Refund Policy
Effective Date: May 1, 2026
Last Updated: Aug 12, 2026
1. Overview
At LocalFinda, we want every customer to have a positive experience when purchasing products or booking services through the platform.
LocalFinda is a marketplace that connects customers with independent businesses, vendors, and service providers. Because products and services offered through LocalFinda may vary significantly, refund eligibility may depend on the type of transaction, the nature of the complaint, the vendor’s applicable policies, and the circumstances of the individual case.
This Refund and Dispute Resolution Policy explains how LocalFinda handles requests involving refunds, cancellations, incorrect or missing items, damaged products, delivery issues, service-related complaints, duplicate payments, and other transaction disputes.
Submitting a refund request does not automatically guarantee a refund. LocalFinda will review the circumstances and determine the appropriate resolution based on the available information, applicable policies, and applicable law.
2. Vendor Responsibility
Vendors and service providers on LocalFinda are responsible for:
Providing accurate descriptions of their products and services.
Fulfilling accepted orders and service requests as described.
Providing products that are consistent with the applicable description, specifications, quantity, and agreed terms.
Delivering services in accordance with the agreed scope.
Complying with applicable laws and regulations.
Honoring applicable warranties, guarantees, return policies, and other commitments they provide to customers.
LocalFinda may assist in resolving disputes between customers and vendors, but LocalFinda does not manufacture, own, inspect, or directly provide most products and services listed on the platform.
Where appropriate, LocalFinda may contact the vendor, request additional information, review transaction records, and determine an appropriate resolution.
3. When to Report a Problem
Customers should inspect products and review services as soon as reasonably possible after delivery or completion.
Unless a different timeframe is stated for a particular product, service, vendor, or transaction, customers should report issues within the following general periods:
Perishable Products: Within 6 hours of delivery.
Non-Perishable Products: Within 48 hours of delivery.
Services: Within 48 hours of completion or the date the customer becomes aware of the issue.
Other Transactions: Within the timeframe communicated for the specific transaction or service.
Certain products or services may require a shorter or longer reporting period because of their nature. Where a vendor has disclosed a specific complaint or return period before purchase, that period may apply subject to applicable law and LocalFinda’s policies.
Complaints submitted outside the applicable period may be declined unless LocalFinda determines that an exception is appropriate.
4. Refund Eligibility
Refunds are considered on a case-by-case basis.
Depending on the circumstances, an approved resolution may include:
Full refund.
Partial refund.
Replacement of the product.
Redelivery of missing or incorrect items.
Reperformance or correction of a service.
Store or LocalFinda credit.
Other resolution agreed upon by the customer, vendor, and LocalFinda.
The appropriate resolution will depend on the nature and severity of the issue, the condition of the product or service, the vendor’s applicable policy, available evidence, and other relevant circumstances.
5. Incorrect Product or Order
If a customer receives an item that is different from what was ordered, LocalFinda may work with the vendor to resolve the issue.
Depending on availability and the circumstances, the resolution may include:
Delivery of the correct item.
Replacement of the incorrect item.
Collection or return of the incorrect item where appropriate.
Partial refund.
Full refund where replacement or correction is not reasonably possible.
Customers should not dispose of, use, alter, or return an incorrect item unless instructed to do so by LocalFinda or the vendor.
6. Damaged or Defective Products
Customers should report damaged products as soon as reasonably possible after delivery and provide appropriate evidence where requested.
Depending on the circumstances, LocalFinda may facilitate:
Replacement of the damaged product.
Repair or correction where applicable.
Partial refund.
Full refund.
Where a product is covered by a manufacturer’s or vendor’s warranty, the issue may be handled under the applicable warranty terms rather than through LocalFinda’s standard refund process.
Nothing in this policy is intended to remove or restrict any rights available to customers under applicable law.
7. Missing Items
If an order contains fewer items than were purchased, the customer should report the missing item within the applicable complaint period.
After verification, LocalFinda may facilitate:
Delivery of the missing item.
Replacement of the missing item.
Refund of the value of the missing item.
Another appropriate resolution.
8. Delivery Delays
Delivery times may vary depending on the vendor, delivery provider, location, product type, traffic, weather, and other circumstances.
