Refund and Cancellation Policy

1. General Principle

All refund and cancellation requests are subject to transaction status, seller fulfilment stage, payment confirmation records, buyer protection eligibility, and SafeBuyAfrica review findings.

SafeBuyAfrica reserves the right to investigate all requests before approving any refund, cancellation, or reversal.

2. Eligible Order Cancellation Before Seller Fulfilment

A buyer may request cancellation where:

• payment has been made,
• seller has not commenced fulfilment,
• no dispatch or delivery activity has been initiated.

SafeBuyAfrica may approve cancellation in such cases subject to transaction verification. Applicable payment processing deductions or administrative charges may apply where permitted.

3. Seller Non-Fulfilment Cancellation

Where a seller fails to commence or complete fulfilment within the required timeframe, SafeBuyAfrica may:

• cancel the order,
• reverse the protected transaction,
• initiate refund review in favour of the buyer.

SafeBuyAfrica reserves the right to sanction sellers responsible for repeated fulfilment failures.

4. Buyer Protection Refund Eligibility

Refund review may be considered where:

• verified non-delivery occurs,
• seller defaults after confirmed payment,
• materially different item is delivered,
• seller is found in substantial breach of listing accuracy,
• SafeBuyAfrica determines a protected transaction failure.

All such requests remain subject to evidence review under SafeBuyAfrica Buyer Protection procedures.

5. Failed Payment or Duplicate Payment Refunds

Where a buyer experiences:

• duplicate debit,
• payment captured without order activation,
• failed checkout but successful debit,

SafeBuyAfrica may investigate with payment partners and process an eligible refund after confirmation. Processing timelines may depend on banking channels and payment processor reversals.

6. Non-Refundable Situations

Refunds may be denied in situations including but not limited to:

• buyer changes mind after seller fulfilment,
• buyer dissatisfaction without material product mismatch,
• buyer failure to submit complaint within review window,
• complaint unsupported by evidence,
• buyer misuse or damage after acceptance,
• transactions conducted outside SafeBuyAfrica checkout,
• abuse or manipulation of refund systems.

7. Orders Already Under Active Dispatch or Delivery

Where seller fulfilment has already materially commenced, SafeBuyAfrica may place the order under review rather than immediate cancellation. Outcome shall depend on:

• seller progress,
• buyer reason for cancellation,
• logistics stage,
• transaction fairness review.

SafeBuyAfrica may decline cancellation where fulfilment obligations are substantially underway.

8. Partial Refunds or Adjusted Resolutions

In certain circumstances, SafeBuyAfrica may determine that:

• partial refund,
• partial compensation,
• adjusted transaction resolution,
• negotiated replacement,

is more appropriate than full refund depending on evidence and transaction facts.

9. Refund Review Procedure

To request a refund, buyers must submit a request through official SafeBuyAfrica support or dispute channels. SafeBuyAfrica may require:

• order reference,
• payment reference,
• explanation of complaint,
• evidence uploads,
• delivery records,
• communication history.

Refund requests may be rejected where required information is incomplete.

10. Refund Processing Timelines

Approved refunds may be processed through the original payment method or other SafeBuyAfrica-approved reversal channels. Actual credit timelines may vary depending on:

• card processors,
• bank transfer networks,
• payment gateway partners,
• banking settlement schedules.

SafeBuyAfrica shall not be liable for processor-side banking delays beyond its operational control.

11. Administrative and Processing Deductions

Where legally permissible and operationally applicable, SafeBuyAfrica may deduct:

• non-recoverable gateway charges,
• payment processing costs,
• verification costs,
• other disclosed administrative deductions,

from certain cancellation or refund transactions. Any such deductions shall be reasonably applied in accordance with Platform policy.

12. Seller Rights in Refund Reviews

Refund requests involving active seller fulfilment or product complaints may be presented to the seller for response. Sellers may submit:

• dispatch proof,
• delivery evidence,
• communication records,
• rebuttal statements,
• product conformity evidence.

SafeBuyAfrica reserves the right to consider both sides before issuing a final determination.

13. Fraudulent Refund Requests

SafeBuyAfrica strictly prohibits:

• false debit claims,
• dishonest non-delivery reports,
• fabricated complaint evidence,
• repeated refund manipulation.

Fraudulent refund activity may result in account restriction, payment blacklisting, or permanent suspension.

14. SafeBuyAfrica Final Determination

All refunds, reversals, cancellations, and transaction adjustment requests are subject to SafeBuyAfrica's internal review and final marketplace determination.

SafeBuyAfrica reserves sole discretion to approve, deny, partially approve, or conditionally resolve refund-related matters based on available evidence and policy standards.

15. Policy Amendments

SafeBuyAfrica reserves the right to revise this Refund and Cancellation Policy at any time. Updated versions become effective upon publication on the Platform.

16. Contact Support

Refund-related assistance may be requested through SafeBuyAfrica customer support and dispute resolution channels.