Complaint Resolution

Last Updated: August 2026

AgileSoko is built around trust, and trust needs a real process behind it when something goes wrong. This page explains how complaints are handled, whether about a verified business, individual asset owner, professional, or AgileSoko's own service. It should be read alongside our Verification Policy and Terms & Conditions.

1 What This Covers

This process applies to complaints about the conduct, accuracy, or trustworthiness of a verified participant on AgileSoko → for example fraud, misrepresentation, misuse of a verification badge, or non delivery of paid goods or services → as well as complaints about AgileSoko's own service, such as a billing issue or a verification decision you believe was made in error.

It does not cover disputes over the quality or terms of goods and services delivered directly between you and a business, owner, or professional → those are contractual matters between the parties, though we're glad to hear about them where they affect a participant's trustworthiness on the platform.

2 Before You File a Complaint

Where safe and reasonable to do so, we encourage you to first try resolving the issue directly with the business, owner, or professional involved → many issues are simple misunderstandings that get sorted out with a conversation. If that doesn't work, or isn't appropriate given the nature of the issue, move on to filing a complaint with us.

3 How to File a Complaint

4 Our Resolution Process

5 Possible Outcomes

Depending on the findings, an outcome may include no action if the complaint is unsubstantiated, a formal warning and required corrections, suspension of listings pending further review, or permanent revocation of verified status as described in our Verification Policy. For billing or service complaints about AgileSoko, an outcome may include a correction, an apology, or a refund per our Refund Policy where applicable.

6 Timelines

Most complaints are reviewed within 24 to 72 hours of being filed. Complaints requiring deeper investigation, document verification, or contact with a third party may take longer → we'll keep you updated if that's the case. Urgent or safety related issues are prioritized and should be raised by phone or WhatsApp in addition to filing a report.

7 Escalation & Appeals

If you're not satisfied with the outcome of your complaint, you can request that it be escalated for a second review by replying to our resolution email with your reference number and the reason you believe the decision should be reconsidered. A participant whose verified status was suspended or revoked as a result of a complaint may also file an appeal per our Verification Policy. Escalation and appeals are considered case by case and do not guarantee a different outcome.

8 Complaints About AgileSoko Itself

If your complaint is about AgileSoko's own service → a billing error, a verification decision you disagree with, a technical issue, or how your data was handled → use our Contact form and select the relevant subject. These are reviewed by our team directly rather than the verification investigation process described above, though the same reference number and timeline principles apply.

9 What We Don't Do

10 Policy Updates

We may update this Complaint Resolution process as our verification and support operations evolve. Material changes will be noted on this page.

11 Contact Us

AgileSoko Verification Team
A product of AgileWeb Custom Systems Innovations Ltd.
Kangundo Road, Nairobi, Kenya
Phone: +254 116 446 046
Email: listing@agilewebinnovations.co.ke