Dispute Resolution Policy

Last updated: September 19, 2026

1. Purpose and Scope

This Dispute Resolution Policy describes how Faciotech handles disagreements that may arise between us and our clients regarding billing, service delivery, domain registrations, or any other aspect of our business relationship. Our goal is to resolve disputes fairly, transparently, and efficiently. This policy applies to all clients who use Faciotech's web hosting, domain registration, SSL, website builder, CRM/ERP, managed IT, or any other services we offer. Our internal process is voluntary. It does not restrict statutory deadlines, court access, regulator complaints, lawful payment disputes or urgent relief.

2. Informal Resolution (Contact Support First)

We encourage you to contact our support team as your first step whenever a concern arises. Most issues can be resolved quickly through a straightforward conversation. You can reach us by:

• Support Ticket: Open a ticket through your client portal at faciotech.com/submitticket.php. This is the preferred method as it creates a documented record of the issue and our response.
• Email: Send a message to support@faciotech.com describing the issue. Include your client ID or the email associated with your account.

When contacting support, please provide a clear description of the issue, any relevant invoice numbers, domain names, or service identifiers, the outcome you are seeking, and any supporting documentation (screenshots, correspondence, etc.). Our support team will acknowledge your inquiry within one business day and work to resolve the matter within five business days. If additional time is needed, we will inform you of the expected timeline.

3. Formal Complaint Process

If the informal resolution through our support team does not resolve your concern to your satisfaction, you may submit a formal complaint. To initiate a formal complaint:

1. Send an email to legal@faciotech.com with the subject line "Formal Complaint" followed by your client ID.
2. Include a written summary of the dispute, the steps already taken through support, the ticket or reference numbers from prior communications, and a clear statement of the resolution you are requesting.

A designated complaints officer will review your formal complaint. You will receive an acknowledgement within two business days confirming receipt and the name of the person handling your case. The complaints officer will review all relevant records, may request additional information from you, and will issue a written determination within fifteen business days of receiving the complete complaint. The determination will include our findings, any actions we will take, and your options if you disagree with the outcome.

4. Escalation Procedure

If you are not satisfied with the outcome of the formal complaint process, you may request escalation to senior management. Escalation requests must be made in writing to legal@faciotech.com within fourteen calendar days of receiving the formal complaint determination. The escalation request should explain why you believe the initial determination was incorrect or incomplete. A senior manager who was not involved in the original determination will conduct an independent review and provide a final internal decision within fifteen business days.

5. Mediation

If internal escalation does not resolve the dispute, either party may propose mediation as a voluntary, non-binding process. Mediation involves engaging a neutral third-party mediator agreed upon by both parties to facilitate discussion and help reach a mutually acceptable resolution. Unless otherwise agreed, the costs of mediation will be shared equally between the parties, with each party bearing its own legal and advisory costs. Mediation may be conducted in person in Accra, Ghana, or remotely via video conference, as the parties agree. Any settlement reached through mediation will be documented in writing and signed by both parties.

6. Arbitration

Arbitration is available only under a separate valid agreement, subject to applicable law. The parties must agree the forum, procedure and costs. This policy does not require an Ontario consumer to waive statutory court or class-proceeding rights. Parties may agree to arbitration after a dispute arises where the law permits.

7. Governing Law

The Terms of Service explain the Canadian and Ghanaian seller schedules. Canadian-seller agreements generally use Ontario and applicable Canadian federal law; Ghanaian-seller agreements generally use Ghanaian law. An express, lawful service agreement may provide otherwise.

Nothing in this policy removes rights or remedies that cannot be waived under applicable law, including statutory cancellation, refund, privacy, court and complaint rights. A contractual deadline does not shorten a statutory deadline.

8. Billing Disputes

If a charge, invoice or payment seems incorrect, contact support@faciotech.com with the invoice number and the reason for your concern. Do not send full card details or passwords. We will review the seller, payment and supporting records and explain any correction.

You may also use lawful card-issuer, bank or payment-provider dispute processes. We do not suspend a service solely because a customer makes a good-faith complaint or exercises a lawful chargeback right. Verified fraud, security threats and unpaid undisputed amounts may require proportionate action under the applicable agreement.

9. Service Disputes

Service disputes relate to the quality, availability, or performance of hosting, website builder, CRM/ERP, managed IT, or other services provided by Faciotech. If you believe we have not met our published service commitments or Service Level Agreement (SLA) terms:

• Document the issue with specific dates, times, error messages, and any evidence of service disruption.
• Submit your claim through the support ticket system, referencing the applicable SLA or service commitment.
• SLA credit requests must be submitted within 14 calendar days of the incident. Credits, if approved, are applied as service credits to your account and are not redeemable for cash.
• Service disputes that cannot be resolved through support follow the same escalation path described in Sections 3 through 6 of this policy.

10. Domain Disputes

Disputes involving domain name ownership, trademark claims, or registration rights are handled under the applicable dispute resolution procedures for the domain extension in question. For generic top-level domains (gTLDs), this is typically ICANN's Uniform Domain-Name Dispute-Resolution Policy (UDRP). For country-code top-level domains (ccTLDs), the dispute resolution mechanism established by the national registry authority applies. Please refer to our Domain Registration Policy for detailed information on domain disputes, UDRP proceedings, and our obligations as a domain services provider. We will cooperate with any dispute resolution proceeding and comply with the decision of the appointed panel.

11. Timeline for Resolution

We aim to resolve disputes within the following timeframes:

• Informal resolution (support): 1 business day acknowledgement, 5 business days resolution.
• Formal complaint: 2 business days acknowledgement, 15 business days determination.
• Escalation: 15 business days from receipt of escalation request.
• Mediation: Timing depends on mediator availability and party schedules; typically 30 to 60 calendar days from agreement to mediate.
• Arbitration: Timing is governed by the rules of the arbitration institution; typically 60 to 120 calendar days from filing.

These timeframes are targets, not guarantees. Unusually complex disputes may require additional time. We will keep you informed of progress and any expected delays.

12. Good Faith

Both Faciotech and our clients are expected to engage in the dispute resolution process in good faith. This means providing truthful and complete information, responding to communications in a timely manner, making a genuine effort to reach a fair resolution, and refraining from actions intended to delay or obstruct the process. We will not retaliate against any client for raising a legitimate dispute or complaint. Abuse of the dispute resolution process, including frivolous or repeated complaints made in bad faith, may result in limitations on the ability to submit further complaints through the internal process.

13. Contact

If you have questions about this Dispute Resolution Policy or need to initiate a dispute, please contact us:

• Support: support@faciotech.com
• Formal Complaints: legal@faciotech.com

Faciotech reserves the right to update this Dispute Resolution Policy at any time. Changes will be posted on this page with a revised "Last updated" date. Changes affecting an existing agreement follow its applicable notice, acceptance and statutory requirements.