Version 2.0 — updated July 2026.

1. Overview

SupplyLink Market connects buyers with suppliers (farmers and wholesalers) around Kumasi. All payments are held by SupplyLink before being paid out to suppliers, and every order is fulfilled through SupplyLink's own delivery system — so SupplyLink, not the buyer or supplier individually, handles refunds and disputes.

This applies to every order — farm-sourced or warehouse-sourced, Express or Normal. If your cart mixes farm and warehouse items, each supplier's delivery is tracked and refunded separately.

2. When a Refund Applies

You're entitled to a full or partial refund if:

• The order wasn't fulfilled — the supplier couldn't supply the item(s) after payment.
• An item wasn't delivered within a reasonable window past the promised time (see Section 5).
• The wrong item, quantity, or unit was delivered.
• Goods arrived damaged or spoiled — report immediately (see Section 4).
• You cancel before the supplier begins preparing your order (see Section 3).

A refund doesn't apply if:

• You change your mind after the order is already out for delivery.
• You were unavailable at the agreed time/location after reasonable contact attempts.
• The item matches its description and the issue is normal variation in fresh produce (size, ripeness).
• The reporting window in Section 4 has passed.

3. Cancellations

*Unless it qualifies under one of the Section 2 refund reasons.

4. Reporting Window

• Damaged, spoiled, or wrong items: report within 2 hours of delivery, with a photo, in the app.
• Non-delivery: report within 24 hours of the promised delivery window closing.

Claims outside these windows aren't eligible, except at SupplyLink's discretion in exceptional cases.

5. Delivery Delay Threshold

• Express (1–3 hr window): eligible for a delay refund/credit past 4 hours total, unless you were notified and agreed to the delay.
• Normal (6–8 hr window): eligible past 11 hours total, unless notified and agreed.
• Farm-sourced items follow the Normal timeline — they're delivered on a fixed weekly collection run rather than Express.

6. How Refunds Are Paid

• SupplyLink Credit (wallet balance) — default, usable immediately on future orders.
• Reversal to MoMo/Paystack — available on request; may take longer depending on the provider.

Partial refunds apply when only part of an order is affected. Mixed farm + warehouse orders are refunded per delivery, independently.

7. Effect on Supplier Payouts

• If the supplier hasn't been paid yet, the refunded amount is simply removed from what they're owed.
• If already paid, it's deducted from their next payout, with a reason notification.
• Suppliers with repeated refund-worthy issues may face account review.

8. Dispute Resolution

SupplyLink Admin acts as the neutral party for any buyer–supplier disagreement over a refund claim, reviewing photos, order details, and delivery timestamps submitted in the app. Both sides are notified of the outcome.

9. Changes to This Policy

This policy may be updated as SupplyLink grows — for example once Paystack/MoMo payment goes fully live, or once business registration is complete. You'll be notified of any material change.