1. Purpose
This Deposit and Dispute Policy ("Policy") provides a transparent, fair, and expeditious procedural mechanism for Renters to challenge, contest, or appeal deductions made or proposed against their Security Deposit, and establishes the operational rules for adjudicating deposit disputes between Renters and Hosts.
2. Scope
This Policy applies to all contested security deposit holds, fee assessments, damage deductions, fuel surcharges, cleaning fees, and fine allocations arising from transactions on the Platform.
3. Definitions
All capitalized terms not defined herein shall bear the meanings set forth in preceding platform documentation.
"Deposit Dispute" means a formal electronic objection submitted by a Renter against a specific proposed or executed deduction from their Security Deposit.
"Dispute Window" means the strict timeframe within which a Renter must submit an objection.
"Review Panel" means DRYVE247’s internal, neutral dispute resolution committee comprising operations, legal, and customer trust officers.
4. Parties Covered
This Policy binds DRYVE247 LTD, Renters, Hosts, and licensed payment processors.
5. Eligibility
To initiate a Deposit Dispute, the Renter must:
Have completed the Trip under a verified DRYVE247 Account;
Have completed the Check-In and Check-Out photo reports;
File the dispute within the mandatory Dispute Window;
State the precise factual grounds and provide corroborating documentary evidence.
6. Rights
Right to Be Heard: Every Renter has the right to a neutral, fair, and objective review of any contested deduction pursuant to principles of administrative justice under Article 23 of the 1992 Constitution.
Freeze of Distribution: Filing a valid Deposit Dispute immediately freezes the disputed funds in escrow, preventing disbursement to the Host until the review is concluded.
7. Responsibilities
Filing Deadline: The Renter must file a Deposit Dispute within seven (7) calendar days of receiving written electronic notification of the proposed deduction.
Production of Proof: The Renter must submit all supporting photographs, fuel station receipts, dashcam footage, or communications supporting their objection.
Host Response Obligation: The Host must respond to the Renter’s dispute submission within forty-eight (48) hours with counter-evidence; failure to respond results in an automatic default finding in favor of the Renter.
8. Prohibited Conduct
No party shall:
Initiate a fraudulent bank chargeback while an active Deposit Dispute is undergoing formal administrative review on the Platform;
Submit altered, falsified, or forged fuel receipts, mechanic invoices, or inspection photos;
Threaten, coerce, or intimidate the counterparty or platform adjudicators.
9. Operational Procedures
[Step 1: Notice of Deduction] Platform sends itemized deduction notice to Renter
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[Step 2: Dispute Filing] Renter submits dispute within 7 days via Claims Portal
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[Step 3: Escrow Freeze] Funds frozen; Host notified with 48-hour response deadline
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[Step 4: Evidence Review] Review Panel audits check-in/out photos, telematics, receipts
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[Step 5: Adjudication] Written decision rendered within 5 business days
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├──────────────────────────────┬──────────────────────────────┐
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[Full Refund] [Partial Split] [Full Deduction]
100% deposit released Adjusted funds disbursed Funds captured
to Renter per itemized evidence to satisfy claim
10. Evidence and Documentation Requirements
The Review Panel determines disputes strictly based on objective documentation:
Comparative analysis of Check-In versus Check-Out photographs;
Digital telematics telemetry logs (mileage, speed, route, ignition states);
Certified fuel station payment receipts bearing date, time, and fuel volume;
Official municipal citations, police incident reports, or towing invoices.
11. Payments and Financial Consequences
Dispute Resolution Payout: Following determination, DRYVE247 executes the release or capture instruction within twenty-four (24) hours.
Frivolous Dispute Surcharge: If a party is found to have submitted demonstrably fabricated evidence, DRYVE247 may assess an administrative review surcharge of GH₵ 500 against the dishonest party.
12 Independent Insurance Responsibilities
Damage Charge Review: Verify responsibility, supporting evidence, an applicable contractual limit and any recoveries already received before authorizing a deduction. An independent insurer's excess is not automatically collectible from the Renter. Platform review does not determine insurance coverage.
13. Privacy and Data Protection
All dispute submissions, evidence dossiers, and deliberations are processed confidentially under the Data Protection Act, 2012 (Act 843).
14. Safety Obligations
Fair dispute resolution ensures accountability, discouraging reckless driving and encouraging honest vehicle maintenance.
15. Reporting Obligations
Parties must report any newly discovered evidence within twenty-four (24) hours of receipt during the review window.
16. Disputes
Decisions of the Review Panel are administrative. A party dissatisfied with the final decision may pursue formal mediation under the Alternative Dispute Resolution Act, 2010 (Act 798) pursuant to Document 59.
17. Enforcement
Adjudicated amounts will be credited or debited directly through integrated payment rails under Act 987.
18. Suspension and Termination
Users who engage in persistent bad-faith disputes or abusive chargebacks will have their platform accounts permanently closed.
19. Applicable Law
This Policy is governed by the laws of the Republic of Ghana, specifically the Alternative Dispute Resolution Act, 2010 (Act 798) and the Electronic Transactions Act, 2008 (Act 772).
20. International Users
International Renters may participate in all dispute proceedings remotely via the digital claims portal, without requiring physical presence in Ghana.
21. Amendments
Dispute protocols may be refined periodically upon publication on the Platform.
22. Severability
If any section of this Policy is found invalid, the remaining dispute provisions remain in full force.
23. Contact Information
Deposit Dispute & Appeals Panel
DRYVE247 LTD
Email: disputes@dryve247.com