Last Updated: September 24, 2025

Akuafo Dwa is committed to ensuring a fair and transparent experience for all users of our online platform connecting buyers and sellers of agricultural products (the "Platform"). This Refund Policy outlines the conditions under which refunds may be requested for transactions conducted through the Platform. By using Akuafo Dwa, you agree to this policy. Please read it carefully.

1. General Provisions

1.1 Applicability: This Refund Policy applies to all transactions between buyers and sellers facilitated through the Platform. Akuafo Dwa acts as an intermediary and is not a direct party to these transactions.

1.2 Transaction Responsibility: Refunds are primarily handled between buyers and sellers, as Akuafo Dwa does not own, sell, or deliver the products listed on the Platform. We encourage direct communication to resolve issues amicably.

1.3 Policy Scope: This policy covers refunds for issues such as non-delivery, defective or damaged products, or discrepancies between the product received and the listing description.

2. Eligibility for Refunds

Refunds may be requested under the following circumstances:

2.1 Non-Delivery: If the seller fails to deliver the product within the agreed-upon timeframe specified in the order details.

2.2 Defective or Damaged Products: If the product received is spoiled, damaged, or otherwise unfit for use (e.g., perishable goods like fruits or vegetables that arrive in poor condition).

2.3 Non-Conformance: If the product delivered materially differs from the description or images provided in the seller’s listing (e.g., wrong type of produce or incorrect quantity).

2.4 Cancellation by Seller: If the seller cancels the order after payment has been made and is unable to provide a suitable replacement.

3. Refund Process

3.1 Request Submission:

• Buyers must initiate a refund request within 7 days of the delivery date or expected delivery date (for non-delivery cases).
• Submit requests through the Platform’s dispute resolution system, accessible via your account dashboard, or by contacting our support team at info@akuafodwa.com
• Provide evidence, such as photos of damaged goods, order details, or communication with the seller, to support your claim.

3.2 Seller Review:

• The seller will be notified of the refund request and given 3 business days to respond with a resolution, such as a refund, replacement, or explanation.
• If the seller agrees to a refund, it will be processed per Section 3.4.

3.3 Akuafo Dwa Mediation:

• If the seller does not respond or a dispute persists, Akuafo Dwa may mediate at our discretion. We will review the evidence and make a decision within 5 business days.
• Our decision is final, subject to applicable laws.

3.4 Refund Issuance:

• Approved refunds will be issued to the original payment method within 7-10 business days of approval, depending on the payment processor.
• Refunds may include the product cost and, if applicable, shipping fees (if the issue is due to seller error).

4. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

• Buyer changes their mind after receiving a product that matches the listing description.
• Failure to inspect perishable goods promptly upon delivery, leading to spoilage.
• Issues arising from buyer error, such as providing an incorrect delivery address.
• Refunds requested after the 7-day request period has expired.

5. Seller Responsibilities

• Sellers must ensure accurate product listings, timely delivery, and compliance with quality standards.
• Sellers are encouraged to offer refunds or replacements for valid claims to maintain trust and credibility on the Platform.
• Repeated failure to resolve valid refund requests may result in account suspension or termination.

6. Platform Fees

• Akuafo Dwa’s transaction or service fees are generally non-refundable, except in cases where the transaction is canceled due to seller non-fulfillment or Platform error.
• If a refund includes Platform fees, this will be specified during the dispute resolution process.

7. Fraud Prevention

• Refund requests found to be fraudulent or abusive may result in account suspension or termination.
• Buyers and sellers must provide truthful information and cooperate fully during the dispute resolution process.

8. Contact Us

For assistance with refunds or to report an issue, please contact us at: info@akuafodwa.com

9. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on the Platform, and the updated policy will take effect upon posting. Your continued use of the Platform constitutes acceptance of the revised policy.

Thank you for using Akuafo Dwa. We strive to ensure a fair and reliable marketplace for all users.