Return & Refund Policy

Last Updated: 12 Dec 2025

1. Subscription Services Refund Policy

1.1 Seller Subscriptions

Launch Offer (First 6 Months):

• $5 One-Time Payment: Fully refundable if no matches are made within 90 days
• Subscription Activation: First successful match triggers monthly subscription
• Monthly Subscriptions: Refundable only if no matches occur in the first 30 days of each billing cycle

Standard Subscriptions:

• Refund requests must be made within 14 days of subscription start
• Partial refunds may be issued for unused time if no matches were made
• Once matches occur, subscriptions become non-refundable

1.2 Provider Subscriptions

Performance-Based Guarantee:

• If we deliver less than 70% of promised transaction volume for 3 consecutive months, you qualify for a 50% refund or account credit
• Setup and verification fees are non-refundable once facility approval is completed
• Monthly subscriptions are refundable on a pro-rata basis if we fail to deliver adequate buyer traffic

1.3 Match Credits

• Match credits never expire and are transferable between categories
• Used credits are non-refundable
• Unused credits can be transferred to other sellers but not refunded for cash

2. Transaction Disputes & Mediation

2.1 Safe Space Transactions

For transactions conducted at our verified safe spaces:

• Basic mediation services are included
• Platform liability is limited to commission refunds (1-2% of transaction value)
• We do not refund the actual product purchase amount
• Dispute resolution focuses on fair process, not product quality judgments

2.2 Direct Transactions

For buyer-seller transactions conducted without safe spaces:

• Platform provides limited guidance only
• No refunds or mediation services offered
• Users transact at their own risk
• We recommend using safe spaces for high-value items

3. Buyer Protection

3.1 Platform Services

• Buyer matching and notification services are completely free
• No refunds necessary as no payments are required from buyers

3.2 Safe Space Usage Fees

• Fees for using verified safe spaces are non-refundable once booked
• Cancellations must be made 24 hours in advance for credit toward future use
• No-shows forfeit the space usage fee

4. Bank & Payment Processing Fees

4.1 Non-Refundable Fees

All bank and payment processing fees (2.5%-5% of transaction amounts) are non-refundable in any circumstance. These are third-party financial institution charges beyond our control.

4.2 Refund Calculations

When refunds are issued:

• Original transaction fees are deducted
• Refunds are issued to original payment methods
• Processing time: 5-10 business days

5. Special Circumstances

5.1 Platform Service Interruption

If our platform experiences extended downtime (more than 48 consecutive hours):

• Affected users receive service credit extensions
• Pro-rata refunds considered for premium subscribers

5.2 Duplicate Charges

• Report duplicate charges within 7 days
• We investigate and refund duplicates within 24 hours
• Provide transaction IDs for verification

5.3 Unauthorized Account Activity

• Report suspicious activity immediately
• We work with financial institutions to resolve issues
• Account security is shared responsibility

6. How to Request Refunds

6.1 Contact Information

Journey of 18 Miles Platform Support
Email: support@journey18miles.com
Phone: [+267 7166 3185]
Response Time: 24-48 business hours

6.2 Required Information

• Your account email/username
• Subscription or transaction ID
• Date of purchase/transaction
• Detailed reason for refund request
• Supporting evidence (screenshots, etc.)

7. Policy Updates

We reserve the right to modify this policy with 30 days notice. Current subscribers maintain the policy terms active at their subscription start date.

8. Regional Compliance

This policy complies with consumer protection regulations in our operating regions across Africa. Local laws may provide additional protections in specific jurisdictions.

Need Help?
Contact our support team at support@journey18miles.com for any questions about this policy or to discuss your specific situation.

Journey of 18 Miles - Building Africa's Most Trusted Trading Platform