A delivery delay does not automatically qualify a customer for a refund.
For perishable products, where a verified delivery delay causes the product to spoil or become unsafe or unsuitable for its intended use, the customer may qualify for a replacement or refund.
For non-perishable products, a delay that does not materially affect the condition or usability of the product generally will not qualify for a refund unless otherwise provided by the vendor or applicable law.
9. Services
Service-related complaints will generally be reviewed based on the agreed scope, description, price, and other terms of the service.
Where a service was not delivered as agreed, LocalFinda may work with the service provider and customer to determine an appropriate resolution.
Depending on the circumstances, the resolution may include:
Completion of the outstanding portion of the service.
Correction or re-performance of the service.
Partial refund.
Full refund where the service was not provided or was materially different from what was agreed.
A customer changing their mind after a service has been properly provided will generally not qualify for a refund unless the vendor’s policy or applicable law provides otherwise.
10. Cancellations
Customers may request cancellation before a vendor has accepted or started processing an order or service request.
Once an order has been accepted, prepared, dispatched, delivered, or a service has commenced, cancellation may no longer be available.
However, LocalFinda or the vendor may approve a cancellation where appropriate based on the circumstances.
Where an eligible cancellation is approved before fulfillment begins, the customer may receive a full refund.
11. Customer Change of Mind
A customer changing their mind does not automatically create a right to a refund.
For products, returns or refunds based solely on a change of mind will depend on the applicable vendor return policy, product type, and applicable law.
For services, cancellations after work has commenced may not qualify for a refund.
Certain products or services may be non-refundable because of their nature, including products that are customized, personalized, perishable, used, consumed, or otherwise unsuitable for resale, subject to applicable law.
12. Partial Refunds
LocalFinda may approve a partial refund where a full refund is not appropriate.
Examples may include:
A portion of an order is missing or damaged.
Only part of a service was incomplete.
The customer retains an item while receiving compensation for a verified issue.
The vendor and customer agree to partial compensation.
The amount of any partial refund will depend on the nature and extent of the issue.
13. Failed, Duplicate, or Unsuccessful Payments
If a customer is charged more than once for the same transaction, or funds are deducted but the transaction is not completed, LocalFinda will investigate the payment.
Where the duplicate or unsuccessful payment is verified, the applicable amount will be returned through the appropriate payment channel.
Customers may be asked to provide:
Transaction ID.
Payment receipt.
Bank or payment provider debit notification.
Screenshot of the transaction.
Other information reasonably required to verify the payment.
Payment reversals may be subject to the processing timelines of the payment provider or financial institution.
14. Refund Method
Approved refunds will generally be returned through the original payment method used for the transaction.
Depending on the circumstances, payment method, technical limitations, applicable regulations, or customer agreement, LocalFinda may provide the refund through another available method, including LocalFinda wallet or account credit.
LocalFinda will communicate the applicable refund method when the refund is approved.
15. Refund Processing Time
Once a refund has been approved, LocalFinda will initiate the refund within a reasonable processing period.
In general, refunds may take approximately 3 to 14 business days to complete, depending on the nature of the transaction, payment method, payment processor, bank, and other applicable financial institutions.
LocalFinda is not responsible for delays caused by a customer’s bank, card issuer, payment processor, or other third party outside LocalFinda’s reasonable control.
16. Evidence and Investigation
To properly investigate a complaint, LocalFinda may request supporting evidence, including:
Photos or videos.
Order details.
Receipts or transaction records.
Screenshots.
Delivery information.
Communications between the customer and vendor.
Service details or agreed specifications.
Other information reasonably necessary to evaluate the complaint.
LocalFinda may also review transaction records, vendor information, delivery records, platform activity, and other relevant information available to us.
Customers are expected to provide accurate and complete information.
17. Customer Responsibilities
Customers are expected to:
Review products promptly after delivery.
Report problems within the applicable complaint period.
Provide truthful and accurate information.
Provide reasonable supporting evidence when requested.
Keep affected products in their original condition where reasonably possible.
Follow reasonable return, replacement, or inspection instructions.
Avoid using, modifying, damaging, or disposing of disputed products before the investigation is completed where applicable.
