Complaints, Disputes & Reporting Policy
Tell us what happened. During V0 a real person reads every report.
1. How to report
Use "Report a problem" on the relevant listing, or email reporting@fylo.co.za, with as much detail and evidence as you can.
2. What we can help with
Item materially different from listing; undisclosed defects; suspected counterfeit or stolen items; no-shows; suspected fake payment evidence; harassment or unsafe behaviour; suspected fraud; incomplete/incorrect items; and intellectual-property complaints about a listing (including unauthorised use of someone else's photographs or a trademark/counterfeit concern).
3. Intellectual-property complaints specifically
If you believe a Fylo listing infringes your copyright, trademark, or other IP rights (for example, it uses your photographs without permission, or appears to sell counterfeit versions of your product), email reporting@fylo.co.za with: a description of the right you hold, the listing in question, why you believe it infringes, and your contact details. Fylo currently does not benefit from a statutory hosting "safe harbour" under the Electronic Communications and Transactions Act, because that protection is only available to members of a Ministerially-recognised industry representative body, which Fylo is not. Instead, Fylo operates its own voluntary rapid-review process: we aim to review credible IP complaints promptly and may pause or remove a listing pending review, without needing to rely on any statutory procedure to do so.
4. What Fylo will do
Review available evidence, contact the users involved, pause or remove listings, decline to process further submissions/reservations linked to a person's details, record the incident, and cooperate with law enforcement where legally appropriate.
5. What Fylo cannot promise
Because payment happens directly between users, we generally cannot reverse a completed payment or force a refund and cannot guarantee recovery of an item or money. We'll still help document and work through the situation where we reasonably can.
6. Suspected criminal behaviour
Also report to SAPS if you believe a crime occurred. Fylo will cooperate with law enforcement where legally appropriate.
7. Escalation
Reply to our response, or email reporting@fylo.co.za with "Escalation" in the subject line, if unsatisfied with how a report was handled.