Contents

COMPLAINTS & DISPUTE RESOLUTION POLICY

Effective Date: 22 October 2026

Last Updated: 22 October 2026

Operated by: Reepeet Nigeria Limited

1. INTRODUCTION

Reepeet Nigeria Limited (“Reepeet”, “we”, “us”, or “our”) is committed to maintaining a fair, transparent, and accountable environment for everyone using its services.

Reepeet operates an AI-powered music learning, performance assessment, and skill-based competition platform that enables users to learn music, practise musical skills, receive automated performance feedback, connect with teachers, and participate in eligible competitions.

We recognise that users may occasionally experience technical difficulties, payment issues, disputed competition results, account restrictions, or other concerns requiring investigation and resolution.

This Complaints & Dispute Resolution Policy (“Policy”) establishes the procedures for submitting, reviewing, escalating, and resolving such matters.

The Policy applies to all Reepeet users, including learners, musicians, teachers, competition participants, subscribers, and organisations.

It forms part of Reepeet's Terms of Service and should be read together with other applicable Platform policies.

2. OUR COMPLAINTS HANDLING PRINCIPLES

Reepeet shall seek to handle complaints according to the following principles:

Accessibility: Users should have a reasonably accessible method of submitting complaints.

Fairness: Complaints shall be considered objectively and without unlawful discrimination.

Transparency: Users shall receive appropriate information about the complaints process and the outcome of their cases.

Timeliness: Reepeet shall aim to acknowledge, investigate, and resolve complaints within reasonable and communicated timeframes.

Confidentiality: Personal information and complaint records shall be handled in accordance with applicable privacy and data protection requirements.

Accountability: Decisions should be supported by relevant information, applicable policies, and reasonable grounds.

Right to Review: Users should have an appropriate opportunity to challenge significant disputed decisions.

3. SCOPE OF COMPLAINTS

Users may submit complaints concerning any aspect of Reepeet's services.

These may include:

3.1 Account and Access Complaints

a. Account registration difficulties.
b. Login or authentication problems.
c. Unauthorised account access.
d. Account suspension or termination.
e. Identity verification issues.
f. Incorrect account information.

3.2 Subscription and Billing Complaints

a. Failed or duplicate payments.
b. Incorrect subscription charges.
c. Subscription activation failures.
d. Automatic renewal disputes.
e. Cancellation difficulties.
f. Refund requests or disputes.
g. Incorrect subscription access or benefits.

3.3 AI Assessment Complaints

a. Suspected scoring errors.
b. Incorrect performance analysis.
c. Inconsistent assessment results.
d. Technical failures affecting recorded performances.
e. Disputed AI-generated feedback.
f. Concerns regarding automated decision-making.

3.4 Competition Complaints

a. Competition eligibility decisions.
b. Submission failures.
c. Disputed rankings.
d. Suspected cheating or manipulation.
e. Disqualification decisions.
f. Winner verification.
g. Competition cancellations or modifications.
h. Alleged unfair competition administration.

3.5 Prize Payment Complaints

a. Delayed prize payments.
b. Incorrect prize amounts.
c. Payment verification difficulties.
d. Failed prize transfers.
e. Disputes concerning prize eligibility.

3.6 Community and Safety Complaints

a. Harassment or bullying.
b. Discriminatory or abusive behaviour.
c. Fraud or impersonation.
d. Child safety concerns.
e. Inappropriate user-generated content.
f. Other violations of Community Guidelines.

3.7 Intellectual Property Complaints

a. Alleged copyright infringement.
b. Unauthorised use of musical performances.
c. Improper use of compositions or recordings.
d. Trademark infringement.
e. Disputed content removal.

3.8 Privacy and Data Protection Complaints

a. Unauthorised processing of personal information.
b. Data access or correction requests.
c. Account or personal data deletion requests.
d. Concerns about recording storage or AI processing.
e. Suspected personal data breaches.
f. Other alleged violations of applicable data protection law.

4. HOW TO SUBMIT A COMPLAINT

Users may submit complaints through Reepeet's official support channel.

Email: support@reepeet.ai

Where available, complaints may also be submitted through designated in-platform support or reporting features.

To help Reepeet investigate efficiently, users should provide relevant information, which may include:

a. Full name or Reepeet username.
b. Email address associated with the account.
c. Description of the complaint.
d. Date or approximate time of the incident.
e. Relevant competition or transaction reference.
f. Screenshots or supporting documents, where available.
g. The resolution being requested.

Users should not submit passwords, payment card PINs, one-time passwords, or other sensitive authentication credentials.

Reepeet may request additional information where reasonably necessary to investigate the complaint.

5. COMPLAINT ACKNOWLEDGEMENT

Reepeet shall aim to acknowledge complaints within two business days of receipt.

