Refund And Dispute Policy

Scope

This policy applies to all orders placed and paid for through Wakajor's protected payment workflow. Payments made outside Wakajor — directly to a Plug's bank account, via third-party transfer, or through any channel not initiated through the Wakajor platform — are not covered.

When A Dispute Can Be Raised

• A Plug fails to deliver by the agreed deadline without communication or resolution.
• Delivery materially does not match the order description, requirements, or agreed scope.
• A Plug requests or accepts off-platform payment in violation of Wakajor's policy.
• A Plug offers or delivers a prohibited service.
• A Buyer believes they have been misled by a listing, description, or Plug communication.
• A Plug believes a Buyer has misrepresented requirements, refused valid delivery, or acted in bad faith.

Dispute Window

Disputes must be raised within 7 days of delivery being marked or the order deadline passing, whichever is later. Disputes raised outside this window may not be eligible for refund review but may still be reviewed for conduct or policy violations.

How Disputes Are Handled

When a dispute is raised, Wakajor's support team reviews the case. Both the Buyer and Plug are notified and given an opportunity to submit evidence. Wakajor aims to provide an initial response within 3 business days. Complex cases may take longer. Wakajor acts as a neutral reviewer — we do not automatically side with either party. Our team reviews all available evidence before making a determination.

Evidence Reviewed

• Order requirements and agreed scope.
• In-platform chat messages and file attachments.
• Delivery submissions and timestamps.
• Payment records and transaction metadata.
• Revision request history.
• Plug listing description at the time of order.
• Prior dispute or conduct history on either account.
• Admin notes and risk signals from our monitoring systems.

Possible Outcomes

• Full refund to Buyer — where non-delivery or clear policy violation is established.
• Partial refund — where partial value was delivered or fault is shared.
• Release of funds to Plug — where delivery was completed as agreed.
• Revision required — Plug is required to revise and resubmit delivery.
• Order cancellation with or without refund.
• Warning, restriction, listing suspension, or account termination for the at-fault party.

Refund Processing

Approved refunds are processed back to the original payment method used by the Buyer. Refund timing depends on the payment provider and the Buyer's card issuer, typically 5–10 business days. Wakajor's platform fee (Buyer Protection Fee) may or may not be refundable depending on the circumstances of the dispute. Refunds are not automatic and are only issued after a completed dispute review.

Wakajor's Role In Transactions

Wakajor is a marketplace platform. All services are performed directly between Buyers and Plugs (service providers). Wakajor does not perform, subcontract, or guarantee any service listed on the platform. Wakajor's role in the payment flow is limited to facilitating the transaction between Buyer and Plug using Paystack's payment infrastructure, including Split Payments to direct funds appropriately. Wakajor does not hold third-party funds on an ongoing basis.

Payments Outside Wakajor

Payments made outside the Wakajor platform — including direct bank transfers, mobile money, or any off-platform channel — are not covered by this policy. Buyers who pay outside Wakajor have no dispute or refund protection from Wakajor. Plugs who solicit or accept off-platform payment are in violation of the Plug Agreement and may be suspended.

Appealing A Decision

Either party may appeal a dispute decision by contacting Wakajor Support within 5 days of the decision, providing new evidence or a clear reason why the decision should be reconsidered. Wakajor's determination on appeal is final.