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Legal

Refund and cancellation policy

Cancelling, refunds, time limits and who bears the cost · Last updated 12 October 2026

Refund and cancellation policyBizHub Food & Agriculture Marketplace · bizhub.ng

This policy applies to every order placed on BizHub Market. It forms part of both the vendor agreement and the customer terms and conditions.

C1. Money is held until delivery

  1. BizHub holds the money for an order and does not transfer it to the vendor until the customer confirms they received the order.
  2. This means a refund can be made from the money held for that order, without waiting for the vendor.

C2. Cancelling an order

  1. A customer may cancel an order at any time before it is dispatched and is refunded in full, including the delivery fee.
  2. If a vendor cannot supply an order, BizHub cancels it and the customer is refunded in full.
  3. A vendor that is not selling for a while closes its store, which hides its products so they cannot be ordered.

C3. Order not delivered

  1. If the goods are not delivered, the customer is refunded in full, including the delivery fee.
  2. An order is treated as not delivered if the customer has not confirmed receipt and the vendor cannot show that the goods were handed over.

C4. Goods damaged, spoiled or not as described

  1. The customer must check the goods before confirming that they received the order.
  2. Where goods arrive damaged, spoiled, short in quantity or materially different from the listing, the customer must report it through the marketplace within 24 hours of delivery for fresh or perishable goods, and within 48 hours for all other goods.
  3. BizHub may ask for photographs. A refund is made in full or in part depending on what was wrong, and may include the delivery fee.

C5. What is not refunded

  1. Fresh or perishable goods correctly supplied and delivered, where the customer has simply changed their mind.
  2. Goods reported after the time limits in C4.2, unless the fault could not reasonably have been seen at delivery.
  3. Problems caused by the customer giving a wrong address, being unavailable at delivery, or storing perishable goods badly after delivery.

C6. How a refund is made

  1. Refunds are made by BizHub through Monnify, to the same method the customer used at checkout. Cash refunds are not made.
  2. A refund is sent within three business days of being approved. The customer's bank may take a few days more to show it.
  3. Where the 2% transaction fee was charged, it is refunded together with the order when the order is refunded in full.

C7. Who bears the cost

  1. The vendor bears the cost of a refund caused by non-delivery, late delivery, or goods that are damaged, spoiled or not as described, including the delivery fee.
  2. Where the money for the order has already been transferred to the vendor, BizHub recovers the amount by deducting it from the vendor's later orders.

C8. Bank disputes

  1. If a customer raises a dispute with their bank instead of using this policy, BizHub will ask the vendor for the order record and delivery photograph within two business days.
  2. The vendor bears any dispute that is upheld against it, together with any fee charged by Monnify.

C9. Repeated problems

  1. A vendor with repeated non-delivery, repeated late delivery or a pattern of refunds may be suspended, which removes its products from the marketplace, or removed from BizHub Market permanently.

C10. Contact

  1. Refund requests and complaints are raised through the marketplace (My account → My orders), or by email to Info@bizhub.ng.