1. General refund principle
UniDeal aims to treat refund requests fairly, transparently, and in line with applicable Nigerian consumer protection expectations. This policy does not remove any rights a user may have under applicable law. Refund outcomes depend on the payment type, order status, service status, seller conduct, buyer conduct, evidence submitted, and whether a paid service has already been delivered.
2. Protected marketplace orders
Where UniDeal provides protected checkout, a buyer may request review if an item is not delivered, is materially different from the approved listing, is cancelled before completion, or a seller fails to complete an agreed protected transaction. UniDeal may ask both buyer and seller for evidence before deciding whether to refund, release, hold, or partially resolve the payment.
Refunds may be declined where the buyer confirms completion, damages the item after delivery, changes their mind after a valid completed transaction, refuses reasonable pickup or delivery without good reason, or moves the transaction outside UniDeal’s approved process.
3. Wallet funding
If wallet funding is duplicated, failed, overpaid, or successfully debited without wallet credit, UniDeal will review the payment reference, gateway record, bank record, and user account. Verified duplicate or failed credits may be returned to the original funding source where possible or credited back into the user’s UniDeal wallet, depending on gateway capability and admin review.
4. Seller subscriptions and upgrades
Seller subscription fees and upgrades usually become active after verified payment. Once a seller plan has been activated and benefits such as listing limits, credits, discounts, or seller tools have become available, the subscription fee is generally not refundable except where required by law, the payment was duplicated, the subscription was not activated, or UniDeal is responsible for a technical error that prevents access to the paid benefit.
5. Product boosts and featured listings
Product boosts and featured listing packages are promotional services. If the service has already started running, the fee is generally not refundable except where the payment was duplicated, the service failed to activate because of a verified system error, or UniDeal rejects the service before delivery. If a listing is later removed because the seller violated marketplace rules, refund may be declined.
6. Paid adverts
Paid adverts may require admin approval before going live. If an advert is paid for but rejected before activation, UniDeal may refund the eligible amount to the user’s wallet or original payment route where possible, after deducting any lawful or gateway-related costs where applicable. If an advert is already active or has already received impressions, clicks, placement time, or delivery exposure, refund may be partial or declined depending on the circumstances.
7. Manual bank transfer payments
Manual bank transfer payments require admin verification where enabled. Users must provide accurate payment references or proof only where the platform requests it. A transfer that cannot be matched to a UniDeal account, order, wallet funding request, advert, boost, featured listing, or subscription may be delayed until the user provides enough information for review.
8. Automated gateway payments
For Paystack, Flutterwave, PocketFi, or any other automated gateway enabled on UniDeal, activation and refund review depend on successful verification from the gateway or bank. A visible payment attempt alone does not mean payment has been completed. UniDeal will not activate paid services or create admin approval tasks for ordinary automated payment attempts until the payment is verified or requires review.
9. Chargebacks and payment disputes
If a user opens a chargeback or external payment dispute after receiving goods, services, wallet value, advert delivery, or seller benefits, UniDeal may restrict the account, pause related services, reverse internal credits where permitted, request evidence, and cooperate with the payment processor or bank.
10. Refund destination and timing
Approved refunds may be issued to the original payment method, UniDeal wallet, or another approved route depending on gateway support, transaction type, and admin decision. Bank and gateway timelines are outside UniDeal’s full control, but UniDeal will update records once the refund action is processed.
11. How to request a refund
Users should submit refund or dispute requests through the relevant order page, wallet page, support page, or dashboard option. The request should include the payment reference, order or purchase reference, amount, date, explanation, and any supporting evidence. False or abusive refund requests may lead to account restriction.
Release Code orders
Do not reveal a Release Code when the item is missing, incorrect, damaged, unsafe, or materially different from the listing. Open a dispute while escrow is still held. Once a valid buyer-authorized code is entered and the order is completed, an ordinary change-of-mind refund may be declined; verified fraud, misrepresentation, legal rights, or an approved dispute can still be reviewed using the available evidence.