Refund Policy

Anvela Market orders: before the shop accepts

When you pay for an order, your money is held in Anvela's Paystack account. Nobody can spend it until the shop accepts your order. When the shop accepts, its share is paid to the shop.

Each shop shows how many hours it takes to accept an order. If the shop declines your order, or has not accepted it within its stated time or 24 hours, whichever is longer, the order is cancelled and you are refunded in full, including delivery. You do not need to ask.

Anvela Market orders: after the shop accepts

Once a shop accepts your order, the shop is responsible for delivering it and for any refund on it, as set out below.

• Returns: each shop sets how many days you have to return an item after delivery (up to 30), shown on the item and at checkout. If a shop takes no returns, you can still return an item that is wrong, damaged or not as described.
• How to return: ask from your order page within the return window, choose the items and say why. The shop accepts or declines and tells you how to send the items back. When the shop receives them, it refunds you for those items and records the refund on your order. You confirm on your order page when the money arrives.
• Return delivery: you pay to send an item back if you changed your mind. The shop pays if the item was wrong, damaged or not as described.
• A delivery that fails, or a pickup order that is not collected, because you were not available: the shop tries once more at a time you agree. If the order is still not delivered or collected 7 days after the first attempt, it is cancelled and you are refunded for the items, less the delivery fee already spent.

When something goes wrong

If you paid but did not get your order, the shop does not answer, the item is wrong or damaged, or the shop asked you to pay outside Anvela, report it from your order page. A serious report hides the shop from Anvela Market while we look. Anvela hears both sides and decides within 48 hours.

If the shop has not been paid yet, Anvela can cancel the order and refund you in full from the held payment. If the shop has already been paid, the shop must refund you. If it does not, Anvela closes the shop, and you can ask your bank or Paystack for a chargeback. Anvela does not refund orders from its own money.

Only payments made through Anvela's checkout are covered. Never pay a shop outside Anvela.

How long a refund takes

Refunds go back to the card or account you paid with, through Paystack. Most arrive within 1 to 3 business days; some banks take up to 10 business days. If a refund has not arrived after 10 business days, say so on your order page ("It hasn't arrived") and the shop and Anvela are alerted.

Bookings

When you book a service, you pay in full or a deposit through Paystack, straight to the shop.

• If the shop cancels your booking, the shop refunds you in full.
• If you cannot make it, contact the shop as early as you can. Whether a deposit is returned is the shop's decision.
• If you do not come and do not tell the shop, the shop keeps what you paid.
• If you were charged twice, or paid after the time was given to someone else, the shop refunds you.

Anvela plans for businesses

Start is free. Growth and Business are paid through Paystack: monthly by card, or quarterly or yearly in one payment, plus 7.5% VAT, with a numbered receipt.

• Cancel at any time. A monthly plan is stopped on Paystack's page, reached from Plan & billing. You keep the plan until the end of the time you have paid for; then your business moves to Start. Nothing is deleted, and downloading your data is always free.
• If you ask within 7 days of your first paid plan payment, we refund it in full. Later payments and renewals are not refunded, but the plan runs to the end of the paid time. Add-ons follow the same rule.
• If your card is charged after you stopped a subscription, we refund that charge.
• Network & Enterprise agreements follow the terms in the agreement.
• To ask for a refund, email support@anvela.ng with your business name and the receipt number (ANV-…). We reply within 2 business days.

For shops on Anvela Market

• If you decline an order or do not accept it in time, your customer is refunded in full. Paystack does not return its card fee on a refund, so that fee is taken from your next payment from Anvela.
• Anvela charges no fee on an order refunded before you accept it.
• Paystack's transfer fee (₦10, ₦25 or ₦50, by amount) comes off each payment to you.
• Refunds after you accept an order are yours to send, and you record them on the order.

Contact

Questions about this policy: support@anvela.ng.

Anvela Technology Ltd · RC 9897476 · Lagos, Nigeria

See also: Delivery Policy