Refund Policy

1. Overview

Afomo operates as a marketplace connecting buyers and sellers. Refund outcomes depend on order status, payment method, evidence provided, and dispute review where applicable.

For supported payment flows, seller settlement is released after delivery confirmation or applicable completion conditions. If an order is rejected or resolved in buyer favor, refund processing is triggered based on payment method and case outcome.

2. When a Buyer May Be Eligible for Refund

A buyer may be eligible for full or partial refund where there is valid evidence of issues such as:

1. Item not received.
2. Wrong item received.
3. Item materially not as described.
4. Confirmed payment issue tied to the order.
5. Other legitimate order defects approved through dispute review.

3. Non-Refundable Cases

A refund may be denied where:

1. The order was delivered as described and accepted.
2. Claim evidence is insufficient, false, or misleading.
3. The buyer violated platform rules or used abusive dispute behavior.
4. The request falls outside permitted timelines or policy scope.

4. Refund Triggers and Order Outcomes

A. Order Rejection by Buyer

If an order in shippable flow is rejected according to platform rules, refund handling is initiated per payment method and stock/order records are updated accordingly.

B. Dispute Resolution Outcome

If a dispute is resolved in favor of buyer refund (full or partial), the approved refund amount is processed according to payment method.

C. Failed/Cancelled Payment

If payment fails before completion, the order may be cancelled and no seller settlement is released.

5. Refund Method by Payment Type

Refunds are processed based on the original payment method and operational availability:

1. Afomo Wallet payments: Refund is credited to buyer wallet.
2. Gateway payments (Paystack/OPay): Refund is attempted through gateway APIs where supported.
3. If gateway refund cannot be completed automatically, fallback handling may credit buyer wallet subject to internal controls and verification.
4. Pay on Delivery and direct transfer scenarios are handled according to order/dispute resolution findings and evidence.

6. Refund Timeline

Refund timing depends on payment method and banking/gateway processing windows.

Typical processing expectations:

1. Wallet credit refunds: Usually faster after approval.
2. Gateway/card/mobile-money refunds: Subject to gateway and issuer timelines.
3. Complex disputes: May require additional review time.

Estimated timelines are not guaranteed and may vary due to third-party processing.

7. How to Request a Refund

Buyers should use in-platform order/dispute channels to request review:

1. Open the relevant order.
2. Raise the issue with clear reason.
3. Upload supporting evidence (photos, delivery records, chat context, etc.).
4. Cooperate with follow-up questions during resolution.

Incomplete or inaccurate submissions may delay or deny refund review.

8. Dispute and Resolution Process

Afomo provides dispute workflows where:

1. Buyer raises dispute.
2. Seller responds.
3. If unresolved, case can be escalated for review.
4. Resolution may include full refund, partial refund, replacement, return-item handling, or release to seller based on evidence and policy.

9. Abuse Prevention

To protect all users, Afomo may investigate suspicious refund behavior, including repeated false claims, collusion, or attempts to exploit the dispute process.

Where abuse is detected, we may limit account privileges, deny claims, reverse improper credits where legally permitted, suspend accounts, and report serious cases to relevant authorities.

10. Seller Obligations During Refund Cases

Sellers must:

1. Respond promptly to disputes.
2. Provide requested evidence.
3. Comply with final resolution decisions under platform policy.

Failure to cooperate may impact account standing and settlement timing.

11. Policy Changes

We may revise this Refund Policy from time to time to reflect product updates, payment partner requirements, legal obligations, and risk controls. Continued use of Afomo after updates constitutes acceptance of the revised version.

12. Contact

For refund or dispute support:

• Support: support@afomo.ng
• Compliance: compliance@afomo.ng
• Website: https://afomo.ng

If local law provides non-waivable consumer rights, those rights remain in effect.