The acknowledgement may include:

a. Confirmation that the complaint has been received.
b. A complaint reference number, where available.
c. A summary of the reported issue.
d. Any additional information required.
e. An indication of the expected next steps.

Where a complaint requires urgent safety or security intervention, Reepeet may prioritise immediate protective action before completing the ordinary acknowledgement process.

6. COMPLAINT INVESTIGATION AND RESPONSE TIMELINES

Reepeet shall make reasonable efforts to investigate and resolve complaints promptly.

The following are Reepeet's proposed service targets, subject to any shorter mandatory legal deadlines:

Complaint Category	Target Initial Resolution
General account and technical issues	Within 5 business days
Subscription and billing complaints	Within 7 business days
AI assessment complaints	Within 7 business days
Competition and ranking disputes	Within 7 business days, subject to competition-specific deadlines
Prize payment complaints	Within 10 business days
Account suspension appeals	Within 10 business days
Copyright complaints	As promptly as reasonably practicable, subject to statutory procedures
Privacy and data protection requests	Within applicable statutory timelines
Serious safety or security incidents	Prioritised according to urgency

These timelines are operational targets rather than guarantees of a particular outcome.

Complex matters may require additional investigation.

Where an investigation cannot reasonably be completed within the applicable target period, Reepeet shall aim to inform the complainant of the delay and provide an updated expected timeframe.

Statutory deadlines shall take precedence over these internal service targets.

7. COMPLAINT INVESTIGATION PROCEDURE

Reepeet may investigate complaints through the following process:

7.1 Initial Assessment

The complaint shall be reviewed to identify its nature, seriousness, urgency, and the relevant Platform policy.

7.2 Information Gathering

Reepeet may review relevant information, including:

a. Account activity records.
b. Transaction records.
c. Performance submissions.
d. AI assessment results.
e. Competition rules and rankings.
f. Relevant technical logs.
g. Support communications.
h. Other lawfully available evidence.

7.3 Evaluation

The available evidence shall be assessed against the applicable Terms of Service, competition rules, subscription conditions, or other relevant policies.

7.4 Resolution

Reepeet shall determine an appropriate response based on the evidence, applicable law, and the circumstances.

7.5 Communication

The complainant shall be informed of the outcome, subject to lawful restrictions concerning privacy, security, or confidential information.

8. POSSIBLE COMPLAINT RESOLUTIONS

Depending on the circumstances, Reepeet may provide one or more of the following remedies:

a. Technical assistance or correction of an identified issue.
b. Correction of inaccurate account information.
c. Restoration of eligible account access.
d. Correction of a subscription or billing error.
e. Refund or reversal of an incorrect charge.
f. Reprocessing of a musical performance assessment.
g. Correction of a verified competition scoring error.
h. Reinstatement of a valid competition submission.
i. Review or reversal of an incorrect disqualification.
j. Payment of a validly owed competition prize.
k. Removal of content that violates applicable rules.
l. Correction or deletion of eligible personal information.
m. Other appropriate action required by law or justified by the circumstances.

The remedy shall be proportionate to the issue and consistent with applicable legal obligations.

9. AI SCORING AND PERFORMANCE ASSESSMENT DISPUTES

Reepeet uses AI-powered technology to assess musical performances.

Users may challenge an assessment where they reasonably believe that a material technical or scoring error occurred.

9.1 Grounds for Review

A scoring complaint may involve:

a. Incorrect recording analysis.
b. A submission processing failure.
c. Inconsistent application of published scoring criteria.
d. An incorrect association between a performance and a score.
e. A technical malfunction affecting the assessment.
f. Another credible scoring irregularity.

9.2 Review Procedure

Where appropriate, Reepeet may:

a. Examine the original submission.
b. Review the applicable scoring criteria.
c. Inspect relevant technical records.
d. Reprocess the recording where technically appropriate.
e. Refer the matter for authorised human review.

9.3 Outcome

Where a material scoring error is verified, Reepeet may correct the result and take appropriate steps to address any affected ranking or competition outcome.

Reepeet shall not arbitrarily alter scores or rankings.

9.4 Automated Decision Rights

Where applicable data protection law provides rights concerning automated decisions, Reepeet shall facilitate the relevant review or challenge process.

10. COMPETITION DISPUTES AND APPEALS

Competition participants may dispute decisions concerning eligibility, submissions, scoring, rankings, disqualification, or prize awards.

10.1 Competition-Specific Deadlines

Each competition may establish a specific period within which appeals must be submitted.

These deadlines shall be disclosed before participation.

Where a competition-specific deadline applies, participants should submit appeals within that period.

Mandatory statutory rights remain unaffected.

10.2 Provisional Results

Where practicable, Reepeet may publish provisional competition results before confirming final winners.

This allows relevant verification and appeals to be completed.

