Refund Policy

1. Product Orders — Buyer & Vendor Responsibility

All product sales are transactions between buyers and vendors. Premeval is not a party to these transactions and does not hold or process payment on behalf of either party (except where Korapay online checkout is used — see Section 3).

Each vendor sets their own return and refund terms. Before purchasing, buyers are encouraged to review the vendor's store page and reach out via WhatsApp with any questions.

Order Cancellation

Buyers may request cancellation of an order before it has been confirmed or dispatched by the vendor. Cancellation requests must be made directly to the vendor via WhatsApp as soon as possible. Once an order is dispatched, the vendor's return policy applies.

Refunds on Product Orders

• Refunds for products are arranged directly between the buyer and vendor.
• Premeval does not issue refunds for product purchases made via bank transfer to a vendor.
• For orders paid online via Korapay, refund eligibility depends on the vendor's policy and must be requested through the vendor directly. Premeval will assist in facilitating communication where necessary.
• Vendors are expected to process agreed refunds within a reasonable timeframe (typically 3–7 business days).

2. Vendor Subscription Fees

Subscription fees paid to Premeval for platform access (Free or Pro plans) are governed by the following:

Non-Refundable Fees

Subscription fees are generally non-refundable once a billing period has begun. This applies to both bank transfer payments and online payments via Korapay.

Exceptions — Eligible for Refund

• Billing error: You were charged an incorrect amount or charged more than once for the same period.
• Service disruption: A prolonged platform outage (more than 72 continuous hours) caused by Premeval prevented you from using the service during a paid period.
• Duplicate payment: A technical error caused two successful payments for the same subscription cycle.

Refund requests for any of the above must be submitted within 7 days of the payment date through the Contact page, including your store name, payment reference, and a description of the issue.

Downgrade & Cancellation

You may cancel or downgrade your subscription at any time. Your access to the paid plan features continues until the end of the current billing period. No partial refunds are issued for unused days in a billing cycle.

3. Korapay Online Payments

Where buyers choose to pay for orders online using Korapay, funds are disbursed directly to the vendor's designated account. Premeval does not hold these funds at any point.

• If a payment is successful but the vendor fails to fulfil the order, the buyer should contact the vendor directly via WhatsApp first.
• If no resolution is reached, the buyer may contact Premeval support through the Contact page and we will facilitate communication with the vendor.
• For failed or duplicate Korapay charges, contact Korapay support directly — Premeval does not have access to reverse or refund Korapay transactions on your behalf.

4. Dispute Resolution

We encourage buyers and vendors to resolve disputes through direct communication via WhatsApp first. If a resolution cannot be reached:

• Either party may contact Premeval through the Contact page.
• Premeval may facilitate communication between the parties but is not obligated to mediate or adjudicate disputes.
• Repeated unresolved complaints or evidence of fraudulent activity by a vendor or buyer may result in account suspension or termination.
• Buyers may also use the in-platform report feature on a vendor's store page to flag concerns.

5. How to Request a Refund

To request a subscription refund or report a billing issue:

1. Go to the Contact page.
2. Select "Billing / Subscription Issue" as your topic.
3. Include your store name (slug), the payment date, amount, and payment reference or Korapay transaction ID.
4. Describe the issue clearly.

We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5–10 business days depending on your bank or payment provider.

6. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be announced via the platform. Continued use of Premeval after changes are posted constitutes your acceptance of the updated policy.