1. Scope of the Policy
This policy applies to orders placed, trade contracts formed, and wallet activity performed on the Apotoe Trading platform.
2. Marketplace Orders
Refund eligibility depends on the order status, the commodity, and the fulfilment stage at the time a refund is requested.
3. Order Cancellation
Orders that have not yet been confirmed by the supplier or warehouse may be cancelled by the buyer at no charge.
4. Confirmed Orders
Once confirmed, cancellation may attract charges to cover reserved stock, handling, or preparatory logistics costs.
5. Trade Contracts
Signed trade contracts are binding commitments between the parties. Cancellation terms depend on the contract and may include costs already incurred.
6. Commodity Production or Fulfilment Commitments
Where a supplier has begun production, packaging, or preparation of the commodity, associated costs may be non-refundable.
7. Warehouse and Logistics Costs
Warehousing, handling, and delivery costs already incurred are typically non-refundable.
8. Completed Trades
Completed trades are generally not eligible for refund except in cases of provable non-delivery, incorrect commodity, or documented defect raised through the disputes process.
9. Duplicate Payments
Verified duplicate payments will be refunded to the original payment source or credited to your Platform wallet.
10. Incorrect Payments
Payments made in error may be recoverable subject to verification and cooperation from the receiving party.
11. Failed Transactions
Where a transaction fails but funds have been deducted, we work with the underlying payment provider to reverse the charge.
12. Cash-In Requests
Approved cash-in credits are applied to the requesting wallet. Rejected cash-ins release the underlying funds according to the payment channel used.
13. Cash-Out Requests
Cash-out requests are reviewed against wallet balance, compliance, and payout channel availability before processing.
14. Disputed Transactions
Disputes are reviewed against Platform records and evidence supplied by both parties before a decision is made.
15. Refund Review Process
Refund requests are logged, reviewed, and updated with the outcome. Requests may be denied where insufficient evidence is provided or where the request falls outside this policy.
16. Evidence and Documentation
Users may be asked to provide identification, transaction references, communications, photographs, or delivery records to support a refund request.
17. Refund Processing
Approved refunds are returned to the original payment source where possible, or credited to the user's Platform wallet.
18. Processing Time
Processing time varies depending on the transaction type, payment provider, warehouse, supplier, and dispute investigation. We aim to communicate expected timelines during the review.
19. Non-Refundable Charges
Certain charges are non-refundable where legally and operationally appropriate, including work already performed by suppliers, warehouses, and representatives.
20. Abuse of Refund Requests
Repeated, fraudulent, or bad-faith refund requests may result in account restrictions.
21. Contact Information
To raise a refund or cancellation request, contact partners@apotoe.com or call +233 54 391 9776.