Dispute Resolution Policy

Most concerns can be resolved quickly through InnovoCars' Customer Support team. Buyers should submit a written complaint via the Platform, email, or in person at an InnovoCars facility.

InnovoCars will acknowledge receipt within 2 business days and provide a substantive response within 5 business days.

If the matter is not resolved to the buyer's satisfaction, it may be escalated in writing to the InnovoCars Legal Affairs Department (legal@innovocars.com), which will review the complaint and respond within 10 business days with a proposed resolution.

If direct escalation does not resolve the dispute, either party may propose mediation through an accredited alternative dispute resolution (ADR) body operating in Ghana, in line with the Alternative Dispute Resolution Act, 2010 (Act 798).

The parties will share mediation costs equally unless otherwise agreed.

Where mediation fails or is declined, either party may refer the dispute to binding arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798), seated in Accra, Ghana, before a single arbitrator agreed by the parties or, failing agreement, appointed by the applicable arbitral institution.

The arbitration shall be conducted in English, and the arbitrator's award shall be final and binding on both parties, subject only to the limited grounds for challenge available under Ghanaian law.

Nothing in this Policy prevents either party from seeking urgent injunctive or interim relief from a competent Ghanaian court where necessary to prevent immediate harm.

Subject to that, and to any mandatory consumer-protection rights that cannot be waived, the courts of the Republic of Ghana shall have jurisdiction over any dispute not resolved through Steps 1–4.

Buyers are encouraged to raise disputes as promptly as possible, and in any event within the timeframes referenced elsewhere in this Handbook (e.g., the 48-hour post-delivery reporting window).

Nothing in this Dispute Resolution Policy limits any statutory right or remedy available to a buyer under Ghanaian consumer protection law that cannot lawfully be excluded or curtailed by agreement.

This Policy, and every other policy in this Handbook, is governed by the laws of the Republic of Ghana.