How do I place a bid?

Log in, open the auction listing you are interested in, review the item description and auction terms, enter a valid bid that meets the minimum amount shown, and select “Place Bid.” Always check the amount carefully before submitting it.

What is a reserve price?

A reserve price is the minimum price the seller is willing to accept. The amount may be hidden. If the auction closes without the reserve being met, the item will not be sold through that auction.

Can I retract or cancel a bid before an auction ends?

Yes. A bidder may retract a bid before the auction sale is complete. Use the platform’s bid-retraction feature if one is available. If it is not, contact support@bidzid.app promptly with the listing and bid details. Do not wait until the last moment.

Can I keep bidding and retracting bids?

Bid retraction must not be used to manipulate an auction, discover another bidder’s maximum bid, coordinate with a seller or disrupt bidding. Repeated or abusive bid-and-retract behaviour may lead to account restrictions, even though a genuine bid may still be retracted before the sale is complete.

What happens when I win an auction?

When the auction closes and BidZid records and communicates the winning valid bid, the sale is normally complete, subject to any reserve price and the applicable policies. The winning buyer is then expected to pay within the deadline displayed or communicated for that transaction.

Can I change my mind after winning?

Not simply because you no longer want the item or found it cheaper elsewhere. Once the auction sale is complete, the purchase is binding, subject to the BidZid Returns, Refunds and Buyer Protection Policy and any legal rights that apply.

What is “Buy It Now”?

Where a listing offers “Buy It Now,” you can purchase the item at the displayed fixed price instead of waiting for an auction to end. The checkout process will show when the transaction becomes confirmed and what payment is required.

What if there is a technical problem during an auction?

If a material system error, outage, duplicate or corrupted bid, manifest pricing problem or suspected fraud affects an auction, BidZid may pause, extend, cancel, reopen or correct it where reasonably necessary. We will take completed transactions and applicable legal rights into account before making corrections.

What if a winning buyer does not pay?

A winning buyer must pay within the deadline shown or notified for the transaction. Unjustified non-payment may result in cancellation of the transaction, bidding restrictions or suspension of the buyer’s account. The seller may then use any relisting option made available by the platform.

How do I pay for an item?

Use the payment options displayed during checkout. BidZid currently processes buyer payments through Paystack. Available payment methods may vary depending on the transaction and payment provider.

Does BidZid store my full card details?

No. BidZid does not store full card numbers or card security codes. Payment information is processed through the appointed payment provider.

What is the BidZid withdrawal and payout process?

After a buyer pays, the seller does not receive the money automatically. Seventy-two (72) hours after payment, the seller’s net proceeds may become available in the Vendor Dashboard for the seller to request withdrawal. That is only the request stage.

BidZid ordinarily verifies that delivery or collection has actually taken place before approving the request. Where the seller created a shipment, the buyer’s Confirm Receipt action is the preferred confirmation. For pickup or other fulfilment, BidZid may use tracking, written buyer confirmation, proof of handover, direct contact with the buyer, or other reliable evidence.

Once BidZid is reasonably satisfied that delivery or collection occurred and there is no known issue requiring review, the withdrawal may be approved.

Is the seller wallet a bank account?

No. A BidZid seller wallet is an internal platform record showing amounts attributable to the seller. It is not a bank account, deposit account, savings product or interest-bearing account.

Does the 72-hour point mean BidZid must approve the withdrawal?

No. The 72-hour point only makes the seller eligible to request withdrawal; it does not guarantee approval or payout. BidZid may keep the request pending if delivery has not yet been confirmed or if there is an open dispute, chargeback, suspected fraud, KYC or tax issue, payment reversal, court or regulatory requirement, prohibited-item concern or another legitimate unresolved risk.

Who arranges delivery or collection?

Unless a listing says otherwise, the seller is responsible for arranging delivery or collection, packaging the item properly and providing accurate dispatch information. Where the seller creates a shipment through the Platform, the buyer may receive a Confirm Receipt option after the shipment is processed. That option does not appear for every fulfilment method. BidZid does not ordinarily deliver, warehouse or take possession of listed items.

What delivery method should sellers use?

For shipped items, sellers should use a traceable delivery method and keep proof of dispatch and delivery. For physical collection or handover, buyers and sellers should use a safe location and keep reasonable proof that the handover took place.

