Dispute Resolution Policy
Last updated: June 17, 2026
1. Scope
This policy applies to disputes arising from listings, messages, tours, applications, escrow transactions, and auctions on AD PROPS. It does not replace your legal rights under Zimbabwean law.
2. Step 1 — Direct resolution
First, try to resolve the issue directly with the other party using in-app messages, so there is a clear record. Most issues — viewing scheduling, deposit timing, minor description errors — are resolved this way.
3. Step 2 — Report to AD PROPS
If direct resolution fails, open a report from the listing, profile, or message thread. Include screenshots, payment references, and a clear description of the issue. Reports are triaged within 3 business days.
4. Step 3 — Mediation
For escrow and high-value disputes, AD PROPS may pause funds and mediate between the parties. Both parties will be given 7 days to provide evidence. Funds are released, refunded, or split based on the mediator's written decision.
5. Step 4 — External escalation
If a dispute involves a registered estate agent, you may escalate to the your national real-estate regulator. Payment disputes may be escalated to Paynow per their dispute process. Criminal matters (fraud, impersonation) should be reported to the Zimbabwe Republic Police.
6. Outcomes
Confirmed breaches may result in listing removal, refund or release of escrow, badge revocation, account suspension, and, where applicable, a report to the relevant national regulator.
7. Bad-faith reports
Repeated false or malicious reports may themselves lead to account action. Be honest and specific.
8. Governing law
Disputes are governed by the laws of Zimbabwe. By using AD PROPS you agree to attempt this dispute process before pursuing formal legal action, where reasonable.
Need help? Email disputes@adpropshome.com.