Effective Date: July 17, 2025
Applies to: All users of Gamu apps (Customers, Merchants, and Drivers)
Issued by: Gamu Technologies Inc.
1. Purpose
This policy outlines how Gamu Technologies Inc. (“Gamu”) handles disputes between parties using the Gamu platform, including customers, merchants, and drivers. Our goal is to resolve issues fairly, efficiently, and transparently while complying with applicable Canadian laws.
2. Scope
This policy applies to any disputes that arise through the use of the Gamu platform or services, including but not limited to:
- Incorrect orders
- Delivery problems
- Payment or refund disagreements
- Platform-related service concerns
- Account-related issues
This policy does not apply to external personal matters unrelated to the Gamu platform.
3. General Principles
- Gamu is a facilitator, not a seller or delivery provider.
- All parties (customer, merchant, driver) are encouraged to communicate and resolve minor issues through the in-app chat or Gamu support before escalating.
- Gamu will review all dispute submissions objectively and make a final decision when needed.
4. Dispute Channels
For Customers:
- Use in-app chat to resolve with merchant before delivery if there’s a change request.
- After delivery, report issues via the “Help” or “Support” section in the app.
For Merchants:
- Report disputes (e.g., fake complaints, cancellations) via the Business App support panel.
For Drivers:
- Report delivery disputes, customer behavior, or platform-related issues via the Driver App support.
5. Resolution Process
- Submit the Dispute:
Affected party must contact Gamu within 48 hours of the issue using the Gamu Support Centre. - Investigation:
Gamu will:- Review order logs, chat history, delivery data, and account status.
- Contact the other party if required.
- Decision & Outcome:
- Gamu will determine the responsible party and, when applicable, issue a refund, credit, or apply a cancellation fee.
- Decisions are typically made within 5 business days.
- Final Decision:
Gamu’s decision is final. Users can still pursue legal action, but this must follow the Governing Law clause below.
6. Examples of Common Disputes
| Scenario | Responsibility |
|---|---|
| Wrong item packed by merchant | Merchant is responsible |
| Customer ordered wrong item and wants to cancel | May cancel before merchant accepts. After that, it’s at merchant’s discretion |
| Driver fails to deliver item | Driver may be penalized or removed |
| Customer unreachable | Driver must attempt contact and notify support |
7. Fraud or Abuse
If Gamu identifies fraudulent activity, abuse of the refund system, or false claims, we may:
- Deny the dispute
- Apply account penalties or fees
- Permanently deactivate the user’s account
- Report the issue to law enforcement if required
8. Governing Law
This policy is governed by the laws of the Province of British Columbia, Canada. Any legal disputes must be resolved in the courts located in British Columbia.