Does BidZid cover loss or damage caused by a courier?

BidZid is not ordinarily responsible for loss, theft or damage caused by an independent courier or by poor packaging, addressing, dispatch or collection. However, a buyer may still have a claim against the seller or another responsible party depending on the circumstances and applicable law.

Why can BidZid share my contact or delivery details with the other party?

After a transaction, BidZid may share the information reasonably needed for delivery, collection, returns, support or a dispute, such as names, phone numbers, an email address where provided, and the delivery or collection address. Personal information must not be used for unrelated marketing or other improper purposes.

What is the BidZid Guarantee?

The BidZid Guarantee is our platform process for eligible transaction problems. It gives an eligible buyer 48 hours after actual delivery or collection to report a covered problem.

The 48 hours is a buyer reporting window, not a promise that every seller payout will be frozen for 48 hours after delivery. If BidZid has already approved payout and a valid claim is raised within the 48-hour window, the claim can still be reviewed and the seller may remain responsible for the refund or recovery.

How long do I have to report a problem?

To use the BidZid Guarantee process, report an eligible problem within 48 hours of actual delivery or collection, or the delivery event reasonably established by BidZid. For non-delivery, report the issue promptly after the agreed delivery period expires or the item is marked delivered.

Should I contact the seller first?

Yes, but do not let that make you miss the 48-hour window. Use the available Contact Seller or transaction tools and also open a BidZid support case within 48 hours so BidZid can intervene promptly.

Where a seller withdrawal is still pending, BidZid may keep it unapproved while the issue is reviewed; if payout has already occurred, an eligible claim can still be administered under the Returns, Refunds and Buyer Protection Policy.

What problems are generally not covered by the BidZid Guarantee?

The Guarantee does not normally cover simple buyer’s remorse, defects or wear clearly disclosed before purchase, normal wear consistent with a used item’s description, damage caused by the buyer, immaterial photographic differences, or conditions accurately disclosed for an item sold for parts, repair or “as is.” Mandatory legal rights still apply where they cannot be excluded.

Can I return an item just because I changed my mind?

Usually not after a completed auction. A seller may voluntarily offer a change-of-mind return policy, in which case the disclosed seller policy will apply. Fixed-price transactions and particular products may also be subject to rights required by law.

Do I need an unboxing video?

For shipped items, buyers are strongly encouraged to record a continuous, unedited unboxing video whenever reasonably practicable. It should show the package identifier, the sealed package, the opening process, and the item’s initial condition and contents. This can be especially important for claims involving damage, missing contents, item swaps or authenticity.

Will my claim automatically fail if I do not have an unboxing video?

Not automatically. The absence of a video may materially weaken a claim where one would reasonably have been available, but BidZid can consider other reliable evidence. A valid legal remedy will not be rejected solely because a video is missing where the law requires otherwise.

What evidence may BidZid ask me for?

Depending on the issue, we may ask for photographs, an unboxing video, delivery or collection records, serial numbers, authenticity evidence, repair or inspection reports, seller communications, payment records or other information relevant to the claim.

Who pays for return shipping?

If the return is approved because of seller fault — for example, material misdescription, counterfeit goods, undisclosed material damage or the wrong item — the seller is normally responsible for reasonable return shipping or collection costs. For a voluntary change-of-mind return accepted by the seller, the buyer normally pays unless the seller agrees otherwise.

How much will I be refunded?

For an approved full refund caused by seller fault, the buyer will ordinarily receive the refundable item amount paid through BidZid and any other amount the law requires to be refunded. BidZid’s 8% seller Service Fee is not simply deducted from the buyer’s approved item refund.

How will I receive my refund?

Approved refunds are normally returned through the original payment channel where technically possible. Timing can depend on Paystack, your bank or mobile-money provider, weekends, public holidays and payment-network processing.

What happens after the 48-hour window has passed?

After the 48-hour BidZid Guarantee reporting window has passed, a new issue will not ordinarily qualify for the BidZid Guarantee process unless BidZid determines that the delivery timing was recorded incorrectly or another policy exception applies.

The seller’s withdrawal may already have been approved before the window expired if delivery had been reasonably confirmed and no known issue required review. Expiry of the BidZid Guarantee window does not remove any non-waivable rights you may still have directly against the seller under Kenyan law.

What if I believe an item is counterfeit, stolen or unlawful?

