Buyer Protection Terms

1. What Buyer Protection Covers

Cheaply Buyer Protection applies when:

• Your order was never delivered.
• The item received is significantly different from what the seller described in the deal listing.
• The item arrived damaged or defective.
• The seller failed to provide access to a digital product or service as described.

2. The Protection Window

After a seller marks your order as delivered, you have a set window of time to inspect your order and confirm receipt or raise a dispute. This period begins at the moment of delivery confirmation and is displayed on your order detail page.

If you do not raise a dispute within the protection window, your order is automatically confirmed and payment is released to the seller.

3. How to File a Dispute

To file a dispute:

• Go to your dashboard and locate the order in question.
• Click "Open Dispute" on the order card.
• Select the dispute category that best matches your situation.
• Write a clear description of the issue.
• Upload any supporting evidence: photos, screenshots, or documents.
• Submit the dispute form.

Disputes must be filed before the protection window closes. Disputes submitted after the window has expired will not be reviewed.

4. Evidence and Review

Once a dispute is filed, the Cheaply support team will review the case. You may be asked to provide additional evidence or clarification. The seller will also be given the opportunity to respond and provide their own evidence.

Our team aims to resolve disputes within 1 to 2 business days of receiving all required information from both parties.

5. Resolution Outcomes

After reviewing a dispute, the Cheaply team will issue one of the following decisions:

• Refund approved: A full or partial refund is credited to your Cheaply wallet.
• Dispute rejected: The dispute does not meet the criteria for a refund and payment is released to the seller.

Decisions are made at the sole discretion of the Cheaply support team based on the evidence provided. If you disagree with a decision, you may appeal by writing to [email protected] with additional supporting information.

6. Refund Process

Approved refunds are credited to your Cheaply wallet, not directly to your bank account or card. Wallet funds can be used toward future purchases on the platform or withdrawn to your Nigerian bank account. Withdrawals require KYC verification.

Refunds are processed within 1 to 3 business days of a dispute decision being made.

7. What Is Not Covered

Buyer Protection does not apply to the following situations:

• Change of mind. If you simply no longer want the item after purchasing, this is not covered.
• Disputes filed after the protection window has expired.
• Damage caused by the buyer after delivery.
• Items that match the seller's description but do not meet the buyer's personal expectations.
• Digital products that have already been accessed, downloaded, or redeemed.
• Service-based deals where the service has already been rendered.
• Deals or transactions conducted outside the Cheaply platform.

8. Group Deal Disputes

Each buyer in a group deal files their own dispute individually. A dispute by one buyer does not automatically affect other participants in the same deal. Funds for each buyer's share are held and released independently.

9. Fraudulent Disputes

Filing a false or misleading dispute is a serious violation of our Terms of Service. If Cheaply determines that a buyer has filed a fraudulent dispute, the buyer's account may be suspended and any refund reversed. Repeated abuse may result in permanent account termination.

10. Communication with Support

All dispute communications take place through the Cheaply platform. Do not share your account credentials, payment details, or personal financial information with any party claiming to represent Cheaply outside of official platform channels.

Contact

For help with an order or dispute, contact our support team at [email protected] or visit the Help Centre.