This page summarises how refunds are handled across marketplace orders, wallet activity, and trade contracts on the Apotoe Trading platform (the "Platform"). Where this summary differs from the full Refund and Cancellation Policy, the full policy prevails.

Orders that have not been confirmed by the supplier or warehouse can be cancelled at no charge and any funds reserved from your wallet are released back to your available balance.

Once an order is confirmed, cancellation may attract charges for reserved stock, handling, or preparatory logistics. Any refundable balance is returned to the original payment source or the Platform wallet.

Signed trade contracts are binding. Cancellation before fulfilment may still be possible under the terms of the specific contract, but costs already incurred by suppliers, warehouses, or representatives may not be refundable.

Once a trade is completed and the commodity has been delivered and accepted, refunds are generally not available except through the disputes process for issues such as non-delivery, incorrect goods, or documented defects.

If you are charged twice for the same transaction, or a payment is credited incorrectly, the duplicate amount is refunded to your original payment source or credited to your Platform wallet once verified.

Where a transaction fails but funds are deducted, we work with the underlying payment provider to reverse the charge. Reversal times depend on the payment channel used.

Approved cash-out requests are paid to the payout channel you have registered. Rejected cash-outs release the reserved balance back to your available wallet balance.

Brokerage, handling, and delivery fees are generally non-refundable once the associated service has been performed by a warehouse, representative, or delivery partner.

Refund requests are raised from within the Platform against the relevant order, contract, or transaction. Include the reference, a clear reason, and any supporting evidence.

Depending on the request, we may ask for identification, transaction references, chat or email history, photos of goods received, delivery notes, or warehouse reports.

We aim to acknowledge refund requests within two business days and to communicate an outcome once all necessary information has been received. Complex disputes may take longer.

Approved refunds are returned to the original payment source where possible, or credited to your Platform wallet. Cash refunds are not available.

Refund requests may be rejected where there is insufficient evidence, the request is outside this policy, or the underlying issue has been resolved through the disputes process.

Repeated, fraudulent, or bad-faith refund requests may result in account restrictions, in line with our Terms of Service and Acceptable Use Policy.

To open, follow up, or escalate a refund request, contact partners@apotoe.com or call +233 54 391 9776.