Contact BidZid Support promptly and do not handle or return the item in a way that would be unsafe or unlawful. BidZid may hold funds, suspend the listing or account, request proof of ownership or authenticity, preserve evidence and, where required or permitted, share information with the relevant authorities.

Is BidZid’s dispute decision final?

BidZid makes an internal marketplace decision about how a pending seller withdrawal, payout approval, post-payout recovery and platform refund process will be administered based on the evidence available.

That decision is not automatically a formal arbitration award and does not stop either party from using a court, tribunal, regulator or other lawful remedy where applicable.

Who can sell on BidZid?

Adults aged 18 or over may apply to sell as individuals or businesses, subject to BidZid’s verification requirements. You must own the item or have full legal authority to sell it.

What information do sellers need to provide?

Seller verification may include a National ID or passport, physical or business address, and bank or mobile-money payout details. Business sellers may also be required to provide a KRA PIN and business registration documents. BidZid may request additional information where required for tax, fraud-prevention, legal or payment-provider compliance.

Does seller verification mean BidZid guarantees that seller?

No. Verification is a risk-control measure, not a guarantee or endorsement of the seller, the item’s authenticity, quality, financial standing or future conduct.

How do I create an auction listing?

Log in to your Vendor Dashboard, choose the option to add a product or listing, select the auction product type where available, and enter the item description, starting price, auction duration, reserve status where applicable, delivery terms and other required details. Review the listing carefully before publishing.

What must I disclose in my listing?

Your listing must be accurate and not misleading. Clearly describe the item’s actual condition and disclose material defects, damage, prior use, missing parts, restrictions, and whether it is new, used, refurbished, reconditioned, clearance, for parts, or otherwise sold with a disclosed condition.

Can I use stock photos?

Your images should materially represent the actual item being sold. If an image is illustrative rather than a photograph of the actual item, make that clear so buyers are not misled.

What items are prohibited?

You must not list goods whose sale, possession, advertising, import, export or delivery is unlawful or creates an unreasonable legal or safety risk. Examples include stolen or counterfeit goods, illegal drugs, unlawfully supplied prescription medicines, prohibited weapons or explosives, protected wildlife products, fraudulent financial instruments, recalled or dangerously defective products, and goods requiring a licence you do not hold.

Can I bid on my own listing or ask someone else to bid it up?

No. Sellers must not bid on their own listings, use another account or another person to inflate a price, or otherwise engage in shill bidding or artificial price manipulation.

Can I cancel my listing?

Before any valid bid has been placed, you may withdraw a listing subject to any platform rule or fee disclosed at the time. After a valid bid has been placed, you should not cancel simply because the price is lower than hoped. Cancellation should be limited to a genuine error, loss or destruction of the item, legal or safety concerns, or another reason accepted by BidZid.

What if I do not want to sell below a certain price?

Set a reserve price before bidding begins. Do not cancel an auction after bids have been placed merely because the bidding price is lower than you hoped if you chose not to set a reserve.

What are BidZid’s selling fees?

BidZid currently charges sellers an 8% Service Fee on the final item sale price unless a different fee is clearly disclosed before the relevant listing or transaction. Any other applicable seller charge should be disclosed before it applies.

Who is responsible for taxes and eTIMS?

Each seller remains responsible for the taxes that apply to their own sales, including income tax, VAT, turnover tax or other obligations where applicable. BidZid may issue an eTIMS invoice for its own Service Fee and may facilitate other invoicing where legally authorised and technically enabled, but the seller remains responsible for the tax treatment and accuracy of the underlying sale.

When do seller funds become available?

Seventy-two (72) hours after successful buyer payment, the seller’s proceeds, less the applicable BidZid Service Fee, may become available for the seller to request withdrawal. This happens based on payment time, not delivery time.

BidZid then reviews the request and ordinarily confirms delivery or collection before approval. Confirm Receipt is the preferred evidence where a shipment was created, but tracking, written confirmation, proof of handover, direct buyer verification or other reliable evidence may also be used. The Seller must also mark the order as completed.

What is the difference between release and payout?

There are three separate stages:

Withdrawal Eligibility is when the balance becomes available to request withdrawal, normally 72 hours after buyer payment.

Payout Approval is when BidZid is reasonably satisfied that delivery or collection has occurred and no known issue requires the request to remain pending.

