1. Overview
This Refund Policy explains when and how refunds are issued on AgriVesta. Refunds are closely tied to our Buyer Protection process and are processed through our licensed payment partner, IntaSend.
2. Refund Eligibility
You may be eligible for a refund where:
- The order was paid for but never delivered
- The item received materially differs from its listing description
- The item arrived damaged, defective, or unsafe
- The seller failed to fulfil an accepted Purchase Request
- A duplicate or erroneous payment was made
3. Non-Eligible Situations
- Change of mind after receiving a correctly described item
- Transactions completed or agreed off-platform
- Products explicitly listed "as-is" and received as described
- Claims filed after the applicable dispute window has closed
- Force majeure events beyond AgriVesta's or the seller's control
4. Refund Methods
Approved refunds are returned to the original M-Pesa number used for payment, processed through IntaSend. AgriVesta does not issue refunds in cash or to a different payment method than the one used to pay.
5. Refund Timelines
| Stage | Typical timeline |
|---|---|
| Dispute decision issued | 3–5 business days from filing |
| Refund initiated after decision | Within 48 hours |
| IntaSend / M-Pesa processing | Usually same day, up to 3 business days |
6. Partial Refunds
When a partial refund may apply
7. Rejected Refunds
A refund request may be rejected where the claim is not covered, no evidence is provided, or the claim is filed outside the applicable timeline.
False or exaggerated claims
8. Duplicate Payments and Payment Reversals
If you are charged more than once for the same order due to a technical error, contact support with your M-Pesa transaction codes. Verified duplicate payments are refunded in full. Payment reversals initiated by IntaSend or Safaricom for failed or erroneous transactions are handled automatically where possible.
9. Cancelled Transactions and Failed Payments
A Purchase Request that is rejected, expires, or is cancelled before payment does not result in any charge, so no refund is necessary. If an M-Pesa payment fails or times out, no funds are deducted; you may retry the payment.
10. Fraud Prevention
AgriVesta monitors refund requests for patterns of abuse, including repeated unfounded claims or chargeback fraud. Accounts found to be misusing the refund process may be suspended in line with our Terms of Service.
11. Relationship to Disputes
Most refunds arise from a dispute decision made under our Buyer Protection process. Please review that policy for the full dispute timeline and evidence requirements.