Refund Policy
At Markety Africa, customer trust is central to everything we do. Because our platform connects buyers with real market shopping agents, we understand that occasional issues can happen during the ordering process. When they do, our refund process is designed to be fair, transparent, and easy to understand.
This policy explains when a refund may be approved and how long the process typically takes.
Refund Eligible Cases
Refunds may be considered when a service issue directly affects the quality or accuracy of your order. To protect both buyers and agents, each request is reviewed before approval.
Wrong Item Delivered
If you receive a product that is different from the item you ordered, you may qualify for a refund or replacement.
Examples include:
- Incorrect brand
- Wrong product type
- Wrong quantity
- Wrong size or variation
Customers should report the issue as soon as possible after delivery.
Missing Item
If one or more items paid for are missing from your completed order, a refund may be issued for the missing products after verification.
Examples include:
- Missing grocery items
- Incomplete packaged orders
- Missing quantities from bulk orders
Supporting photos may be requested to speed up verification.
Damaged Product
Refunds may be approved when products arrive damaged due to handling or transport.
Examples include:
- Broken packaging
- Spoiled produce
- Crushed goods
- Leaking items
- Torn or unusable products
Customers should report damaged items shortly after delivery with clear evidence where possible.
Late Beyond SLA
If an order arrives significantly later than the promised service window without valid operational reasons, a partial or full refund may be considered.
This may apply when:
- Same-day orders miss the delivery window
- Express orders arrive excessively late
- Delays affect product freshness or usability
Delays caused by severe weather, road closures, or customer unavailability may not qualify.
Duplicate Payment
If a customer is charged more than once for the same transaction, the duplicate payment amount will be refunded after confirmation.
This may happen because of:
- Payment gateway errors
- Network interruptions
- Repeated payment attempts
- Processing delays
Our team investigates all duplicate payment reports promptly.
Refund Timeline
We aim to resolve refund requests quickly while ensuring every case is properly reviewed.
1. Request Submitted
The customer submits a refund request through:
- The app
- Customer support
- Email support
- Order help center
Important order details should be included to help speed up processing.
2. Review Within 24 Hours
Our support team reviews the request within 24 hours by checking:
- Order records
- Agent reports
- Delivery confirmation
- Payment history
- Submitted evidence
Additional information may be requested if needed.
3. Refund in 3–5 Business Days
Once approved, refunds are processed within:
3 to 5 business days
Refunds are returned to the original payment method whenever possible.
Depending on the payment provider, processing times may vary slightly.
Non-Refundable Situations
Refunds may not be approved when:
- Incorrect addresses were provided
- Customers fail to respond to substitutions
- Items were accepted without complaint and later disputed unreasonably
- Delays were caused by customer unavailability
- Product quality matched market standards at time of purchase
Each case is reviewed individually to ensure fairness.
Our Commitment
Our goal is to make every transaction on Markety safe and dependable.
When problems occur, we work to resolve them quickly because customer confidence remains one of the most important parts of the marketplace experience.