Refund & Dispute Policy
Last Updated: 15 October 2026
Live escrow and escrow refunds are unavailable until a provider is configured and tested. The escrow-related process and timelines below are draft operational information pending legal and provider review, not a current money-back guarantee. This does not limit applicable statutory rights.
1. Overview
1.1 This policy governs refunds and dispute resolution for Trade Orders placed through the Madeinafrica.io Platform.
1.2 The Platform encourages Buyers and Suppliers to resolve disputes amicably through direct communication before escalating to the Platform's mediation team.
2. Refund Eligibility
2.1 Full Refund:
- Goods not shipped within the agreed delivery timeline
- Goods lost in transit (if Supplier is responsible under the agreed Incoterm)
- Goods that are fundamentally different from the agreed specifications
- Counterfeit or fraudulent goods
2.2 Partial Refund:
- Quantity shortfall (refund proportional to the missing quantity)
- Minor quality defects that do not render the goods unusable
- Late delivery that causes demonstrable financial loss to the Buyer
2.3 No Refund:
- Buyer's change of mind or market price fluctuations
- Damage caused by the Buyer after receipt
- Delays caused by customs, force majeure, or the Buyer's failure to provide import documentation
- Transactions conducted outside the Platform's Escrow system
- Products clearly described as "as-is" or "seconds" in the listing
3. Dispute Process
3.1 Step 1 — Raise Dispute: Buyer or Supplier raises a dispute through the Platform within 7 business days of delivery (or within the agreed inspection period).
3.2 Step 2 — Evidence Submission: Both parties submit evidence within 5 business days. Acceptable evidence includes:
- Photos and videos of the received goods
- Inspection reports from independent third parties
- Chat logs and email correspondence
- Shipping documents (bill of lading, packing list, commercial invoice)
- Product specifications and samples
3.3 Step 3 — Mediation: The Platform's mediation team reviews the evidence and proposes a resolution within 10 business days.
3.4 Step 4 — Resolution: The parties may agree a resolution directly. The Platform does not hold or release escrow funds; any payment or refund must be handled through the actual payment provider or parties’ agreed arrangements.
3.5 Step 5 — Escalation: If either party rejects the resolution, the dispute is escalated to senior mediation or external arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA).
4. Timelines
| Stage | Timeframe |
|---|---|
| Dispute must be raised | Within 7 business days of delivery |
| Evidence submission | Within 5 business days of dispute |
| Mediation decision | Within 10 business days of evidence |
| Escalation request | Within 5 business days of mediation decision |
| Arbitration | Per AFSA rules (typically 30–60 days) |
5. Refund Processing
5.1 Approved refunds are processed within 5–10 business days to the Buyer's original payment method.
5.2 Currency conversion differences between the original payment and the refund are the responsibility of the Buyer (the Platform refunds the USD amount; the Buyer's bank applies the current exchange rate).
5.3 Escrow service fees and payment gateway fees are non-refundable unless the dispute is resolved entirely in the Buyer's favour due to Supplier fraud.