Most recent amendment: August 2026
This Returns, Refunds and Buyer Protection Policy (“Policy”) explains the BidZid Guarantee, the procedure for reporting a transaction problem, the evidence that may be required, the return process and how refunds are administered. It forms part of the BidZid Terms and Conditions and should be read together with those Terms and the Privacy Policy.
| Item | Details |
| Platform Operator | Bidzid Technologies Limited |
| Applies To | Eligible Auction and Buy It Now transactions completed through BidZid |
| BidZid Guarantee Window | 48 hours from actual delivery/collection or a delivery event reasonably established by BidZid |
| Seller Withdrawal & Payout Control | Seller proceeds may become eligible for a withdrawal request 72 hours after Buyer payment. Payout is not automatic. BidZid ordinarily verifies delivery/collection before approval. The 48-hour BidZid Guarantee is a separate reporting window from delivery/collection and is not a guaranteed 48-hour payout freeze. |
| Typical Covered Problems | Non-delivery; materially not as described; material undisclosed damage; item materially non-functional where represented as functional; counterfeit or materially misrepresented item |
| Buyer Remorse | Not ordinarily covered for completed Auction purchases; may be accepted if the Seller’s disclosed policy allows it or applicable law requires it |
| Return Shipping | Seller bears reasonable return cost for a substantiated Seller-fault claim; Buyer ordinarily bears cost of a voluntary remorse return |
| Support | support@bidzid.app |
1. SCOPE AND RELATIONSHIP WITH STATUTORY RIGHTS
BidZid facilitates transactions between independent Sellers and Buyers. Unless BidZid is expressly identified as the Seller, the Seller is the supplier of the item and is responsible for the item’s title, authenticity, condition, quality, description, lawful sale and any mandatory warranties or remedies.
The BidZid Guarantee is a contractual platform protection mechanism administered by BidZid alongside its control over Seller withdrawal approval and payout. A Seller may become technically eligible to request withdrawal seventy-two (72) hours after Buyer payment, but this does not mean the Seller has been paid or that BidZid must approve the request. The Guarantee gives an eligible Buyer forty-eight (48) hours after actual delivery or collection to report a covered problem. It is a reporting and dispute-support window; it is not a promise that BidZid will hold every Seller payout for the full 48 hours after delivery. The Guarantee is additional to, and does not replace or extinguish, any non-waivable right or remedy a Buyer may have against a Seller under the Consumer Protection Act, Sale of Goods Act, Competition Act or other applicable law.
2. NATURE AND FINALITY OF AUCTION PURCHASES
Before an Auction sale is complete, a bidder may retract a Bid as permitted by applicable law and the BidZid Terms and Conditions. Once the Auction sale is complete, the winning Buyer and Seller are bound by the resulting contract of sale, subject to this Policy and any mandatory legal right of cancellation, rejection, refund or other remedy.
A change of mind, finding the same item at a lower price, bidding more than intended where the Bid was not retracted before completion, or deciding that the item is no longer wanted does not by itself create a BidZid Guarantee claim after a completed Auction. A Seller may voluntarily offer a broader change-of-mind return policy, which will apply according to the terms clearly disclosed in the Listing and applicable law.
3. THE BIDZID GUARANTEE
Subject to this Policy, an eligible Buyer may request BidZid’s assistance where the Buyer reasonably establishes one of the following problems:
- Non-delivery: the item was not delivered or made available for collection as agreed;
- Materially not as described: the item materially differs from the Listing in a way that would reasonably affect a purchasing decision;
- Undisclosed material damage: the item arrived with material damage not disclosed in the Listing and not caused after delivery by the Buyer;
- Non-functional item: the item was represented as functional but is materially non-functional on receipt, excluding a fault that was clearly disclosed;
- Counterfeit or authenticity misrepresentation: reliable evidence indicates the item is counterfeit or materially misrepresented as to authenticity, brand, origin or model; or
- Wrong or incomplete item: a materially different item was delivered or essential components expressly included in the Listing are missing.
Coverage may be refused where the claim falls within an exclusion below, the Buyer materially fails to cooperate with the investigation, reliable evidence does not support the claim, or the claim is fraudulent or abusive.
4. CLAIMS GENERALLY NOT COVERED BY THE BIDZID GUARANTEE
Unless applicable law requires otherwise or the Seller expressly offers broader protection, the BidZid Guarantee does not ordinarily cover:
- buyer remorse or a simple change of mind after a completed Auction;
- defects, wear, damage, alterations or missing components clearly disclosed in the Listing before purchase;
- normal wear reasonably consistent with the item’s disclosed age and used condition;
- damage caused by the Buyer after delivery, improper installation, misuse, unauthorised repair or failure to follow reasonable instructions;
- aesthetic differences that are immaterial and reasonably attributable to lighting, screen display or ordinary photographic variation;
- items clearly sold for parts, repair, salvage or on an “as-is/sold as seen” basis, but only to the extent the disclosed condition is accurate and applicable law permits the limitation;
- digital or intangible items where return is not reasonably possible after delivery, to the extent applicable law permits; or
- a transaction completed outside the BidZid payment and transaction process.
