Buyer Protection Policy

1. Purpose of Buyer Protection

SafeBuyAfrica Buyer Protection exists to reduce the risks commonly associated with direct online transactions between unknown buyers and sellers.

Under this system, SafeBuyAfrica monitors:

• payment confirmation,
• seller fulfilment activity,
• buyer review period,
• dispute submissions,
• seller settlement timing,
• transaction compliance events.

Buyer Protection applies only to transactions completed entirely through SafeBuyAfrica-approved payment and order channels.

2. Eligible Transactions

Buyer Protection applies only where:

1. the order was placed through an official SafeBuyAfrica account;
2. payment was completed through SafeBuyAfrica protected checkout;
3. buyer delivery details were properly submitted;
4. transaction records remain traceable within the Platform;
5. no direct off-platform settlement or side payment occurred.

Transactions completed outside SafeBuyAfrica checkout or through unauthorized payment arrangements are excluded from Buyer Protection.

3. Buyer Protection Coverage

Subject to review, Buyer Protection may apply in cases of:

• verified non-delivery,
• materially different item from listing description,
• seller refusal to fulfil after payment confirmation,
• confirmed seller default,
• verified fraudulent seller conduct,
• certain transaction failures recognized by SafeBuyAfrica.

SafeBuyAfrica reserves the right to determine whether a complaint qualifies as a material transaction issue.

4. Non-Covered Situations

Buyer Protection may not apply in circumstances including but not limited to:

• buyer change of mind after order fulfilment,
• minor dissatisfaction not amounting to material mismatch,
• damage caused after buyer acceptance,
• buyer failure to inspect item within review period,
• inaccurate delivery information supplied by buyer,
• unauthorized direct dealings between buyer and seller,
• complaints unsupported by reasonable evidence.

5. Buyer Review Period

Each eligible order is assigned a buyer review/protection period displayed within the transaction dashboard.

During this period, buyers are expected to:

• inspect the item,
• verify product accuracy,
• confirm delivery satisfaction, or
• submit a dispute if a material issue exists.

Where no dispute is raised within the applicable review period, the transaction may proceed toward seller settlement clearance.

6. How to File a Buyer Protection Claim

A buyer seeking review must submit a dispute through the official SafeBuyAfrica order dashboard within the buyer review period.

The buyer may be required to provide:

• photos,
• videos,
• delivery proof,
• communication records,
• written explanation,
• any additional supporting evidence requested.

Incomplete, abusive, or unsupported claims may be rejected.

7. SafeBuyAfrica Review Process

Upon receipt of a valid complaint, SafeBuyAfrica may:

1. pause seller settlement processing;
2. notify the seller;
3. request supporting evidence from both parties;
4. evaluate transaction records and communications;
5. issue a determination based on available information.

SafeBuyAfrica reserves sole discretion to assess credibility, materiality, and policy compliance in reviewing complaints.

8. Possible Buyer Protection Outcomes

Depending on review findings, SafeBuyAfrica may determine any of the following:

• buyer refund approval,
• seller settlement approval,
• partial adjustment,
• replacement recommendation,
• account sanction,
• transaction cancellation,
• complaint dismissal.

SafeBuyAfrica's internal determination shall be final for marketplace administration purposes.

9. Refund Conditions

Refunds are not automatic merely because a complaint is submitted.

Refunds may be approved only where SafeBuyAfrica determines that:

• the complaint is materially valid,
• sufficient supporting evidence exists,
• buyer has complied with reporting obligations,
• no abuse of the system is detected.

Refund timelines may depend on payment channel, banking timelines, and payment partner procedures.

10. Buyer Responsibilities Under Protection Coverage

To benefit from Buyer Protection, buyers must:

• transact only through SafeBuyAfrica checkout,
• provide accurate delivery details,
• monitor order progress,
• inspect products reasonably,
• submit truthful claims,
• cooperate with evidence requests.

False complaints, manipulation attempts, or repeated policy abuse may result in buyer sanctions.

11. Seller Response Rights

Buyer Protection does not eliminate seller response rights.

Sellers may submit:

• fulfilment evidence,
• delivery proof,
• communication logs,
• product compliance evidence,
• rebuttal statements.

SafeBuyAfrica shall review both buyer and seller submissions before issuing a determination.

12. Limitations of Buyer Protection

Buyer Protection is a marketplace review mechanism and does not constitute:

• insurance coverage,
• unconditional transaction guarantee,
• unlimited liability assumption by SafeBuyAfrica.

SafeBuyAfrica shall not be liable beyond the applicable reviewed transaction value subject to Platform policy and evidence.

13. Abuse of Buyer Protection

SafeBuy reserves the right to investigate and sanction:

• false non-delivery claims,
• fabricated evidence,
• malicious complaints,
• repeated refund abuse,
• buyer coercion attempts.

Users found abusing Buyer Protection may face warning, restriction, suspension, or permanent ban.

14. Policy Changes

SafeBuy reserves the right to revise this Buyer Protection Policy at any time.

Updated versions become effective upon publication. Continued use of SafeBuy constitutes acceptance of revised Buyer Protection terms.

15. Contact and Claim Assistance

Buyers may access Buyer Protection support through the SafeBuyAfrica dispute centre and official support channels.