🛒 NexAfric Refund & Returns Policy

At NexAfric, we connect buyers directly with trusted local vendors/service providers across Africa. Each vendor manages their own prices, delivery methods, and return terms. This policy explains how refunds and returns are handled on our marketplace.

🔁 1. Vendors / Service Providers Responsibility for Returns

All returns and refunds must be handled directly by the vendor or service provider who sold the product or delivered the service.

If you wish to return an item or request a refund:

1. Go to My Orders → Request Return or Refund.

2. Your message will be sent to the vendor first for review.

3. The vendor has 72 hours to respond and resolve the issue.

If the vendor fails to respond or resolve the problem, NexAfric Support will step in to assist both sides and decide on the next step.

💵 2. Refund Eligibility

Refunds are only accepted if one of the following applies:

• The product or service was not delivered after confirmed payment.

• The product is damaged, expired, or not as described.

• The service provider did not complete the agreed service.

Some categories such as food, hygiene products, or personalized services — are non-refundable unless clearly defective or undelivered.

🧾 3. Refund Process

Once a refund is approved by the vendor/service provider or NexAfric:

• Refunds will be issued using the same payment method used for purchase, for example, Mobile Money, Bank Transfer, or NexAfric Wallet.

• Refunds usually take 3–5 business days to appear depending on your payment provider.

⏱️ 4. Automatic Payment Protection

All vendor/service provider payments are held safely by NexAfric until:

• The order is marked as delivered, or

• The buyer confirms delivery.

Only then is payment automatically released during the weekly payout cycle (every Friday).

If a refund request is open, payment is put on hold until the issue is resolved.

⚖️ 5. Disputes and Escalations

If you and the vendor/service provider cannot reach an agreement:

• NexAfric’s Support Team will review the order, delivery evidence, and communication records.

• Our final decision will be based on proof of delivery, product condition, and platform rules.

NexAfric’s role is to protect both buyers and sellers/service providers and to ensure fairness for all parties.

🚫 6. Non-Refundable Items

The following are generally non-refundable unless defective or undelivered:

• Fresh foods or beverages

• Charcoal, firewood, and gas refills

• Medical or hygiene products

• Services that have already been started or completed

💬 7. Need Help?

If you believe your vendor/service provider is not responding or acting fairly, contact:

📩 support@nexafric.com

Please include:

• Order number

• Vendor/Service provider name

• Reason for refund

• Photos (if applicable)

Our team will review and get back to you within 48 hours.