ADRXP

Adrenaline Xpress

Dispute Resolution Policy

Adrenaline Express Limited

Effective Date: 10th June, 2025

support@adrxp.com

Introduction

This Dispute Resolution Policy applies to the ADRXP multi-vendor e-commerce platform operated by Adrenaline Express Limited. It takes effect from the 10th day of June, 2025, and governs the handling of all complaints, claims, and disputes arising from transactions, services, or interactions on the ADRXP platform.

ADRXP is committed to resolving every dispute fairly, efficiently, and transparently, in full accordance with applicable Nigerian laws and established best practices in the e-commerce industry. This Policy exists to protect both customers and vendors, and to ensure that every concern raised on the platform is treated with the seriousness it deserves.

1. Purpose

The purpose of this Policy is to set out a clear and structured process for addressing complaints, claims, and disputes that may arise from the use of the ADRXP platform. It is designed to ensure that every matter, whether it involves a customer, a vendor, a payment, an order, a delivery, a refund, or any aspect of platform operations, is handled with consistency, fairness, and without unnecessary delay.

ADRXP does not treat dispute resolution as an afterthought. It is a core part of how the platform operates and how trust is maintained between all parties who use it.

2. Scope

This Policy applies to all customers purchasing products on ADRXP and all vendors selling products through the platform. It covers any dispute that arises out of or in connection with orders, payments, deliveries, refunds, returns, or any service provided by ADRXP.

Specifically, this Policy covers disputes involving the following:

•  Orders that are lost, damaged, delayed, or not delivered at all

•  Billing errors or payment discrepancies

•  Refund and return complaints that have not been resolved at the first point of contact

•  Product issues originating from a vendor, including misrepresentation or defective items

•  Service complaints relating to ADRXP logistics or platform operations

This list is not exhaustive. Any concern that falls within the general context of using the ADRXP platform may be submitted for resolution under this Policy.

3. Guiding Principles

Every dispute handled under this Policy is governed by four core principles. These principles are not formalities. They reflect the standard ADRXP holds itself to in every resolution process.

Fairness and Impartiality

All parties involved in a dispute are treated equally and without bias. ADRXP does not side with vendors over customers, or customers over vendors, based on status, order history, or commercial relationship. The facts of each case determine the outcome.

Timeliness

Disputes are handled promptly. Delays in resolution cause real harm to both customers and vendors, and ADRXP is committed to moving every matter forward without unnecessary waiting.

Confidentiality

All information shared during a dispute process is handled with strict confidentiality. Details of the complaint, the parties involved, and the outcome are not disclosed to third parties except where required by law or necessary to resolve the dispute.

Legal Compliance

All dispute resolution procedures comply with applicable Nigerian law, including the Arbitration and Conciliation Act (Cap A18, LFN 2004) and the Federal Competition and Consumer Protection Act 2018. ADRXP operates within the full framework of the law and expects all parties to do the same.

4. Dispute Resolution Procedure

ADRXP strongly encourages all parties to attempt direct communication first. Many disputes can be resolved quickly through honest and respectful dialogue, without the need for a formal process. Where that is not possible or has not worked, the procedure below applies.

Step One: Complaint Submission

The party raising the complaint must submit a written complaint to ADRXP through the official email address or customer support phone line. The complaint should clearly state the nature of the dispute and include all relevant details, such as the order number, transaction reference, and any supporting documentation.

Complaints submitted without sufficient detail may take longer to process or may require follow-up before investigation can begin. Providing clear and complete information from the start is the fastest way to reach a resolution.

Step Two: Acknowledgement

Upon receipt of a complaint, ADRXP will send a written acknowledgement within 48 hours. This acknowledgement confirms that the complaint has been received and is being reviewed. It does not constitute a finding or a decision on the matter.

Step Three: Investigation and Response

The relevant ADRXP department will investigate the complaint thoroughly. A response, resolution, or status update will be provided within 7 business days of acknowledgement, where this is reasonably possible. Complex matters may require additional time, and ADRXP will communicate this clearly rather than leaving any party without an update.

5. Escalation Procedure

Where a dispute is not resolved through the initial complaint process, it may be escalated through the following stages. Each stage is designed to provide an additional and independent layer of review before any formal legal proceedings are considered.

Internal Review

An internal dispute resolution panel, comprising representatives from the Legal, Operations, and Customer Relations departments, will conduct a full review of the matter. This panel operates independently of the team that handled the initial complaint and has the authority to overturn or modify any prior decision.

Mediation

Where both parties agree, a neutral third-party mediator may be brought in to facilitate a resolution. Mediation is a voluntary and non-binding process. Its purpose is to find a mutually acceptable outcome without the time and cost of formal arbitration or litigation. ADRXP supports mediation as a practical and constructive step.

Arbitration

Disputes that are not resolved through mediation, or where mediation is not agreed upon, will be submitted to binding arbitration in accordance with the Arbitration and Conciliation Act of Nigeria. The following terms apply to any arbitration conducted under this Policy.

Number of Arbitrators: One or three arbitrators, as agreed by both parties.

Venue:  A location agreed upon by both parties at the time of arbitration.

Language:  All arbitration proceedings will be conducted in English.

The decision of the arbitrator or arbitration panel is final and binding on all parties. ADRXP will cooperate fully with any arbitration process conducted under this Policy.

Litigation

In the event that arbitration is not agreed upon by both parties, the dispute may be referred to a court of competent jurisdiction in Nigeria. ADRXP respects the right of any party to seek judicial resolution and will not obstruct or delay legitimate court proceedings.

6. Time Limitation

All disputes must be submitted within 30 days of the date on which the issue occurred, or within 30 days of the receipt of the relevant goods or services, whichever is applicable. Disputes submitted outside this window may not be investigated, at the discretion of ADRXP.

This time limit exists to ensure that disputes are handled while the relevant facts and records are still available and reliable. Parties who believe they have a valid dispute are encouraged to raise it as early as possible, rather than waiting until the deadline has nearly passed.

7. Documentation

All parties involved in a dispute are required to retain relevant records and to provide them upon request during the investigation process. The types of documentation that may be requested include the following:

•  Transaction records and receipts

•  Written communication logs between the parties

•  Proof of payment

•  Delivery records or tracking information

•  Photographs or other evidence supporting the claim

Failure to provide requested documentation may affect the outcome of a dispute. ADRXP cannot be expected to resolve a matter in a party's favour when that party does not provide the evidence needed to support their position.

8. Policy Review

This Policy is reviewed on a periodic basis and may be updated to reflect changes in Nigerian law, developments in ADRXP's business operations, or evolving best practices in the e-commerce industry. Any updates will be communicated through the ADRXP platform.

Continued use of the ADRXP platform following any update to this Policy constitutes acceptance of the revised terms. Users who do not agree with the updated Policy should discontinue use of the platform and contact ADRXP to resolve any outstanding matters.

9. Contact Information

For any questions, concerns, or submissions related to this Dispute Resolution Policy, please reach out to ADRXP through the following channels:

Email:  support@adrxp.com

ADRXP | Adrenaline Xpress

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