This Refund & Cancellation Policy ("Policy") explains the circumstances under which refunds, returns, order cancellations, and payment reversals may be requested for purchases made through Smile Agri-Market Technologies Ltd ("Smile Agri-Market", "we", "our", or "us") via https://smileagrimarket.com, our mobile applications, or other services.
By placing an order through our Platform, you agree to this Policy.
1. Purpose
Smile Agri-Market is committed to providing a fair, transparent, and efficient marketplace for buyers and sellers. Because many products sold on the Platform are perishable agricultural goods, refund eligibility depends on the type of product purchased and the circumstances of the transaction.
2. Scope
This Policy applies to:
- Fresh agricultural produce
- Processed agricultural products
- Farm inputs (such as seeds, fertilizers, pesticides, and animal feed)
- Farm machinery and equipment
- Agricultural training and educational services
- Digital products and subscriptions
- Logistics services booked through the Platform
Certain products or services may have additional refund terms disclosed before purchase.
3. Order Cancellation by Buyers
Before Seller Acceptance
A buyer may cancel an order without penalty if the seller has not yet accepted or begun processing the order.
Any eligible payment received will be refunded using the original payment method, subject to applicable payment processing timelines.
After Seller Acceptance
Once a seller has accepted an order or begun preparing, packaging, harvesting, or shipping the goods, cancellation requests may not be approved.
Where cancellation is approved after processing has begun, administrative, logistics, or payment processing charges may be deducted from the refund.
4. Order Cancellation by Sellers
A seller should only cancel an order when necessary, such as where:
- The product is unavailable.
- Inventory records were inaccurate.
- Severe weather or natural events prevent fulfillment.
- Government restrictions prevent delivery.
- Safety concerns arise.
- Circumstances beyond the seller's reasonable control occur.
If a seller cancels an order after payment has been received, the buyer will generally receive a full refund unless otherwise agreed.
Repeated or unjustified cancellations may result in account restrictions or suspension.
5. Cancellation by Smile Agri-Market
Smile Agri-Market reserves the right to cancel orders where necessary, including when:
- Fraud or suspicious activity is suspected.
- Payment cannot be verified.
- The transaction violates applicable law.
- The listed product is prohibited.
- Pricing errors are identified.
- A technical error affects the order.
- Required regulatory approvals are not obtained.
Where an order is cancelled by Smile Agri-Market before completion, eligible payments will generally be refunded.
6. Refund Eligibility
Refund requests may be approved where:
- The wrong product was delivered.
- The product differs materially from its description.
- The product arrives significantly damaged.
- The product is spoiled or unsafe at the time of delivery (subject to verification).
- A duplicate payment was made.
- Payment was processed but the order was never fulfilled.
- An order is cancelled in accordance with this Policy.
Refunds are evaluated on a case-by-case basis.
7. Products Generally Not Eligible for Refund
Unless required by applicable law, refunds will generally not be available for:
- Products damaged after delivery due to improper handling or storage by the buyer.
- Perishable goods that deteriorate because delivery was delayed by the buyer or the buyer failed to receive the shipment.
- Products that have been opened, consumed, altered, or used.
- Custom-made or specially prepared products.
- Downloadable digital products once accessed or downloaded.
- Completed training sessions or consulting services that have already been delivered.
- Orders where the buyer simply changes their mind after the seller has begun processing.
8. Perishable Agricultural Products
Because agricultural produce is highly perishable:
Buyers should inspect deliveries immediately upon receipt.
If produce appears spoiled, damaged, contaminated, or materially inconsistent with the order, buyers should notify Smile Agri-Market through the Platform as soon as possible and, where practical, within 24 hours of delivery.
To assist with the investigation, buyers may be asked to provide:
- Photographs or videos of the product.
- The order number.
- A description of the issue.
- Packaging details.
- Delivery information.
Failure to report issues promptly may affect eligibility for a refund.
9. Farm Machinery and Equipment
Farm machinery, equipment, and durable goods may be eligible for return or refund where:
- The incorrect item was delivered.
- The item arrived damaged.
- The item contains a verified manufacturing defect.
- The item is materially different from the listing.
Normal wear and tear, misuse, improper installation, unauthorized modifications, or accidental damage after delivery are generally not covered.
Manufacturer warranties, where available, remain subject to the manufacturer's terms.
10. Agricultural Inputs
Returns of seeds, fertilizers, pesticides, herbicides, veterinary products, and similar inputs may be restricted for safety, regulatory, or quality assurance reasons.
Opened or partially used agricultural inputs are generally not eligible for return unless required by law or where a verified manufacturing defect exists.
11. Digital Services and Training
Refunds for digital services, subscriptions, online training, webinars, and educational content may be granted where:
- Payment was taken but access was not provided.
- A technical failure prevented delivery and could not be resolved within a reasonable time.
- Smile Agri-Market cancels the service.
Refunds are generally not available after digital content has been accessed or training has been attended, except where required by applicable law.
12. Logistics Services
Refunds relating to logistics services may depend on the stage of the delivery process.
Charges may not be refundable where transportation has already commenced or where costs have already been incurred.
Delays caused by weather, traffic, government inspections, customs procedures, or events beyond reasonable control do not automatically entitle users to a refund.
13. How to Request a Refund
To request a refund, users should submit a request through the Platform or contact our customer support team with:
- Order number.
- Full name.
- Contact information.
- Description of the issue.
- Supporting photographs or documents where applicable.
- Preferred method of communication.
Providing complete information helps us process requests more efficiently.
14. Investigation Process
Smile Agri-Market may investigate refund requests by:
- Reviewing order records.
- Contacting the buyer.
- Contacting the seller.
- Reviewing delivery information.
- Examining photographs or videos.
- Requesting additional supporting information where necessary.
We may also involve logistics providers or payment service providers where relevant.
15. Refund Decisions
After reviewing a request, Smile Agri-Market may:
- Approve a full refund.
- Approve a partial refund.
- Arrange a replacement product.
- Offer store credit or wallet credit (where available).
- Decline the request with an explanation.
Our decision will be based on the available evidence, this Policy, and applicable law.
16. Refund Processing Time
Approved refunds will generally be processed within 7 to 14 business days, although actual timing may vary depending on:
- The payment method used.
- Banking systems.
- Payment service providers.
- Regulatory or compliance reviews.
Smile Agri-Market is not responsible for delays caused solely by financial institutions or payment processors.
17. Chargebacks
Before initiating a payment chargeback through your bank or card issuer, we encourage you to contact Smile Agri-Market so that we may attempt to resolve the issue.
Fraudulent or abusive chargebacks may result in account suspension and recovery of associated costs where permitted by law.
18. Fraud Prevention
Smile Agri-Market reserves the right to refuse refunds where there is evidence of:
- Fraud.
- False claims.
- Abuse of the refund process.
- Altered products.
- Misrepresentation.
- Repeated unreasonable refund requests.
We may request identity verification before processing certain refunds.
19. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time.
Material changes will be posted on the Platform with a revised Effective Date. Continued use of the Platform after changes become effective constitutes acceptance of the updated Policy.
20. Governing Law
This Policy is governed by the laws of the Federal Republic of Nigeria.
Nothing in this Policy limits any mandatory consumer rights available under applicable law.
21. Contact Us
If you have questions about this Policy or wish to request a refund or cancellation, please contact:
Smile Agri-Market Technologies Ltd
Website: https://smileagrimarket.com
Customer Support: support@smileagrimarket.com
Refund Enquiries: refunds@smileagrimarket.com
Response Time: We aim to acknowledge enquiries within 2 business days and work toward resolving eligible refund requests as promptly as reasonably possible.