10.3 Review of Competition Decisions

Reepeet may review performance records, eligibility information, technical evidence, and the applicable competition rules.

Where reasonably practicable, significant disputed decisions should be reviewed by an authorised person who was not solely responsible for the original decision.

10.4 Final Competition Outcomes

Following completion of the applicable review procedures, Reepeet may confirm, correct, or reverse a disputed decision.

Any resulting changes to rankings or prize entitlements shall be administered fairly and in accordance with the competition rules.

11. PRIZE PAYMENT DISPUTES

Users who believe they have not received a validly earned prize may submit a complaint.

Reepeet may verify:

a. The competition result.
b. The participant's eligibility.
c. Identity verification status.
d. The advertised prize amount.
e. Payment instructions.
f. Relevant payment processing records.

Where a prize payment is validly owed, Reepeet shall take reasonable steps to complete payment within the applicable published timeline or otherwise comply with legal obligations.

A prize shall not be withheld arbitrarily.

Where payment is delayed for legitimate reasons, Reepeet shall provide an appropriate explanation and expected next steps.

12. SUBSCRIPTION AND REFUND DISPUTES

Subscription and payment complaints shall be reviewed in accordance with Reepeet's Subscription, Billing and Refund Policy.

Users may dispute:

a. Unauthorised charges.
b. Duplicate payments.
c. Incorrect subscription pricing.
d. Failed subscription activation.
e. Charges following valid cancellation.
f. Refund denials.
g. Material failure to provide paid services.

Reepeet shall assess the relevant transaction records and applicable consumer protection requirements.

Nothing in this Policy restricts a user's lawful right to raise a payment dispute with their bank or payment service provider.

13. ACCOUNT SUSPENSION AND TERMINATION APPEALS

Users whose accounts have been suspended, restricted, or terminated may request a review.

An appeal should explain why the user believes the decision was incorrect or disproportionate.

Reepeet may review:

a. The alleged policy violation.
b. Available supporting evidence.
c. Relevant account history.
d. The seriousness of the conduct.
e. Any mitigating circumstances.
f. Applicable legal requirements.

Following review, Reepeet may uphold, modify, or reverse the original decision.

Immediate restrictions may remain in place where reasonably necessary to protect users, prevent fraud, or address serious security risks.

14. COMMUNITY SAFETY AND HARASSMENT COMPLAINTS

Complaints involving harassment, threats, bullying, discrimination, fraud, or other harmful conduct shall be assessed under Reepeet's Community Guidelines & Fair Play Policy.

Reepeet may remove prohibited content, restrict accounts, issue warnings, or take other proportionate action.

Where a complaint involves credible threats, child exploitation, serious fraud, or other urgent risks, Reepeet may prioritise immediate protective measures.

Serious unlawful conduct may be referred to appropriate authorities where legally justified or required.

Reepeet shall seek to protect complainants against retaliation for good-faith reporting.

15. COPYRIGHT AND INTELLECTUAL PROPERTY DISPUTES

Complaints involving alleged infringement of copyrights, trademarks, or other intellectual property rights shall be handled under Reepeet's Copyright & Intellectual Property Policy and applicable law.

Rights holders may request review or removal of allegedly infringing content.

Affected users may submit counter-notices or appeals where permitted.

Reepeet shall comply with applicable statutory notice-and-takedown procedures and lawful orders.

16. PRIVACY AND DATA PROTECTION COMPLAINTS

Privacy complaints shall be handled in accordance with Reepeet's Privacy & Cookie Policy and applicable Nigerian data protection laws.

Users may raise concerns regarding:

a. Collection or use of personal information.
b. Access to personal data.
c. Inaccurate information.
d. Data deletion requests.
e. Audio or video recording processing.
f. AI-related personal data processing.
g. Unauthorised disclosure.
h. Suspected data breaches.

Reepeet shall respond within the applicable legal deadlines and implement appropriate corrective measures where necessary.

Users retain the right to lodge complaints with the Nigeria Data Protection Commission.

17. INTERNAL ESCALATION PROCEDURE

Where a user is dissatisfied with the initial resolution of a complaint, the user may request further review.

17.1 First-Level Review

The complaint is initially handled through Reepeet's support or relevant operational team.

17.2 Escalation Request

If the user believes the decision is incorrect, incomplete, or unfair, they may request escalation by replying to the original support correspondence or contacting support@reepeet.ai.

The request should identify the disputed decision and explain the grounds for further review.

17.3 Independent Internal Review

Where reasonably practicable, an authorised person who was not solely responsible for the original decision shall review the matter.

17.4 Escalation Outcome

Reepeet shall communicate the result of the review and any further available options.

Internal escalation shall not prevent users from exercising external legal or regulatory rights.

18. EXTERNAL DISPUTE RESOLUTION

Reepeet encourages users to contact Support first so that issues can be investigated and, where possible, resolved promptly.

