Buyer Protect Policy

Buyer Protection Policy

Effective Date: July 3, 2026

Buy with Confidence

At EscrowAfrica, we believe every buyer deserves confidence when making a purchase online. Our Buyer Protection Policy is designed to reduce the risks associated with online transactions by ensuring that your payment is not released until you have had the opportunity to verify that the agreed goods or services have been delivered. Buyer Protection applies only to eligible transactions completed through the EscrowAfrica platform and is subject to this Policy, our Terms of Service, and applicable laws.

How Buyer Protection Works

EscrowAfrica acts as a neutral escrow provider. Instead of paying the seller directly, your payment is securely held by EscrowAfrica until one of the following occurs:

• You confirm that you are satisfied with the goods or services.
• The agreed inspection period expires without a dispute being raised.
• A dispute is resolved in accordance with our Dispute Resolution Policy.
• Release is required by law or a binding legal order.

This process helps reduce the risk of fraud and builds trust between buyers and sellers.

What Buyer Protection Covers

Eligible transactions may be protected where:

Item Not Received

The seller fails to deliver the goods or provide the agreed service within the agreed timeframe.

Item Materially Different from Description

The goods or services received differ significantly from what both parties agreed before the transaction was funded.

Examples include:

• Wrong item delivered.
• Incorrect quantity.
• Incorrect model or specification.
• Significant undisclosed damage.
• Counterfeit item represented as genuine.
• Services materially different from the agreed scope.

Incomplete Service

For service-based transactions, Buyer Protection may apply where the agreed work has not been substantially completed or delivered according to the agreed terms.

Fraudulent Transactions

Where EscrowAfrica determines that a seller intentionally attempted to deceive a buyer or misrepresent the transaction.

What Buyer Protection Does Not Cover

Buyer Protection does not cover:

• Buyer remorse or change of mind.
• Minor cosmetic issues disclosed before purchase.
• Damage occurring after the buyer has accepted the transaction.
• Delays caused solely by customs authorities, natural disasters, strikes, or other events beyond the seller's reasonable control.
• Transactions conducted outside the EscrowAfrica platform.
• Payments made directly to a seller outside EscrowAfrica.
• Illegal goods or services.
• Transactions prohibited under our Terms of Service.
• Disputes based solely on personal preference where the agreed specifications were met.

Inspection Period

Each transaction includes an agreed inspection period. During this time, buyers should:

• Carefully inspect goods.
• Test products where appropriate.
• Review completed services.
• Compare the delivered item against the agreed description.
• Notify the seller promptly if an issue exists.

If no dispute is raised before the inspection period expires, funds may be released automatically to the seller.

Raising a Dispute

If you believe there is a problem with your transaction, you should initiate a dispute as soon as possible through your EscrowAfrica account. You may be asked to provide evidence such as:

• Photographs.
• Videos.
• Delivery records.
• Screenshots.
• Contracts.
• Product descriptions.
• Communication between the parties.
• Expert reports where appropriate.

Providing complete and accurate information helps us resolve disputes more efficiently.

Our Investigation Process

When a dispute is opened, EscrowAfrica may:

• Review all available evidence.
• Request additional documentation.
• Contact both parties for clarification.
• Examine transaction history.
• Review delivery records.
• Consult independent information where appropriate.
• Temporarily suspend the release of funds while the investigation is ongoing.

Our goal is to reach a fair and impartial outcome based on the available evidence.

Possible Outcomes

Following our review, EscrowAfrica may:

• Release all funds to the seller.
• Refund all funds to the buyer.
• Split the funds between both parties where appropriate and agreed.
• Require additional information before making a determination.
• Take any other action permitted under our Terms of Service or required by applicable law.

Your Responsibilities as a Buyer

To benefit from Buyer Protection, you should:

• Read the transaction terms carefully before funding.
• Verify the seller's identity where appropriate.
• Keep all communication within the EscrowAfrica platform whenever possible.
• Inspect goods promptly upon delivery.
• Raise disputes within the inspection period.
• Provide truthful and complete information during investigations.
• Avoid approving transactions until you are satisfied.

Transactions Not Eligible for Protection

Buyer Protection may not apply if:

• You intentionally bypass EscrowAfrica's payment process.
• You authorize payment outside the Platform.
• You submit fraudulent evidence.
• You collude with another party to commit fraud.
• You violate the Terms of Service.
• Your account has been suspended for fraudulent activity.

Fair and Neutral Resolution

EscrowAfrica is an independent escrow provider. We do not automatically favour buyers or sellers. Every dispute is assessed on its own merits using the evidence provided by the parties and any other relevant information available to us. Our objective is to deliver a fair, transparent, and impartial resolution.

Our Commitment

We are committed to making online commerce safer across Africa by giving buyers greater confidence that their money will only be released when the agreed transaction conditions have been met. Buyer Protection is one of the ways we help build trust between strangers doing business online.