5. 48-HOUR PLATFORM CLAIM WINDOW
To use BidZid’s administrative dispute process under the BidZid Guarantee, a Buyer must report an eligible problem within forty-eight (48) hours after actual delivery or collection, or after a delivery event reasonably established by BidZid from available evidence.
For a non-delivery claim, the Buyer should report the problem promptly after the Seller or carrier marks the item delivered or after the agreed delivery period expires, whichever is relevant. BidZid may adjust the starting point where tracking is inaccurate, delivery was falsely marked, or other reliable evidence establishes a different actual delivery time.
BidZid may approve a Seller’s withdrawal request once delivery or collection has been reasonably confirmed and there is no known problem requiring further review, even if the 48-hour BidZid Guarantee reporting period has not yet fully expired. Delivery may be established through the Buyer’s Confirm Receipt action where available, carrier or tracking records, written Buyer confirmation, proof of collection or handover, direct verification by BidZid with the Buyer, or other reliable evidence. If an eligible BidZid Guarantee claim is subsequently opened within the 48-hour window after payout has already occurred, the Seller remains responsible for the transaction and BidZid may seek repayment or set off the relevant amount against future Seller proceeds to the extent permitted by the Terms and applicable law. Payout does not extinguish non-waivable rights the Buyer may have directly against the Seller.
6. HOW TO REPORT A PROBLEM
The Buyer should first use the Platform’s available transaction or “Contact Seller” tools and should also open a BidZid support case within the 48-hour window to use the BidZid Guarantee process. The report should identify the order or Listing and describe the problem clearly. Where payout is still pending, BidZid may keep it unapproved while the issue is reviewed; where payout has already occurred, the claim may still be administered in accordance with this Policy.
BidZid may request photographs, a continuous unboxing video, delivery or collection evidence, serial numbers, authenticity evidence, repair or inspection reports, communications with the Seller and any other information reasonably relevant to the claim.
7. UNBOXING VIDEO AND OTHER EVIDENCE
For shipped items, Buyers are strongly encouraged to record a continuous, unedited unboxing video where reasonably practicable. The video should show the shipping label or package identifier, the package in its sealed condition before opening, the opening process and the initial condition and contents of the item.
An unboxing video is particularly important for claims involving missing items, swap allegations, transit damage, physical condition or counterfeit substitution. Failure to provide an available and reasonably expected unboxing video may materially weaken a claim and may result in refusal where the remaining evidence is insufficient. BidZid will not treat the absence of a video as conclusive where other reliable evidence establishes the claim or where applicable law requires a remedy.
Evidence must not be altered, fabricated or misleading. BidZid may compare serial numbers, metadata, listing photographs, delivery records and transaction communications where reasonably necessary.
8. SELLER RESPONSE AND INVESTIGATION
When a dispute is opened, BidZid may notify the Seller and request a response and supporting evidence. Both parties must cooperate promptly and honestly. If the Seller has already submitted a withdrawal request that has not yet been approved, BidZid may keep it pending or otherwise withhold the relevant unpaid Seller balance while the matter is reviewed. If payout has already occurred, BidZid may administer the claim under this Policy and may recover or set off the corresponding Seller amount where permitted.
BidZid may consider the Listing, disclosed defects, item photographs, communications, delivery records, unboxing evidence, serial or model numbers, expert or repair evidence, the parties’ transaction history and any other reliable information. BidZid is not required to accept unsupported assertions from either party.
9. RETURN AUTHORISATION AND RETURN PROCESS
Where BidZid determines that return of the item is appropriate, the Buyer must follow the return instructions communicated for the dispute. The Buyer must not deliberately dispose of, materially alter or damage the item while a return claim is pending, except where necessary for safety or to prevent further loss.
Unless otherwise agreed, a returned item must include the item and accessories, components, documents and packaging received, subject to reasonable handling required to inspect or test the item. The Buyer should use a traceable return method and retain proof of dispatch and delivery.
The Seller must provide reasonable cooperation, including a usable return address or collection arrangement. A Seller may not frustrate an approved return by refusing delivery or withholding information required to complete the return.
10. CONDITION OF RETURNED ITEMS AND DIMINUTION IN VALUE
A Buyer is responsible for loss in value caused by use or damage beyond what was reasonably necessary to inspect, test or establish the reported problem. Any deduction from a refund must reflect actual and reasonably evidenced diminution in value and must comply with applicable law. An arbitrary or punitive deduction is not permitted.