However, users retain their lawful rights to seek external remedies.

Depending on the nature of the dispute, these may include:

Federal Competition and Consumer Protection Commission (FCCPC): For matters within its consumer protection jurisdiction.

Website: https://fccpc.gov.ng

Nigeria Data Protection Commission (NDPC): For complaints involving personal data protection rights.

Website: https://ndpc.gov.ng

Relevant Payment Service Providers or Financial Institutions: For payment disputes within their respective responsibilities.

Relevant Gaming or Competition Regulatory Authorities: Where a competition-related matter falls within the jurisdiction of an applicable regulatory authority.

Courts of Competent Jurisdiction: Where judicial resolution is appropriate.

Users shall not be required to waive mandatory statutory rights as a condition of submitting a complaint to Reepeet.

19. MEDIATION AND AMICABLE SETTLEMENT

Where appropriate, Reepeet and an affected user may voluntarily seek to resolve a dispute through good-faith negotiation or mediation.

Any mediation arrangement shall be subject to mutual agreement and applicable law.

Participation in voluntary mediation shall not prevent a user from exercising mandatory legal rights.

Reepeet shall not impose unfair or undisclosed dispute resolution costs on consumers.

20. CONFIDENTIALITY AND DATA PROTECTION

Information submitted during complaints and investigations shall be processed in accordance with Reepeet's Privacy & Cookie Policy.

Reepeet may collect and retain information reasonably necessary to:

a. Investigate complaints.
b. Verify relevant transactions or submissions.
c. Communicate decisions.
d. Maintain appropriate audit records.
e. Prevent fraud or repeated misconduct.
f. Comply with legal obligations.

Complaint information shall be accessible only to authorised persons with a legitimate need to review it.

Reepeet may withhold information where disclosure would unlawfully expose another person's personal data, compromise security, or interfere with a legitimate investigation.

21. COMPLAINT RECORDS AND ACCOUNTABILITY

Reepeet may maintain appropriate records of complaints, investigations, decisions, appeals, and corrective actions.

Such records may be used to:

a. Monitor service quality.
b. Identify recurring technical problems.
c. Improve AI assessment reliability.
d. Strengthen competition integrity.
e. Improve customer support.
f. Support regulatory compliance.
g. Prevent repeated policy violations.

Records shall be retained only for justified periods and protected in accordance with applicable data protection requirements.

22. FALSE OR MALICIOUS COMPLAINTS

Reepeet encourages genuine complaints and good-faith reporting.

Users must not knowingly submit fabricated evidence or deliberately false complaints intended to harass, defraud, or unfairly disadvantage another person.

Where deliberate misuse is established, Reepeet may take proportionate action under its Community Guidelines.

A complaint shall not be treated as malicious merely because it is unsubstantiated or ultimately unsuccessful.

23. NO RETALIATION

Reepeet shall not unlawfully penalise users for raising genuine complaints, exercising consumer rights, reporting suspected wrongdoing, or contacting competent regulatory authorities.

Users must also refrain from threatening or retaliating against individuals who submit complaints in good faith.

24. LIMITATIONS AND LEGAL RIGHTS

Reepeet shall make reasonable efforts to investigate and resolve complaints fairly.

Nothing in this Policy guarantees a particular outcome or requires Reepeet to grant a remedy that is not legally or contractually justified.

However, nothing in this Policy excludes or limits:

a. Mandatory consumer protection rights.
b. Applicable data protection rights.
c. Validly owed refunds or prizes.
d. Liability that cannot lawfully be excluded.
e. Access to competent regulatory authorities.
f. The right to seek judicial remedies where permitted by law.

25. CHANGES TO THIS POLICY

Reepeet may update this Policy to reflect changes in Platform operations, complaint procedures, regulatory requirements, or applicable laws.

Material changes shall be communicated where required.

The current version shall be published on Reepeet's website and Platform.

Changes shall not retrospectively remove accrued legal rights or valid complaint entitlements.

26. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.

Any dispute arising under this Policy shall be subject to applicable consumer protection legislation, regulatory complaint mechanisms, and the jurisdiction of a competent Nigerian court.

27. CONTACT INFORMATION

For questions, complaints, legal notices, or other enquiries concerning this Policy, users may contact:

REEPEET

Legal Entity: Reepeet Nigeria Limited

General Support: support@reepeet.ai

Website: https://reepeet.ai

28. ACCEPTANCE OF POLICY

By accessing or using Reepeet, users acknowledge that this Policy explains the procedures available for submitting complaints, requesting reviews, and seeking dispute resolution.

This Policy should be read together with Reepeet's Terms of Service and other applicable Platform policies.

Nothing in this Policy prevents users from exercising statutory consumer, privacy, intellectual property, or other legal rights.

Questions about this policy? Write to support@reepeet.ai.

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