Refund & Returns Policy

Right of Withdrawal (Distance Contracts)

For purchases made entirely online where the buyer and seller did not meet in person, buyers have a 14-day cooling-off period from the date of delivery to withdraw from the purchase for any reason, provided the item is unused and in its original condition. To exercise this right, contact the seller through the platform within 14 days.

This right does not apply to:

• Perishable goods (food, flowers)
• Sealed hygiene products that have been opened
• Custom-made or personalized items
• Digital products after download/access
• Services already fully performed

General Marketplace Purchases

In-Person Transactions

For items bought through in-person meetings, refunds are arranged directly between buyer and seller. Always inspect items before paying. Once you pay and leave, getting a refund depends on the seller's goodwill. Agree on return terms in writing (platform messages count as records) before purchase.

Online Orders (Platform-Facilitated Payment)

For orders paid through IbomMarket's payment system:

• Item not as described: If the item materially differs from the listing (wrong item, significantly different condition, undisclosed defects), you may file a return request within 3 days of delivery
• Item not received: If you did not receive the item within the estimated delivery window, report through the Platform within 7 days
• Damaged in transit: If the item arrived damaged, document with photos and file a return request within 48 hours of delivery
• Counterfeit goods: Report immediately. Counterfeit goods are a policy violation and result in seller penalties

Return Process

Non-Returnable Items

• Custom-made or personalised items (unless defective or materially different from agreed specifications)
• Perishable goods (food, flowers) unless received in unsafe condition
• Items with broken seals where the seal was clearly disclosed as non-returnable
• Items where the buyer's remorse is the only reason (changed mind, found cheaper elsewhere)

Hotel & Accommodation Booking Cancellations

Cancellation policies are set by individual hosts and displayed at the time of booking. Common policies:

Additional booking refund terms:

• If the accommodation is materially different from the listing (wrong property, major undisclosed issues, safety hazards), you may request a full refund regardless of the cancellation policy
• If the host cancels your confirmed booking, you receive a full refund
• No-shows without prior cancellation: subject to the host's cancellation policy
• For pay-at-location bookings: no platform payment is involved; cancellation is between you and the host
• Refunds for booking cancellations are processed within 5-10 business days to the original payment method

Restaurant & Food Order Refunds

For food orders placed through the Platform:

• Order cancelled by restaurant: Full refund processed automatically
• Wrong item delivered: Full refund or replacement at restaurant's discretion. Report within 2 hours of delivery
• Missing items: Refund for the missing items. Report within 2 hours of delivery
• Food quality/safety issue: Full refund. Document with photos and report within 2 hours. Serious food safety issues are escalated to the restaurant and, if necessary, to NAFDAC
• Significantly late delivery: Partial or full refund at IbomMarket's discretion based on delay severity
• Buyer cancellation before preparation: Full refund if the restaurant has not yet started preparing the order
• Buyer cancellation after preparation: No refund, as the restaurant has incurred costs

Food order refunds are typically processed within 3-5 business days. For urgent issues, contact support immediately.

Digital Products

Due to the nature of digital goods, refund policies are limited:

• Product materially different from description: Full refund if the digital product does not match its listing
• Technical issues preventing access: Seller must resolve the issue or provide a refund within 48 hours
• Defective product (malware, corrupt files): Full refund and seller investigation
• Buyer's remorse: No refund for digital products that were delivered as described

Sellers may offer more generous refund terms for their digital products. Check the individual listing for the seller's stated refund policy.

Professional Services

For services arranged through the Platform:

• Refund terms should be agreed upon between you and the service provider before work begins
• For services paid through the Platform: disputes are handled through the Dispute Centre
• If the service was not performed as agreed, you may file a dispute with evidence
• Partial refunds may be appropriate where part of the service was delivered satisfactorily

IbomMarket Services & Purchases

For services purchased directly from IbomMarket (not from other users):

Refund Processing

• Refunds for payments made through Monnify are processed back to the original payment method
• Processing time: 3-10 business days depending on your bank and payment method
• Debit card refunds may take longer due to bank processing times
• You will receive an email and in-app notification when a refund is initiated
• If you have not received your refund within 14 business days, contact support

Dispute Timelines