If BidZid reasonably establishes that a Buyer returned a different item, substituted a counterfeit item, removed components, falsified evidence or intentionally damaged the item, the refund may be refused, the Account may be suspended or terminated, and BidZid may preserve or disclose evidence where lawfully required for investigation or enforcement.
11. RETURN SHIPPING AND RELATED COSTS
For a substantiated claim caused by Seller fault, such as material misdescription, counterfeit goods, undisclosed material damage or a wrong item, the Seller is responsible for the reasonable cost of return shipping or collection, unless applicable law requires a different result.
For a voluntary buyer-remorse return accepted under a Seller’s disclosed policy, the Buyer ordinarily bears the return shipping cost unless the Seller agrees otherwise.
BidZid may require reasonable evidence of return cost before charging or reimbursing it. Premium, expedited or unusually expensive return methods are not recoverable unless reasonably necessary or agreed in advance.
12. REFUND AMOUNTS
Where a full refund is approved for Seller fault, the Buyer will ordinarily receive the refundable item amount paid through BidZid and any other amount that applicable law requires to be refunded. BidZid’s 8% Service Fee is charged to the Seller and is not deducted from a Buyer’s approved item refund merely because BidZid has charged the Seller a commission.
BidZid may retain or charge the Seller the Service Fee, unrecoverable payment-provider cost or other amount arising from a refund caused by Seller breach or error, to the extent disclosed in the Seller terms and permitted by law.
Where only part of the goods or value is affected and the parties agree, or BidZid reasonably determines under the Platform process that a partial refund is appropriate, a partial refund may be processed without requiring a full return.
13. REFUND METHOD AND PROCESSING
Approved refunds will ordinarily be returned through the original payment channel where technically possible. Refund processing time may depend on Paystack, the Buyer’s bank or mobile-money provider, weekends, public holidays and other payment-network factors outside BidZid’s direct control.
A Buyer must not obtain duplicate recovery for the same loss. If a chargeback, bank reversal, insurer payment or other reimbursement has already been received, BidZid may take that into account when administering a refund.
14. COUNTERFEIT, STOLEN AND UNLAWFUL GOODS
BidZid does not permit counterfeit, stolen or otherwise unlawful goods. Where credible evidence raises such a concern, BidZid may suspend the Listing or Account, hold funds, require authenticity or ownership evidence, preserve transaction information and take other reasonable protective action. Information may be disclosed to competent authorities where required or permitted by law and the Privacy Policy.
A Buyer should not return an item in a manner that would itself be unlawful or unsafe. BidZid may provide case-specific instructions where the item is alleged to be illegal, dangerous or subject to seizure.
15. CHARGEBACKS AND PAYMENT DISPUTES
A Buyer should use the BidZid dispute process before initiating a payment chargeback where reasonably possible. A chargeback does not automatically determine the merits of a Buyer-Seller dispute. BidZid may provide transaction records to the payment provider and may hold or recover corresponding Seller funds while a chargeback is pending.
Fraudulent or abusive chargebacks may result in Account restrictions and recovery of properly due amounts, subject to applicable law.
16. BIDZID ADMINISTRATIVE DETERMINATION
BidZid’s role in a dispute is to determine, on the information reasonably available, how any pending withdrawal request, payout approval, retained Seller balance, post-payout recovery and Platform refund process will be administered. This is an internal marketplace determination and is not a formal arbitration award unless the parties separately agree in writing to arbitration under applicable law.
BidZid may request further information, revise a determination where material new evidence becomes available, or facilitate a settlement between the parties. A Platform determination does not prevent either party from pursuing a lawful remedy before a competent court, tribunal, regulator or other authority.
17. SELLER RESPONSIBILITIES AFTER PAYOUT
Approval and payout of Seller funds by BidZid do not relieve a Seller from warranties, consumer-protection obligations, fraud liability, title obligations or other duties that continue under the sale contract or applicable law. Where a valid claim arises after payout and BidZid is legally or contractually required to refund the Buyer, BidZid may recover the corresponding amount from the Seller or set it off against future payouts to the extent permitted by law.
18. ABUSE OF THE RETURNS PROCESS
BidZid may restrict returns, suspend an Account or require additional verification where there is reliable evidence of return fraud, repeated false claims, item swapping, intentional damage, collusion or other abuse. BidZid will not restrict a User merely for exercising legitimate statutory or contractual rights.
19. CHANGES AND CONTACT
BidZid may update this Policy prospectively for legal, regulatory, security, operational or commercial reasons. A material change will be communicated by reasonable notice and will not retrospectively reduce rights attached to a transaction completed before the change, except where required by law.
Questions or disputes may be sent to support@bidzid.app. General enquiries may be sent to info@bidzid.app. Bidzid Technologies Limited is located at Shanzu Road, Westlands, Nairobi, Kenya.