Refund Policy

1. Policy Overview

This Refund Policy explains the general rules that apply to refunds, returns, promotional payments, points purchases, and user disputes on Tiidon Market.

This policy should be read together with Tiidon’s Terms and Conditions, seller rules, trust and safety policies, and any listing-specific terms or seller-provided return terms.

2. Tiidon’s Marketplace Role

Tiidon provides marketplace technology, listing tools, seller visibility tools, ecommerce features for approved verified sellers, and related support systems. Tiidon does not ordinarily become the seller of products listed by third-party sellers.

• Tiidon generally does not own inventory listed by sellers.
• Tiidon generally does not warehouse seller stock.
• Tiidon generally does not hold payment funds for ordinary marketplace sales.
• Payments for listed products typically go directly from the buyer to the seller.

3. Seller Responsibility for Refunds

Sellers are primarily responsible for handling refunds, return decisions, and buyer complaints relating to their listings, products, stock accuracy, product condition, delivery promises, and transaction conduct.

• Sellers must describe products accurately and honestly.
• Sellers must not mislead buyers about product condition, stock, authenticity, delivery, or price.
• Sellers are expected to respond to legitimate refund or return concerns in good faith.
• Where a seller has stated a return or refund condition in a listing or storefront, the seller should honor it unless legally excused.

4. Buyer Responsibility Before Purchase

Buyers are responsible for carrying out reasonable checks before paying a seller, especially because marketplace payments ordinarily go directly to the seller.

• Review listing descriptions, images, and seller information carefully.
• Confirm the item condition, availability, price, and delivery method before paying.
• Clarify seller return rules or refund promises before completing the purchase where needed.
• Keep payment proof, messages, screenshots, and delivery records in case a dispute arises.

5. Possible Refund Scenarios

Refunds may be considered by the seller, and where relevant reviewed by Tiidon during dispute support, in situations such as:

• The item paid for was not delivered at all
• The item received was materially different from the listing description
• The wrong item was delivered
• The item was significantly damaged before delivery where the seller was responsible
• The item was proven to be counterfeit, fake, or unlawfully misrepresented
• The seller accepted payment but failed to complete the agreed transaction without valid cause

Whether a refund is actually granted may depend on the available evidence, the seller’s response, the agreed terms, applicable law, and the surrounding circumstances.

6. Non-Refundable Platform Fees

Fees paid to Tiidon for platform services are generally non-refundable unless Tiidon expressly states otherwise in writing.

This includes, without limitation:

• Boost fees
• Featured ad fees
• Promotional placements
• Advertising-related purchases
• Point purchases used for platform promotion tools

7. Points Policy

Tiidon may offer a points-based system for promotional tools, listing expansion, boosting, visibility improvements, or other platform features.

• Points are not cash and cannot be withdrawn as money.
• Points are purchased solely for use within the Tiidon system.
• Points are non-refundable.
• Unused points may expire after 90 days, subject to the platform rules in effect.
• Expired points may no longer be available for use once the validity period lapses.

8. Delivery, Returns and Fulfilment Issues

Sellers may offer fulfilment options such as meet-up, pickup, courier, rider delivery, or store delivery. Refund and return outcomes can be affected by the agreed fulfilment method and whether the buyer accepted the goods.

• Buyers should inspect items promptly where possible.
• Sellers should package and present goods in a manner consistent with the listing.
• Delivery failures caused by the seller may support a buyer complaint or refund request.
• Disagreements over pickup timing, courier handling, or buyer unavailability may affect the outcome of a claim.

9. Disputes and Tiidon Assistance

Tiidon may, at its discretion, help investigate disputes between buyers and sellers. This may include reviewing listing content, messages, screenshots, payment proof, delivery evidence, complaint history, or account activity.

• Tiidon may assist with informal mediation.
• Tiidon may request evidence from one or both parties.
• Tiidon may restrict accounts or listings during a serious investigation.
• Tiidon does not guarantee a refund simply because a dispute was reported.

Where disputes cannot be resolved informally, users may pursue resolution under applicable law, including through appropriate legal channels in Zambia.

10. Seller Refund Expectations

Sellers using Tiidon are expected to act fairly, lawfully, and transparently when handling buyer complaints.

• Sellers should communicate clearly with buyers.
• Sellers should not ignore legitimate complaints after receiving payment.
• Sellers should avoid misleading return claims or false denial of obvious issues.
• Sellers should keep records where appropriate to support transaction fairness.

11. Refund Abuse and Fraud

Tiidon may take action against buyers or sellers who misuse the refund process, abuse dispute procedures, submit false evidence, make fraudulent payment claims, or engage in deceptive conduct.

• False non-delivery claims
• False product defect claims
• Seller refusal to deliver after payment without valid cause
• Use of forged receipts, fake proof, or manipulated screenshots
• Repeated abuse of complaints or moderation systems

12. Changes to this Policy

Tiidon may revise this Refund Policy from time to time to reflect platform changes, legal developments, operational requirements, or trust and safety improvements.

Any updated version will become effective once posted on this page unless otherwise stated.

13. Contact Information