Refund and Cancellation Policy
3. REFUND AND CANCELLATION POLICY
3.1 Introduction
African Beauty Fans ("ABF") is an online marketplace connecting Customers with independent Service Providers, Product Sellers and Delivery Partners.
Products and services advertised on the Platform are supplied by independent Providers and Sellers and not by African Beauty Fans unless expressly stated otherwise.
Payments are processed through approved third-party payment providers, including Paystack. Where split-payment functionality is used, funds may be distributed directly between the Provider or Seller and African Beauty Fans at the time of payment.
African Beauty Fans does not hold customer funds on behalf of Providers or Sellers and does not operate an escrow or wallet service.
This Policy explains how cancellations, refunds, returns, delivery disputes and complaints are handled on the Platform.
3.2 General Refund Principles
Customers should first attempt to resolve refund requests directly with the relevant Provider or Seller.
Providers and Sellers are primarily responsible for:
- Product quality
- Service quality
- Product descriptions
- Product safety
- Service delivery
- Refund decisions where applicable
- Compliance with applicable consumer protection laws
African Beauty Fans may assist with communication, transaction verification, dispute resolution and platform records where appropriate.
3.3 Service Booking Cancellations by Customers
Cancellation More Than 24 Hours Before Appointment
Customers may cancel a booking more than 24 hours before the appointment time and may be eligible for a full refund, excluding any non-refundable payment processing fees where permitted by law.
Cancellation Less Than 24 Hours Before Appointment
Providers may apply a reasonable cancellation fee of up to 20% of the booking value.
Customer No-Show
If a Customer fails to attend an appointment or is unavailable at the agreed service location, the booking may be treated as a no-show and may not qualify for a refund.
3.4 Service Cancellation by Provider
If a Provider cancels a confirmed booking before the service is completed, the Customer may request:
- A refund; or
- A rescheduled appointment
The Provider remains responsible for resolving the cancellation and any applicable refund.
3.5 Poor Service or Service Not Delivered
If a Customer believes:
- A service was not delivered;
- A service materially differed from its description; or
- There was a serious service issue,
the Customer should contact the Provider directly.
African Beauty Fans may request supporting information including:
- Booking reference
- Description of the complaint
- Photographs
- Communication history
- Provider responses
ABF may assist in facilitating a resolution but does not guarantee a refund outcome.
3.6 Product Order Cancellations
Customers may request cancellation before an order has been packed, prepared, dispatched or handed to a Rider or courier.
Once an order has been dispatched, return procedures may apply instead.
3.7 Product Returns
Customers may request a return where:
- The wrong product was supplied
- The product was defective
- The product was damaged
- The product materially differs from the listing
- The Customer has a legal right to return the item under applicable law
The Seller is responsible for assessing and processing return requests.
3.8 Hygiene-Sensitive Products
For hygiene and safety reasons, certain beauty and personal care products may not be eligible for return once opened, used, unsealed or tampered with unless otherwise required by law.
Examples include:
- Opened cosmetics
- Used skincare products
- Opened hair products
- Personal care products
- Products with broken hygiene seals
3.9 Product Reactions and Adverse Effects
If a Customer experiences:
- An allergic reaction
- Skin irritation
- A side effect
- Any adverse reaction
the Customer should immediately discontinue use and seek appropriate medical advice.
The Seller is responsible for:
- Product ingredients
- Product warnings
- Product instructions
- Product claims
- Product suitability
- Product safety
Customers should contact the Seller directly using the contact details available on the Seller's profile page.
African Beauty Fans may assist with transaction records and communication support only.
3.10 Damaged, Missing or Incorrect Deliveries
Customers should report damaged, missing or incorrect deliveries as soon as possible.
Customers may be required to provide:
- Order number
- Delivery address
- Photographs
- Description of the issue
- Delivery communications
- Proof of delivery information
ABF may investigate with the Seller and Rider where appropriate.
Resolution options may include:
- Replacement
- Redelivery
- Refund
- Partial refund
- Store credit
subject to the Seller's review and applicable law.
3.11 Delivery Confirmation
ABF may use:
- GPS tracking
- Rider location records
- Delivery photographs
- Customer delivery confirmations
- Proof-of-delivery records
to investigate delivery disputes.
These records may be used when reviewing complaints relating to deliveries.
3.12 Refund Method
Where a refund is approved, refunds will generally be processed back to the original payment method through the payment provider unless another method is agreed or required.
3.13 Refund Processing Timeline
Refund processing times depend on:
- The Provider or Seller
- Paystack or other payment providers
- Banking institutions
Processing times may vary depending on the circumstances of the refund request.
3.14 How to Request a Refund
Customers may submit refund or complaint requests through their account activity area on the Platform.
Customers should provide:
- Full name
- Account email
- Order or booking reference
- Provider or Seller name
- Reason for the request
- Supporting photographs or evidence
- Contact number
African Beauty Fans may assist with communication and dispute resolution but does not guarantee approval of any refund request.