Payout is the actual transfer to the seller’s verified bank or mobile-money destination.

How do I withdraw my earnings?

Once your balance becomes eligible after the 72-hour payment period, use the Withdraw option in your Vendor Dashboard and submit a request to your verified bank or mobile-money destination.

Submitting the request does not mean it has been approved. Keep the order or shipment status accurate and mark it Delivered and Completed only after actual delivery. BidZid may require re-verification if payout details change or if there is a security or compliance concern.

How long does a payout take?

BidZid will use reasonable efforts to initiate approved payouts through its normal processing cycle, but the final arrival time can depend on Paystack, the receiving bank or mobile-money provider, payment-network cut-offs, weekends, public holidays, verification requirements and technical outages.

Does the 72-hour point mean the seller has already been paid?

No. At 72 hours after payment, the seller may only become eligible to request withdrawal. BidZid still reviews the request and ordinarily verifies delivery or collection before payout approval.

BidZid does not promise to wait the full 48-hour Buyer Protection period before approving payout, but a valid claim reported within 48 hours of delivery can still be reviewed even if payout has already occurred.

What can be deducted from a seller payout?

BidZid deducts the applicable Service Fee before payout and may also deduct or set off properly due refunds, chargebacks, payment reversals, unrecoverable payment-provider fees, required taxes or statutory deductions, or other amounts arising from a seller’s breach where permitted by law and the Terms.

What if a refund or chargeback creates a negative seller balance?

If refunds, reversals, fees or chargebacks are greater than the seller’s available balance, the account may show a negative balance. BidZid may set this off against future proceeds or request repayment where permitted by law.

Can I close my seller account while funds or disputes are outstanding?

You can request account closure, but closure does not cancel completed sales, open disputes, refunds, chargebacks, tax obligations or amounts owed to BidZid, and it does not require BidZid to approve a pending withdrawal. Any remaining eligible balance may be paid after delivery status, verification, dispute and other lawful checks are completed.

Why might BidZid restrict or suspend an account?

BidZid may warn, restrict or suspend an account, listing, bidding privilege, wallet access or payout where reasonably necessary to investigate suspected fraud, protect users, enforce the policies, deal with a chargeback, comply with law or a payment-provider requirement, or address a material breach.

Can buyers and sellers take a transaction off BidZid?

You must not use BidZid mainly to find another user and then deliberately bypass the platform’s fees, payment controls, identity checks or transaction process. Going off-platform can also mean losing access to BidZid’s Transaction Hold and buyer-protection process.

Can I leave a review?

Where reviews are available, they should reflect a genuine transaction or experience. Reviews must not be knowingly false, defamatory, threatening, discriminatory, unlawful, extortionate or used to manipulate another user.

Does a rating, verification badge or recommendation guarantee an item or seller?

No. Ratings, reviews, verification measures and product recommendations are tools to help you use the marketplace, but they are not guarantees of identity, authenticity, quality, suitability, solvency or future conduct.

What personal information does BidZid collect?

Depending on how you use the platform, BidZid may collect account and contact details, bid and transaction history, delivery information, payment references, device and usage information, communications, and seller KYC or payout information. Please see the Privacy Policy for the complete details.

Does BidZid use my data for marketing?

BidZid may send optional promotional communications or personalised recommendations where permitted and, where required, with your consent. Transactional messages such as auction, payment, order, security and support notifications are different from optional marketing.

Can I ask BidZid to access, correct or delete my data?

Yes. Kenyan data-protection law gives individuals rights that may include access, correction, erasure, restriction, objection, portability and withdrawal of consent, subject to legal limits and record-retention obligations. Privacy requests can be sent to support@bidzid.app.

How do I contact BidZid Support?

For transaction problems, bidding issues, account security, returns, refunds, payouts or complaints, contact support@bidzid.app. For general enquiries, contact info@bidzid.app.

What should I include when contacting support about a transaction?

Include your order or listing reference, a clear description of the issue, relevant dates, and any useful evidence such as photographs, video, delivery records, payment details or communications. Never send full card numbers or card security codes.

What if I am not satisfied with BidZid’s response?

We encourage users to first try to resolve the issue through BidZid Support. Nothing in the BidZid policies prevents you from using a court, tribunal, regulator or other lawful complaint process where the matter falls within that body’s jurisdiction.