Complaints & Dispute Resolution Policy

This policy covers: (A) general platform complaints; (B) marketplace disputes between a buyer and seller; (C) service-provider disputes; (D) business listing disputes; (E) event disputes; (F) ticketing disputes; (G) program disputes (limited to the listing itself — see the Programs & External Listings Terms regarding OnCampusDaily's lack of role in the actual program registration/delivery); (H) advertising disputes; (I) privacy complaints; (J) intellectual-property complaints; and (K) moderation appeals. Each is submitted the same way (section 2) but may be routed and evaluated differently depending on category.

Use the Contact Support feature in your account for categories A–H, the Privacy Requests feature for category I, the process described in the Intellectual Property & Copyright Policy for category J, and the appeal option shown with a moderation decision for category K. Where relevant, reference the listing, order, ticket, event, program, or campaign the complaint concerns, and provide the evidence you have.

We acknowledge a submitted complaint, and — for anything beyond a simple, immediately actionable request — investigate it, which may include requesting more information or evidence from you or the other party, reviewing relevant records (see the Evidence and Audit Logging practices described in our internal compliance framework), and communicating a decision. Investigation timelines vary with complexity and the category involved; we aim to respond promptly and will let you know if a complaint is taking longer than usual.

For these categories, OnCampusDaily's role depends on which party is responsible for the underlying issue: the Marketplace Seller Agreement, Service Provider Agreement, Business Listing Terms, Event Organizer Agreement, and Ticketing Terms each explain who is responsible for what. Where a dispute concerns something OnCampusDaily is directly responsible for (for example, a ticketing or payment-processing error on our side), we will investigate and remedy it directly. Where it concerns the other party's conduct (for example, a seller's product not matching its description), OnCampusDaily will use its moderation tools (warnings, listing removal, suspension) where the other party has actually violated a platform policy, but is not a guarantor of the underlying transaction and cannot compel a refund from another user beyond what the applicable agreement or platform-processed transaction already provides for.

Because Programs are external discovery listings (see the Programs & External Listings Terms), a dispute about the program's actual delivery, registration, quality, or refund must be raised with the program provider directly. OnCampusDaily can act on the listing itself — for example, if it was inaccurate, misleading, or disguised a ticketed event as a Program — but is not a party to and cannot resolve a dispute about the external program experience.

Submit a privacy complaint or rights request through the Privacy Requests feature, or by emailing the privacy contact address in the Privacy & Data Protection Policy. See that policy for the categories of request and the applicable process and timelines.

See the Intellectual Property & Copyright Policy for the dedicated copyright/trademark complaint and counter-notice process.

If content you posted was removed, or your account was restricted or suspended, you can appeal the decision through the appeal option shown with the decision, or by submitting a "Moderation Appeal" support request. An appeal is reviewed by someone who was not necessarily involved in the original decision where practicable, and you will be told the outcome.

If you are not satisfied with the outcome of a complaint handled under this policy, you may escalate it internally by requesting further review, referencing your original complaint. Beyond that, nothing in this policy limits your right to approach a competent regulator (including the Nigeria Data Protection Commission for a privacy matter, or the Federal Competition and Consumer Protection Commission for a consumer matter), the courts, or another lawful dispute-resolution mechanism available to you under Nigerian law. This internal process is a first step, not a replacement for those rights.

General complaints not covered by a specific feature above can be sent to [LEGAL_CONTACT_EMAIL — set in packages/constants/src/legal/contacts.ts before publishing].