BringItHome Dispute & Refund Policy

This policy outlines how disputes and refunds are handled for public market purchases on BringItHome.

1. PUBLIC MARKET REALITIES

BringItHome facilitates purchases from open Nigerian public markets. By shopping on the platform, you accept that:

• No Quality Refunds: There are no refunds for variations in quality, ripeness, or standard market condition, as is customary in public markets.
• Price Fluctuations: Final prices may vary slightly from initial estimates based on daily market changes.

2. GROUNDS FOR DISPUTE (NO REFUNDS)

BringItHome operates a strict zero refund and zero return policy for public market purchases. Prices and items are locked at the point of the accepted offer. Disputes on our platform are solely for reporting poor Shopper performance, which regulates their standing on the platform.

You may raise a dispute to report a Shopper for:

• Missing Items: An item you paid for was not delivered by the rider.
• Completely Incorrect Items: You received a materially different item than what was ordered (not simply a different acceptable brand).

Note: Reporting a Shopper for these issues affects their rating and may lead to their suspension, but it does not result in a financial refund to you.

3. EXCEPTIONS FOR EXTREME CASES

While we maintain a strict zero-refund policy, BringItHome reserves the right to review disputes on a case-by-case basis. In very extreme cases, at our sole discretion, we may consider issuing a compensatory credit to your BringItHome internal wallet .

• Wallet credits can only be used automatically towards your future purchases on the platform.
• Cash refunds to your bank account are never provided under any circumstances.

4. UNREACHABLE BUYER PROTOCOL

If you (or your rider) cannot reach the Buyer at the designated delivery address, you may trigger an "Unreachable Warning."

• The Buyer receives an urgent notification with a limited response window (displayed at the time, currently around 20 minutes ) to confirm their availability. A single unanswered warning is enough to start this window.
• If the Buyer does not respond within that window, the delivery is automatically confirmed — you must return the items to the Market Manager for holding, and the payout process begins moving forward as it would for any confirmed delivery.
• The Buyer can still dispute this. An automatically-confirmed delivery gives the Buyer a slightly extended 3-hour window (rather than the usual 1 hour) to raise a dispute, including disputing that they were genuinely unreachable — see Section 5. Your payout for that order is held until this slightly longer window closes, not the standard one, since the confirmation wasn't buyer-initiated.
• Forfeiture: Following that review, if the Buyer is found to have been reasonably reachable and simply did not respond, the held payment may be entirely forfeited to compensate you for the procured perishable goods and delivery attempt.

5. HOW TO FILE A DISPUTE

Disputes must be filed after delivery confirmation and within the dispute window displayed in the Buyer's app — 1 hour for a delivery the Buyer confirmed themselves, or 3 hours for one that auto-confirmed without their active involvement (see Section 4). To file:

1. Navigate to the relevant order in your Shopping Lists.
2. Use the dispute or issue-reporting option available within the delivery confirmation flow for that order.
3. Provide a clear written description of the issue and any supporting evidence.

If you cannot locate the dispute option, contact support@bringithome.ng directly within the dispute window. Our team will review the dispute and may issue wallet credits or apply seller penalties as appropriate.

6. DISPUTES RAISED AGAINST YOU (SELLER)

If a Buyer raises a dispute against an order you fulfilled, you will be notified immediately via in-app notification and email.

• Your right to respond: You have 48 hours from the dispute notification to submit a written response and any supporting evidence via support@bringithome.ng .
• Outcome options: BringItHome may find in the Buyer's favour (resulting in wallet credit to the Buyer and a deduction from your payout), find in your favour (dispute dismissed, full payout proceeds), or refer the case to further investigation.
• Appeal: If you disagree with the outcome, you may escalate to legal@bringithome.ng within 14 days.