Refund Policy

This Refund Policy explains when and how refunds are issued on the PeerAid platform. It forms part of our Terms of Service and should be read alongside them.

1. Overview

PeerAid is a peer-to-peer commerce network. Buyers pay sellers through via PeerAid mobile money gateway. PeerAid provides the infrastructure for orders, verification, and delivery, and mediates disputes. Refund eligibility depends on the type of product or service purchased.

2. Digital Products (Data Bundles and Airtime etc.)

Digital products are fulfilled automatically via integrated providers (Tsk, Dhb, Muviin etc.).

• •Successful delivery — once a digital product has been delivered to the specified phone number, the sale is final and non-refundable.
• •Failed delivery — if a provider rejects an order, the order enters the error or failed state and PeerAid staff will retry or issue a full refund to the original payment method.
• •Buyer error — refunds are not issued if the buyer provided an incorrect phone number or selected the wrong network. Buyers must verify their phone number at checkout.

3. Physical Products

Physical products are fulfilled by the product's submitter (supplier).

• •Buyer confirmation — upon delivery, the buyer must confirm receipt within the confirmation window. Once confirmed, the transaction is final and no refund is issued.
• •Dispute — if the buyer does not receive the product or receives an incorrect/damaged item, they may dispute the order before confirming. PeerAid staff will mediate.
• •Dispute resolution — PeerAid may resolve a dispute by refunding the buyer, cancelling the order, or facilitating a correction by the submitter. Refunds are paid via mobile money by PeerAid staff, and a reference number is recorded in the order.
• •Stalled orders — if a submitter fails to mark delivery within PeerAid's escalation window, the buyer may request a refund. PeerAid will investigate and process accordingly.

4. Subscriptions (Store Subscription)

• •Pending subscriptions — a subscription request may be cancelled by contacting PeerAid support before admin confirmation. Once confirmed, the subscription is active and non-refundable.
• •Active subscriptions — once confirmed, subscriptions are non-refundable. Users may cancel future renewals at any time; cancellation stops the subscription from renewing but does not refund the current term.
• •Wallet payments — subscriptions paid via the store wallet are debited at confirmation. Refunds are not issued for activated subscriptions.

5. Entry and Upgrade Packages

• •Non-refundable once approved — entry packages (Level 1) and upgrade packages (Levels 2-5) activate permanent changes to your account. Once admin-approved and the level change has occurred, they are non-refundable.
• •Pending requests — before admin approval, a user may submit a support request to cancel. Cancellation is at PeerAid's discretion.
• •Failed package deliveries — if the package includes a data bundle that fails to deliver, PeerAid will retry via an alternative provider or credit the equivalent value to your reward balance.

6. Reward Requests

• •Reward requests (drawn from the failed-reward balance) are submitted to admin for approval.
• •If a reward request is declined, the deducted balance is automatically restored to the original reward pool.
• •Once a reward request is approved and the package has been delivered, it is non-refundable.

7. Withdrawals

• •Wallet withdrawals to mobile money are processed manually by PeerAid staff.
• •If a withdrawal is declined, the amount is automatically restored to your wallet.
• •If a withdrawal is approved but the mobile money transfer fails at the network level, PeerAid staff will re-attempt or credit the equivalent back to your wallet upon contact.

8. How Refunds Are Processed

• •Refunds are processed to the original payment method where possible, or to the buyer's mobile money number on file.
• •Refunds are performed manually by PeerAid staff. Each refund is recorded against the order with a mobile money transaction reference for audit.
• •Typical processing time: 1-3 business days after PeerAid approves the refund.
• •PeerAid does not deduct additional fees for refunds.

9. Chargebacks and Payment Disputes

Because PeerAid operates on mobile money (not card), traditional chargebacks are not available. If a buyer disputes a payment with their mobile money provider, PeerAid may suspend the related order and account pending resolution.