Dispute Resolution Policy

Disputes between users are an unavoidable part of any marketplace platform. This policy explains how disputes are handled on WakaHelper, what Waka Care Solutions will and will not do, and what formal channels are available when internal resolution is not possible.

1. Types of Disputes

Disputes on WakaHelper generally fall into two categories:

• Employment disputes — disagreements between Employers and Workers about wages, working conditions, termination, or conduct during employment.
• Platform disputes — complaints about Waka Care Solutions’ actions, including account suspensions, review removals, or payment processing issues.

2. Employment Disputes Between Users

Waka Care Solutions is a marketplace platform, not an employer or labour arbiter. We do not resolve employment disputes between Employers and Workers. These disputes are between the parties and must be resolved by the parties themselves, or through the appropriate Ugandan legal channels.

We may, at our discretion, provide the following informal assistance:

• Confirm platform activity logs (e.g., message timestamps, contract creation dates) in response to a formal legal request;
• Point both parties to relevant Ugandan labour law resources; and
• Temporarily suspend a user’s account where there is credible evidence of fraud or abuse.

3. Salary Payment Disputes

Salary payments facilitated through the Platform are direct transactions between Employers and Workers. For payment disputes:

• If the payment failed and you were charged: Contact Waka Care Solutions at billing@wakahelper.com.
• If the payment was made but the Employer claims non-receipt: Contact PesaPal directly with your transaction reference. PesaPal has its own dispute resolution process.
• If a Worker was not paid after the Employer claims to have paid: This is an employment dispute between the parties. See Section 5 for formal channels.

4. Platform Disputes (Complaints About Waka Care Solutions)

If you have a complaint about an action taken by Waka Care Solutions — such as an account suspension, a removed review, or a payment issue — follow this process:

1. Step 1 — Email us: Write to support@wakahelper.com with a clear description of your complaint and any supporting evidence. We will acknowledge within 24 hours and respond within 5 business days.
2. Step 2 — Escalation: If you are not satisfied with the initial response, escalate to legal@wakahelper.com. A senior member of staff will review and respond within 10 business days.
3. Step 3 — External resolution: If internal escalation does not resolve the matter, you may refer it to the Centre for Arbitration and Dispute Resolution (CADER) Uganda, or pursue it in the courts of Uganda.

5. Formal Legal Channels for Employment Disputes

Workers and Employers who cannot resolve their employment dispute directly have recourse to:

• District Labour Officer: Available at each district headquarters. Labour Officers mediate employment disputes under the Employment Act 2006 at no cost.
• Industrial Court of Uganda: For disputes that cannot be resolved at the Labour Officer level. No filing fee for workers earning below a specified threshold.
• Centre for Arbitration and Dispute Resolution (CADER):
  Plot 1 Kololo Hill Drive, Kampala. Tel: +256 414 259 281.

6. Governing Law

All disputes between users and Waka Care Solutions are governed by the laws of the Republic of Uganda. The parties submit to the exclusive jurisdiction of the courts of Uganda, except where a right to arbitration applies under this policy.

7. Time Limit for Claims

Claims against Waka Care Solutions must be raised within 12 months of the event giving rise to the claim. Claims raised after this period will not be considered, except where Ugandan law requires a longer limitation period.

8. Contact

Dispute and complaint enquiries:
Email: support@wakahelper.com
Legal escalations: legal@wakahelper.com