This policy explains how refunds, cancellations, disputes, and delivery work on Confidence Media. All payments are processed securely in Ghana Cedis (GHS) through Paystack. By making a purchase you agree to the terms below.
1. How marketplace orders work (buyer protection)
Confidence Media uses an escrow model to protect buyers. When you pay for a physical product, we hold the funds — the seller is not paid immediately.
- Funds are released to the seller only after you confirm delivery in the app.
- If you do not confirm, funds auto-release after 7 days from payment (the standard escrow window; configurable per platform settings).
- Until funds are released, an eligible order can be cancelled and refunded (see §2).
2. Refunds & cancellations
Physical products (marketplace)
- Before the seller ships: you may cancel a paid order for a full refund, including any delivery fee. Stock is restored to the seller.
- Unpaid orders: can be cancelled at any time at no charge.
- After shipment: the order can no longer be self-cancelled. If the item is not delivered, is significantly not as described, damaged, or defective, open a dispute (see §3) before confirming delivery, and our team can cancel and refund the order.
- Approved refunds are returned to your original Paystack payment method. Bank/mobile-money processing typically takes 5–10 business days to reflect, depending on your provider.
Event tickets
Ticket refunds are at the discretion of the event organizer. If an event is cancelled by the organizer, buyers are entitled to a refund of the ticket price. Requests should be made before the event date via the organizer or confidencebusinesshub@gmail.com.
Premium subscriptions
Subscriptions activate immediately and are billed per term. You may cancel at any time to stop future charges; cancellation takes effect at the end of the current paid period. Amounts already paid for the current period are non-refundable unless required by law.
3. Disputes between buyers and sellers
- Because funds are held in escrow, do not confirm delivery until you have received and checked your item.
- If something goes wrong, raise the issue with the seller first through in-app messaging.
- If it cannot be resolved, contact confidencebusinesshub@gmail.com before the escrow window closes. Our team reviews evidence from both sides and can cancel the order and refund the buyer, or release funds to the seller.
- Decisions are made in good faith to protect both parties; findings of fraud may lead to account suspension.
4. Delivery policy & timeframe
- Fulfilment by sellers: physical goods are shipped or delivered by the individual seller, not by Confidence Media. Delivery fees (if any) are shown at checkout.
- Processing time: sellers are expected to process and dispatch orders within 1–3 business days of payment.
- Delivery time: typical delivery is 2–7 business days within Ghana, depending on the seller's location and the buyer's address. Remote areas may take longer.
- Pickup: where a seller offers pickup, no delivery fee applies and timing is arranged directly between buyer and seller.
- Delays or non-delivery: if your order has not arrived within the expected window, contact the seller, then us if unresolved. The escrow hold means your payment is protected until you confirm receipt.
5. How to request a refund or report an issue
- Open the order in the app (Orders) and use cancel where available, or message the seller.
- If unresolved, email confidencebusinesshub@gmail.com with your order reference and a description of the problem.
- We aim to respond within 2 business days and to resolve valid claims promptly.
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