend this Policy from time to time.
Updated versions will become effective upon publication on the Platform unless otherwise stated.
- Contact Information
For complaints or disputes, please contact:
Neri Limited (Trading as NeriStay)
Email: support@neristay.com
Website: https://Neristay.com
Customer Support: [09070129313]
[ Office Address :- zone 5 be beside Giwa hospital Dutse Abuja.]
Acceptance
By creating an account, listing a property, making a booking, or using the NeriStay Platform, you acknowledge that you have read, understood, and agree to this Dispute Resolution Policy. You further agree to cooperate in good faith with any dispute resolution process undertaken in accordance with this Policy.