Failure to comply with these requirements may affect the outcome of a refund request.
18. Fraudulent or Abusive Refund Requests
LocalFinda reserves the right to reject or limit refund requests where there is evidence or reasonable suspicion of:
False or misleading information.
Fraudulent activity.
Altered or fabricated evidence.
Repeated abuse of the refund process.
Intentional damage or misuse of products.
Attempts to obtain refunds for products or services that were properly received.
Other conduct intended to improperly obtain compensation.
Where appropriate, LocalFinda may restrict access to refund services, suspend accounts, or take other action permitted under our Terms of Service and applicable law.
19. Vendor and Customer Resolution
Where appropriate, LocalFinda may encourage customers and vendors to resolve disputes directly.
However, LocalFinda may intervene when necessary to investigate a complaint, facilitate communication, determine whether a platform-supported resolution is appropriate, or protect the integrity of the marketplace.
A vendor’s willingness to offer a refund does not prevent LocalFinda from reviewing the transaction where necessary.
Similarly, LocalFinda may approve a resolution where appropriate even if the vendor and customer have been unable to independently resolve the dispute, subject to the applicable circumstances and policies.
20. Force Majeure and Circumstances Beyond Our Control
LocalFinda and its vendors may experience delays or failures caused by circumstances beyond reasonable control, including:
Severe weather, flooding, and natural disasters.
Civil unrest and government restrictions.
Road closures, power outages, and network or telecommunications failures.
Payment system failures and other events beyond reasonable control.
Such circumstances do not automatically create an entitlement to a refund.
However, LocalFinda may review the circumstances and determine whether a refund, replacement, credit, cancellation, or other resolution is appropriate.
21. Situations Where a Refund May Not Be Approved
A refund may generally be declined where:
The complaint is submitted outside the applicable reporting period.
The customer simply changes their mind, and no applicable return or cancellation right exists.
The product was used, damaged, altered, or misused by the customer.
The issue is covered by an applicable warranty or other remedy.
The complaint cannot be reasonably verified.
The customer fails to provide reasonably requested information or evidence.
The product or service was delivered substantially as described.
The customer failed to follow reasonable instructions relating to the product or service.
The refund request appears fraudulent, abusive, or inconsistent with the customer’s transaction history.
This list is not exhaustive. LocalFinda may consider other relevant circumstances when reviewing a refund request.
22. Vendor Specific Policies
Certain vendors, products, services, or categories may have additional refund, return, cancellation, warranty, or service policies.
Where such policies are disclosed to the customer before the transaction, they may apply to the transaction, provided they do not conflict with applicable law or LocalFinda’s mandatory platform policies.
Customers are encouraged to review the applicable vendor terms before completing a purchase or booking a service.
23. No Automatic Refund Right
Submitting a complaint or refund request does not guarantee that a refund will be issued.
Each complaint is reviewed based on the circumstances of the transaction, the evidence available, the applicable vendor policy, LocalFinda’s policies, and applicable law.
LocalFinda may determine that replacement, correction, redelivery, partial refund, credit, or another resolution is more appropriate than a full refund.
24. How to Request a Refund or Report a Transaction Issue
Customers should submit refund and dispute requests through LocalFinda Support using the available support channels (support@localfinda.com or WhatsApp +2347039899692).
The request should include:
Customer name and account information.
Order or transaction details.
A clear description of the issue.
Date of purchase or service.
Relevant photos, videos, receipts, screenshots, or other supporting evidence where applicable.
LocalFinda may request additional information during the investigation.
Once the investigation is complete, LocalFinda will communicate the outcome and any applicable next steps.
25. Policy Updates
LocalFinda may update this Refund and Dispute Resolution Policy from time to time to reflect changes in our marketplace, products and services, payment processes, applicable laws, or business practices.
The updated policy will be made available through the LocalFinda platform or other appropriate channels.
26. Contacting LocalFinda
For questions, complaints, refund requests, or transaction disputes, customers may contact LocalFinda Support through our support channels (support@localfinda.com or WhatsApp +2347039899692).
LocalFinda will make reasonable efforts to review and respond to complaints promptly.