Disputes policy

A dispute is a formal disagreement between a homeowner and a collector following a completed or attempted pickup. Disputes can cover:

• Weight disagreement — the final weight recorded by the collector differs significantly from the homeowner's estimate, and the homeowner believes the scale was incorrect or manipulated.
• Condition misrepresentation — the collector claims the material was in worse condition than listed and attempts to renegotiate the price after arriving.
• No-show — a collector accepted an offer and confirmed a pickup time but did not appear and did not cancel in advance.
• Payment dispute — a collector claims to have paid but the homeowner disputes the amount received.
• Conduct complaint — abusive, threatening, or otherwise unacceptable behaviour during a pickup.

Disputes must be opened within 48 hours of the pickup event (or within 48 hours of a confirmed no-show). After this window, Octoscrap may not be able to review the dispute.

To open a dispute:

1. Open the Octoscrap app and go to the relevant listing or pickup.
2. Tap "Open a dispute" at the bottom of the pickup screen.
3. Select the dispute category and describe what happened in your own words.
4. Attach any evidence you have — photos, screenshots, timestamps.
5. Submit. You'll receive a confirmation within 1 hour.

Octoscrap mediates disputes using the following in-app records:

• In-app weight log — the weight recorded by the collector at the time of pickup, with a timestamp.
• Offer and acceptance record — the price agreed upon when the offer was accepted.
• GPS log (where available) — whether the collector was present at the listed address at the agreed time.
• Chat history — any in-app messages between the parties.
• Photos submitted by either party — including listing photos and any photos taken during pickup.
• Collector rating history — prior dispute records and pattern of behaviour.

We do not consider evidence submitted via WhatsApp, SMS, or outside the app unless it is uploaded during the dispute process.

We aim to resolve all disputes within 5 business days of opening. Complex cases may take up to 10 business days. We will notify both parties of the outcome via the app and SMS.

Disputes opened on weekends or public holidays will be acknowledged within 1 hour but reviewed from the next business day.

Octoscrap can take the following actions following a dispute review:

• Case closed in favour of homeowner — the collector's rating is penalised, and depending on severity, the collector may receive a warning, a suspension, or permanent removal from the platform.
• Case closed in favour of collector — the homeowner's account is noted; repeated bad-faith disputes may result in account restrictions.
• Inconclusive — insufficient evidence to determine fault. Both parties are noted and future behaviour monitored.
• Mediated settlement — in some cases, Octoscrap may propose an agreed resolution that both parties accept voluntarily.

Octoscrap does not hold or process funds and therefore cannot order direct financial reimbursements. We can only act on account standing and platform access.

If you believe your dispute was resolved incorrectly, you may submit an escalation request within 7 days of the resolution notice. Escalations are reviewed by a senior team member not involved in the original case.

Email octoscrap@gmail.com with the subject line "Dispute escalation — [your phone number]" and a brief explanation of why you believe the decision was incorrect.

Opening disputes in bad faith — to harm a collector's rating without genuine grounds — is a violation of our Terms of Service. Users found to be abusing the disputes process may have their accounts restricted or permanently removed from the platform.

For questions about this policy, email octoscrap@gmail.com with the subject line "Disputes policy enquiry". This policy is governed by the laws of the Federal Republic of Nigeria.