Draft — under legal review. This document may still change before NairaBio launches.
Buyer refund policy
What to do if an order goes wrong, when you get your money back, and how cancellations, no-shows and rescheduling work for bookings.
In short
- Got your order and it’s fine? Tap I got it.
- Something wrong? Report it from your order page within 3 days of delivery. The seller has 48 hours to reply.
- If the seller doesn’t accept your order within 24 hours, it’s cancelled and you’re refunded automatically.
- Card payments are refunded to your card. Bank transfers are refunded to a bank account you give us.
- Refunds are paid by the seller. NairaBio doesn’t sell the items, but we step in when you and the seller can’t agree.
This policy is part of the Terms of Service. It doesn’t take away your rights under Nigerian consumer law.
1. Refunds that happen automatically
- Order not accepted in 24 hours: cancelled, full refund.
- Seller cancels your order (they can until it’s on its way): full refund.
- Seller cancels your booking: everything you paid is refunded.
2. Reporting a problem with an order
Open your order (from your WhatsApp receipt, the shop page on the phone you ordered with, or Find my order) and tap Report a problem.
- When: within 3 days after the order is marked delivered. If it hasn’t arrived and we’ve asked you “Did you get it?”, you can report it within 7 days of that message.
- What qualifies: items missing, the wrong item, damaged, never arrived, not as described, a broken digital file, or another real problem with the order.
- What you ask for: a full refund, part of your money back, or a replacement.
- Help us help you: describe what happened and add up to 4 photos.
- Doesn’t qualify: changing your mind about an item that is as described, or problems you caused after delivery. Some sellers may still agree to a return; that’s up to them.
While a report is open, the seller can’t be paid for that order.
3. What happens next
| If the seller… | Then… |
|---|---|
| Agrees to refund | You get the amount you asked for |
| Offers a replacement | You tell us whether it arrived and fixed the problem. If it didn’t, NairaBio reviews it. If you don’t answer within 7 days, the report closes |
| Disagrees | NairaBio’s team reviews both sides, photos and evidence, and decides whether a refund is due and how much |
| Doesn’t reply within 48 hours | You get the refund you asked for |
We keep you posted on WhatsApp. NairaBio’s decision settles the report on NairaBio, but it doesn’t stop you using any other legal remedy against the seller.
4. How you get your money back
- Paid by card: refunded to the same card. Your bank usually shows it within [CARD REFUND TIME: e.g. 5–10 working days — confirm with Bachs].
- Paid by bank transfer: we can’t send money back to a one-time account, so we ask for your bank account on the report form or on your order page. We check the name on the account before sending. The refund is usually in your account within [TRANSFER REFUND TIME: e.g. 1 working day — confirm with Bachs] of being sent.
- Give an account in your own name. If the bank rejects it, we’ll ask you for another one.
- You get back what you paid (or the part agreed). The seller pays any refund transfer fee, not you.
If the seller doesn’t have the money yet
Refunds come from the seller’s money held with us first. If that isn’t enough, the refund is taken from the seller’s next sales, and their payouts stop until you’re paid. If it’s still unpaid after 14 days, the seller’s shop is paused until they pay. We’ll keep you posted, but we can’t promise a date for a refund the seller owes. [LAWYER: confirm buyer-protection wording for owed refunds]
For orders NairaBio collected payment for while the seller’s ID was being checked, NairaBio pays the refund from the money it holds for that seller.
5. Digital files
Digital files can’t be returned, so they’re refunded only if the file is broken (it won’t download or open) or isn’t what was described. Report it within 3 days of buying, from your order’s download page.
Your files are on a private download page linked from your receipt and sent to your WhatsApp. Each file can be downloaded a limited number of times (shown on the page) and the link is personal to you. Once an order is cancelled or refunded in full, its files can no longer be downloaded.
6. Bookings: deposits, cancelling, no-shows and rescheduling
Each seller’s rules are shown on the booking page before you pay. In short:
| What happens | Your money |
|---|---|
| The seller cancels | Everything you paid is refunded |
| You cancel more than 48 hours before | Your deposit (and any balance you paid online) is refunded |
| You cancel within 48 hours | The seller keeps the deposit. Any balance you paid online is refunded |
| You don’t show up | The seller keeps what the booking page said: either the deposit only (any balance paid online is refunded) or everything you paid |
| You reschedule in time | Free, until the seller’s reschedule window (usually 48 hours; 24 or 72 hours for some sellers) before your slot. After that, only if the seller offers you a new time |
- You can cancel or reschedule from your booking page. If you paid by bank transfer, we’ll ask for your bank account for any refund.
- The balance is paid on the day through the link we send you, or in cash to the seller. NairaBio can only refund money paid through NairaBio.
- For other problems with a booked service, contact the seller first. If you can’t sort it out, write to us at [SUPPORT EMAIL: support@nairabio.com — confirm] within 3 days of your booking.
7. Payment links
A payment made through a seller’s payment link is treated as an order: the same 24-hour acceptance, 3-day reporting window and refund rules apply. If a link looks like a scam, tap Report this link on the payment page and don’t pay.
8. Card disputes with your bank
Please report a problem to us first: it’s usually faster. You can still ask your bank to reverse a card payment, but if you do, the bank’s process replaces ours, and you can’t also get a refund through NairaBio for the same payment.
9. Need help?
Write to [SUPPORT EMAIL: support@nairabio.com — confirm] with your order code (it starts with NB-) or booking code (BK-).