Auto Car Finder Complaints & Dispute Resolution Policy
This Policy explains how users can raise complaints with Auto Car Finder and how we handle complaints relating to listings, dealer conduct, moderation decisions, advertising content, duplicate listings, billing issues, and other platform-related disputes.
1. Purpose
Auto Car Finder aims to deal with complaints fairly, reasonably, and in a practical manner. This Policy helps users understand what kinds of complaints we can review, how to raise them, and how we generally approach dispute resolution.
2. What complaints we handle
We may review complaints relating to issues such as:
- duplicate listings or suspicious listings;
- fraud indicators or misleading vehicle adverts;
- advertising or listing content that breaches our rules;
- dealer profile issues or platform misuse;
- billing, package, subscription, or paid feature disputes;
- moderation decisions, listing removals, or listing holds;
- copyright, image, or content ownership complaints;
- platform access issues or account-related complaints.
3. What complaints we do not decide
Auto Car Finder is a marketplace platform and is not a party to the underlying vehicle sale between buyer and seller. Because of that, we do not usually decide private contractual disputes between buyers and sellers, including:
- whether a vehicle purchase should go ahead;
- whether the vehicle was worth the price paid;
- mechanical disputes after purchase;
- private sale contract terms between parties;
- refund disputes between buyer and seller unless they relate directly to Auto Car Finder’s own paid services.
4. How to submit a complaint
Complaints should be submitted to Auto Car Finder in writing using the contact details below. Please include enough detail for us to identify the relevant account, listing, advert, transaction, or issue.
5. Information to include
Your complaint should include, where applicable:
- your full name and contact details;
- the dealership name, account name, or seller details involved;
- the listing URL, advert URL, or page link;
- a short description of the complaint;
- screenshots, invoices, proof of payment, or supporting documents;
- what outcome or resolution you are requesting.
6. Our complaint process
Once we receive a complaint, Auto Car Finder may:
- acknowledge receipt of the complaint;
- review the content, account, listing, or payment records involved;
- request additional information where needed;
- contact the relevant party for a response where appropriate;
- take moderation or administrative action if the complaint falls within our platform rules.
Not every complaint will lead to immediate removal, refund, or account action. Outcomes depend on the information available and the nature of the issue.
7. Response times
Auto Car Finder will try to review complaints within a reasonable time, but response times may vary depending on the complexity of the issue, the quality of information provided, and whether third-party clarification is needed.
Urgent safety, fraud, or impersonation issues may be prioritised where reasonably possible.
8. Platform moderation disputes
If your listing, advert, or account was limited, held, relabelled, rejected, or removed, you may contact us to request clarification or submit additional supporting information.
Auto Car Finder may review the matter again, but submitting a complaint does not guarantee reinstatement or reversal of a moderation decision.
9. Billing and payment complaints
If your complaint relates to billing, duplicate charges, paid packages, subscriptions, featured products, or advertising fees, please include your payment reference, invoice details, and a short explanation of the problem.
If we confirm a genuine billing error, we may issue a correction, refund, credit, or other suitable remedy in line with our Refund & Cancellation Policy.
10. Dealer and buyer disputes
Where a dispute exists between a buyer and a seller or dealer, Auto Car Finder may encourage the parties to engage directly and in good faith first. We may, where appropriate, review whether the listing or account conduct breached our rules, but we do not act as a court, arbitrator, escrow agent, or guaranteed dispute adjudicator for the transaction itself.
11. Escalation
If a complaint cannot be resolved at first review, Auto Car Finder may escalate the matter internally for further consideration where appropriate. We may also request additional documents, clarifications, or evidence before taking a final position.
12. Bad-faith complaints
Complaints must be made honestly and in good faith. Auto Car Finder may refuse to process complaints that are clearly abusive, knowingly false, malicious, or intended only to interfere unfairly with another user, dealer, or competitor.
13. Changes to this Policy
Auto Car Finder may update this Complaints & Dispute Resolution Policy from time to time. The latest version will be published on the website with the updated date shown above.
14. Contact details
Auto Car Finder (Pty) Ltd (2026/281296/07)
087-822-1096
130 St Georges Road, Observatory, Johannesburg
info@autocarfinder.co.za