REFUND POLICY
AfriValue Refund Policy
Effective Date: May 1, 2026
Legal Entity: AfriValue International Ltd
Jurisdiction: Nigeria
This Refund Policy explains how refunds are handled on AfriValue. By using the platform, you agree to this policy in addition to AfriValue’s Terms of Use.
1. Core Principle
AfriValue operates a secure escrow‑based payment system designed to protect both Clients and Service Providers. Every payment on the platform results in one of the following outcomes:
The full amount is refunded to the Client, or
The full amount is paid to the Service Provider, or
Part of the amount is paid to the Service Provider and part is refunded to the Client.
Refunds and payouts are always tied to work completed, platform records and the cancellation or dispute process.
2. Refunds and the Order Cancellation Process
Refunds may be issued through AfriValue’s structured cancellation workflow. This workflow applies when:
A Client requests to cancel an order, or
A Service Provider requests payment for completed work.
2.1 How Cancellation and Payment Requests Work
When either party initiates a cancellation or payment request:
The other party is notified immediately.
They have 48 hours to approve or decline the request.
If they approve, AfriValue carries out the instruction (refund or payout).
If they take no action within 48 hours, the request is automatically approved.
If they decline, the order remains unchanged and the initiator is notified.
Either party may initiate a new request, up to three attempts.
After the third declined attempt, AfriValue enables the Open Dispute option.
Refund eligibility is therefore directly tied to this process.
3. When Refunds May Be Issued
When a dispute has been opened, refunds may be issued under the following circumstances:
3.1 Order Not Started
If work has not begun and no deliverables or milestones have been approved, the Client may receive a full refund.
3.2 Partial Completion
If work has been partially completed:
The Service Provider is paid for work reasonably completed.
The Client is refunded for the remaining portion.
The division is based on scope, milestones, evidence, and platform records. AfriValue may reduce or waive commissions depending on circumstances.
3.3 Non‑Delivery
If a Service Provider fails to deliver within the agreed timeframe, a refund will be issued after review.
3.4 Mutual Cancellation
If both parties agree to cancel an order, funds are allocated based on work completed at the time of cancellation.
4. When Refunds May Be Denied
Refunds may not be granted if:
The service was delivered in line with the agreed scope.
The Client approved the delivery or milestones.
The review window has expired.
The issue is based on preference rather than failure to deliver.
The Client changed requirements after work began.
The cancellation/payment request was declined three times and the initiator did not escalate through the dispute process.
5. Dispute‑Based Refund Outcomes
If a cancellation or payment request is declined three times, the order becomes eligible for dispute resolution.
During a dispute:
Both parties may submit evidence (messages, files, timelines, screenshots).
AfriValue reviews the case and determines one of the following outcomes:
Possible outcomes:
Full refund to the Client
Full payment to the Service Provider
Split outcome (partial refund + partial payout)
AfriValue does not retain any portion of disputed funds, other than its commission.
6. Milestones and Approved Work
Approved milestones are generally non‑refundable.
Funds tied to approved milestones are released to the Service Provider.
Disputes may only apply to unapproved or disputed milestones unless fraud or misrepresentation is proven.
7. Refund Processing Method and Timing
Refunds are processed to the original payment method where possible.
In some cases, refunds may be credited to the user’s AfriValue wallet.
Processing times depend on banks and payment providers and may take several business days.
AfriValue is not responsible for delays caused by third‑party payment processors.
8. Chargebacks and External Payment Disputes
Users are encouraged to use AfriValue’s cancellation and dispute system before contacting banks or card issuers.
Unauthorized chargebacks or fraudulent disputes may result in:
Account suspension
Restriction of platform privileges
FX & Processor Fees
Refunds follow Flutterwave’s rules:
Refunds are processed in the original currency
FX differences may occur
Some processor fees may be non‑refundable
AfriValue cannot refund fees not returned by the processor
9. Account Status and Refund Eligibility
Refunds may still be processed for users with suspended or deactivated accounts.
AfriValue may temporarily delay refunds if:
Identity verification is required
Fraud is suspected
There is an active dispute related to the transaction
10. Policy Updates
AfriValue International Ltd may update this Refund Policy from time to time. Continued use of the platform means you accept the updated policy.
11. Contact Information
For refund‑related questions, contact:
support@afrivalue.com
