Dispute Resolution Policy

PeerMarktprovides a neutral dispute mediation service for trade disputes between users. This service is provided as part of our Platform offering and does not constitute formal legal arbitration. The Company's dispute decisions govern escrow release only — users retain all legal rights to pursue independent remedies.

A dispute may be raised when:

• The buyer claims to have paid but the seller refuses to release cryptocurrency
• The seller claims payment was not received but the buyer claims they paid
• The payment amount received is less than agreed
• The payment was received from a different account than the buyer's verified account
• Technical issues prevented trade completion
• Either party believes fraud has occurred

Our compliance team reviews all evidence submitted within the evidence window and issues a decision based on the balance of evidence. Decisions consider:

• Strength and authenticity of payment evidence provided
• Consistency between stated payment method and evidence submitted
• Account history and trust scores of both parties
• Transaction metadata and blockchain data
• Prior dispute history for involved parties
• Communication records on the Platform

In cases where evidence is evenly balanced or inconclusive, the Company may request additional documentation, extend the review period by up to 5 business days, or refer the matter for escalated review.

If a user is dissatisfied with the Platform dispute decision, they may escalate to binding arbitration within 30 days of the Platform decision:

• Arbitration is conducted under the Rules of the Mauritius International Arbitration Centre (MIAC)
• Seat of arbitration: Port Louis, Mauritius
• Language: English or French (user's choice)
• For disputes below USD 10,000: expedited procedure, sole arbitrator
• For disputes above USD 10,000: standard procedure, sole arbitrator
• MIAC was selected as a neutral jurisdiction with strong rule-of-law tradition, geographic proximity to Africa, and recognition across both OHADA and Commonwealth legal systems
• The arbitrator's decision is final, binding, and enforceable in signatory states to the New York Convention on the Recognition and Enforcement of Foreign Arbitral Awards (165 countries)

Where evidence suggests criminal fraud (payment reversal fraud, SIM-swap fraud, stolen banking credentials, coordinated scam), the Company will:

• Immediately freeze both accounts pending investigation
• Preserve all evidence and transaction records
• File a suspicious activity report with the relevant Financial Intelligence Unit
• Report to applicable law enforcement — EFCC (Nigeria), SAPS (South Africa), CID (Ghana), DST (Morocco), DCI (Kenya), DGPN (Côte d'Ivoire)
• Cooperate fully with law enforcement investigation
• Permanently ban confirmed fraudsters from the Platform

The Company maintains relationships with cybercrime units in all major operating jurisdictions and actively cooperates with prosecution of P2P fraud cases.