Dispute Escalation Framework

Because Compea is a comparison and referral platform and not the seller of record, any dispute relating to a product purchase - including disputes about product quality, non-delivery, incorrect items, pricing discrepancies at checkout, or refusal of a refund - is a matter to be resolved directly between the user and the seller. Users should: (i) contact the seller directly using the contact details on the seller's website; (ii) follow the seller's published returns and dispute resolution procedure; (iii) exercise any statutory rights available under the Kenya Consumer Protection Act; and (iv) if the seller is unresponsive or non-compliant, escalate to the Kenya Competition Authority or other relevant regulatory body.

Users may report persistent, serious, or recurring seller misconduct to Compea Ltd at info@compea.co.ke. Compea Ltd will review such reports at an aggregate level and may take enforcement action against a seller where patterns of misconduct are identified. Compea Ltd does not guarantee individual dispute resolution and is not liable for the outcome of any dispute between a user and a seller.

A seller that disputes a decision made by Compea Ltd in respect of visibility reduction, account suspension, commission withheld due to traffic fraud findings, or enforcement action must submit a formal written dispute to info@compea.co.ke within fourteen (14) calendar days of the date of the relevant decision. The dispute must include a clear description of the disputed decision, supporting evidence, and the remedy sought.

Compea Ltd will acknowledge the dispute within five (5) business days and will provide a written response within thirty (30) calendar days. Compea Ltd may review system logs, tracking records, attribution data, and other records in reaching its determination. Compea Ltd's determination shall be final and binding unless overridden by a court of competent jurisdiction.

For all dispute resolution proceedings under this Framework, Compea Ltd's records - including system logs, tracking data, attribution records, timestamp data, and complaint records - shall constitute primary evidence and shall be given decisive weight in the absence of compelling countervailing evidence submitted by the other party.

An affiliate partner that disputes a decision made by Compea Ltd - including a determination that traffic is invalid, a commission withheld or reversed, or the termination of the affiliate's participation - must submit a formal written dispute to info@compea.co.ke within fourteen (14) calendar days of the date of the relevant decision or notification. The dispute must set out: the specific decision being contested; the grounds on which the affiliate believes the decision is incorrect; and any supporting evidence, including the affiliate's own traffic data and analytics, in a format that can be reviewed by Compea Ltd.

Compea Ltd will acknowledge the dispute within five (5) business days and provide a written response within thirty (30) calendar days. In the course of reviewing the dispute, Compea Ltd may request additional information or documentation from the affiliate. Where the affiliate fails to provide requested information within a reasonable period, Compea Ltd may proceed to determine the dispute on the basis of the information available. Compea Ltd's attribution and tracking records shall carry decisive weight in the determination of commission-related disputes. Compea Ltd's determination shall be final and binding unless overridden by a court of competent jurisdiction.