Dispute and refund policy

• The seller declines your order, or does not accept it within 1 day.
• You cancel before the seller accepts.
• You cancel after the seller accepts, because the item was not sent 2 days after the seller’s stated delivery or pickup time.
• Your payment arrived after your checkout expired and the item had sold out in the meantime.

In each case the full amount for that seller’s part is refunded, delivery fee included.

Open a dispute from your order page once the seller has sent the item, and until 2 days after the handover. Reasons: not received, not as described, damaged, wrong item, counterfeit, or other. Describe the problem and add up to 5 photos.

Opening a dispute stops the release of the money for that part of the order.

The seller has 2 days to answer, with their account and photos. They can offer you a full or partial refund, which you can accept.

If you do not agree, an ADDPlus+ admin decides: release the money to the seller, refund you in full, or refund part of it. A refund may require you to return the item, and the decision says how the return happens. Both of you see the decision and its written reason.

A dispute decided against the seller counts in the “disputes upheld” figure on their store page.

Refunds go to the M-Pesa number that paid. Today ADDPlus+ sends each refund by hand and records it; you get an email with the M-Pesa or bank reference, and your order page shows it.

Your rights under the Consumer Protection Act, 2012, including sections 31 to 33 on internet agreements, still apply. [Advocate: confirm this policy against the Act.]