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Dispute Resolution Clause

Last updated: March 1, 2026

1. Overview

This Dispute Resolution Clause outlines the procedures for resolving disputes arising from the use of the Lights of Africa platform ("the Platform"), including but not limited to voting outcomes, competition results, ticket purchases, rewards distribution, user accounts, and content moderation decisions.

2. Scope

This clause applies to all disputes between:

  • Users and the Platform operator (Equatorial Light Media).
  • Contestants and the Platform regarding competition matters.
  • Viewers and the Platform regarding live streaming or content issues.
  • Ticket purchasers and the Platform regarding ticket sales or refunds.

3. Informal Resolution

Before initiating formal dispute proceedings, parties are encouraged to resolve disputes informally:

  • Step 1: Contact our support team at xdfz@equatorlightmedia.com with a clear description of the dispute.
  • Step 2: Our team will acknowledge your complaint within 3 business days.
  • Step 3: We will investigate and provide a response within 14 business days.
  • Step 4: If the initial response is unsatisfactory, you may request escalation to a senior manager.

4. Competition-Related Disputes

For disputes specifically related to competition outcomes:

  • Voting disputes: Allegations of vote manipulation or unfair practices will be investigated by our technical team. Vote audit logs will be reviewed. Decisions will be communicated within 7 business days.
  • Judging disputes: Complaints about judge scoring will be reviewed by the competition committee. Judge decisions are final unless procedural errors are identified.
  • Eligibility disputes: Contestant eligibility decisions may be appealed within 7 days of notification. Appeals are reviewed by an independent panel.
  • Prize disputes: Disputes regarding prize distribution or valuation must be raised within 30 days of the competition conclusion.

5. Moderation Appeals

Users who have been subject to moderation actions (muting, banning, content removal) may appeal:

  • Appeals must be submitted within 14 days of the moderation action.
  • Include your username, the action taken, and the reason you believe it was unjust.
  • Appeals are reviewed by a moderation review panel independent from the original moderator.
  • Appeal outcomes will be communicated within 10 business days.
  • Each moderation action may be appealed only once.

6. Financial Disputes

For disputes regarding payments, ticket purchases, or refunds:

  • Refund requests must be submitted within 14 days of the transaction.
  • Provide transaction reference numbers and relevant details.
  • Refunds for completed events are subject to the Ticket Sales Rules.
  • Payment processor disputes should first be raised with the Platform before initiating chargebacks.

7. Mediation

If informal resolution fails, either party may request mediation:

  • Mediation will be conducted by a mutually agreed-upon neutral mediator.
  • Mediation costs will be shared equally between the parties unless otherwise agreed.
  • Mediation will be conducted in English.
  • The location of mediation will be Accra, Ghana, unless the parties agree otherwise.
  • Mediation outcomes are non-binding unless both parties agree to be bound.

8. Arbitration

If mediation does not resolve the dispute within 30 days, either party may submit the dispute to binding arbitration:

  • Arbitration will be conducted under the rules of the Ghana Arbitration Centre.
  • The arbitral tribunal will consist of a single arbitrator.
  • The seat of arbitration will be Accra, Ghana.
  • The language of arbitration will be English.
  • The arbitrator's decision will be final and binding on both parties.
  • Judgment on the arbitral award may be entered in any court of competent jurisdiction.

9. Governing Law

This Dispute Resolution Clause and all disputes arising from the use of the Platform are governed by the laws of the Republic of Ghana, without regard to conflict of law principles.

10. Limitation Period

All disputes must be raised within 12 months of the event giving rise to the dispute, unless a shorter period is specified in the relevant section above. Failure to raise a dispute within the applicable limitation period constitutes a waiver of the claim.

11. Exceptions

Nothing in this clause prevents either party from:

  • Seeking urgent injunctive or equitable relief from a court of competent jurisdiction.
  • Filing a complaint with the Ghana Data Protection Commission for data protection matters.
  • Exercising any statutory consumer protection rights that cannot be waived.

12. Contact

For dispute resolution inquiries: xdfz@equatorlightmedia.com