Dispute Resolution Policy

Last updated: February 9, 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. By using our services, you agree to follow the dispute resolution process outlined in this policy before pursuing external legal remedies.

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.
• Phone: Call us at +233 553 132 279 during our published support hours.

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

If mediation is unsuccessful or if either party declines to mediate, the dispute may be submitted to binding arbitration. Arbitration will be conducted under the rules of the Ghana Arbitration Centre (or a comparable arbitration institution agreed upon by the parties). The arbitration proceedings will be held in Accra, Ghana, unless the parties agree to an alternative venue or to virtual proceedings. The arbitration will be conducted in English. The decision of the arbitrator will be final and binding on both parties and may be enforced in any court of competent jurisdiction. Each party will bear its own costs of arbitration, and the arbitrator's fees and administrative costs will be shared equally, unless the arbitrator directs otherwise in the award.

7. Governing Law

This Dispute Resolution Policy and all disputes arising out of or relating to your use of Faciotech's services are governed by and construed in accordance with the laws of the Republic of Ghana. To the extent that any dispute is not resolved through the processes described in this policy and proceeds to litigation, the courts of the Republic of Ghana will have exclusive jurisdiction. Nothing in this policy limits your rights under mandatory consumer protection legislation that may apply in your country of residence.

8. Billing Disputes

Billing disputes include concerns about charges, invoicing errors, unauthorised payments, refund requests, and pricing discrepancies. To dispute a charge:

• Raise the issue within 30 calendar days of the invoice date. Disputes raised after this period may still be considered but are not guaranteed.
• Provide the invoice number, the specific charge in question, and the reason you believe it is incorrect.
• If a refund is warranted, we will process it to the original payment method within 14 business days of approving the refund.
• While a billing dispute is under review, we will not suspend or terminate your services solely because of the disputed charge, provided that all undisputed amounts remain current.

Chargebacks filed with your bank or payment provider without first attempting resolution through our support team may result in account suspension. We strongly recommend using our internal dispute process before initiating a chargeback.

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
• Phone: +233 553 132 279

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. Continued use of our services after changes are posted constitutes acceptance of the updated policy.