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Legal, Trust, and Safety Center

Risk & Safety

Dispute Resolution Policy

This policy explains how Akara handles disputes between users.

EFFECTIVE: JULY 5, 2026

Akara does not hold, receive, escrow, custody, remit, convert, or move user funds. Users send money directly to each other through their own bank or mobile money accounts. Users must confirm payout details before sending money. KYC data, receipts, and WhatsApp chat records may be used for fraud prevention and dispute review. Akara may pause trades, restrict accounts, suspend listings, require admin review, or block users where needed for safety.

Key reminders

  • Akara does not hold or move funds
  • Confirm payout details before sending
  • KYC data, receipts, and chat records may be used for fraud prevention and dispute review
  • Akara may pause trades or restrict accounts for safety

When You Can Raise a Dispute

  • You sent money and did not receive the agreed value
  • You received money but the other user claims otherwise
  • A receipt looks fake or unclear
  • Payout details appear mismatched
  • The other user abandoned the trade
  • You suspect fraud

Timing

Raise a dispute within 24 hours of opening or completing a trade, or immediately if payment was sent and value was not received.

Evidence You May Need

  • Bank receipt or mobile money receipt
  • SMS confirmation
  • App screenshot or PDF receipt
  • Transaction screenshot and reference
  • Trade code, amount, date, and time
  • Relevant WhatsApp chat

Review Process

When a dispute is raised, Akara may pause the trade, request evidence from both sides, review KYC data, receipts, payout details, and chat records, restrict accounts during review, and assign an admin or compliance reviewer.

Response Time

Akara aims to respond within 24 to 72 hours. Complex cases may take longer.

Decision

An admin or compliance reviewer may resolve, reject, close, or escalate a dispute. Akara may close a trade without both confirmations only after admin review and clear evidence.

No Guarantee

Because Akara does not hold funds, Akara cannot guarantee a refund, reversal, or recovery in any dispute.