Refunds & Cancellations
Fresh Ekie is committed to providing transparent, secure, and fair payment services. This Refunds & Cancellations Policy explains how refund requests are assessed, processed, and resolved when using our platform. All refund decisions are made in line with applicable regulations, internal controls, and the requirements of our payment processing partners.
Refund Eligibility
Refunds may be considered where a payment was successfully made but the corresponding service was not completed, where a payment was made without a valid order reference and can be verified, or where duplicate payments were identified for the same transaction after internal verification. Refund eligibility is subject to confirmation that the transaction has not been finalized or settled.
Non-Refundable Transactions
Transactions that have been successfully completed, settled, or delivered are not eligible for refunds. Payments made using incorrect details, incorrect amounts, unverifiable proof of payment, or payments sent outside Fresh Ekie's officially approved channels are non-refundable. Refunds will also not be granted for transactions linked to misuse of the platform, policy violations, suspicious activity, or attempted fraud.
Refund Request Process
Customers requesting a refund must contact Fresh Ekie support and provide the transaction reference or order ID, valid proof of payment clearly showing the date and time, and accurate payer details. Fresh Ekie may request additional documentation where necessary to complete verification and ensure compliance with security and anti-fraud controls. Refund requests that cannot be verified will be declined.
Refund Method
Approved refunds are processed strictly through the original payment method used for the transaction. Fresh Ekie does not issue refunds to alternative accounts, wallets, or third-party payment channels. This policy is enforced to maintain transaction traceability and compliance with payment processor requirements.
Refund Timeline
Once a refund request has been approved, processing will begin promptly. The time required for funds to reflect in the customer's account depends on the payment channel, processing partner, and financial institutions involved, and may take several business days. Fresh Ekie does not control external processing timelines.
Fees and Deductions
Certain service, processing, or administrative fees incurred during transaction handling may be non-refundable. Where applicable, any deductions will be communicated clearly during the refund process and handled in accordance with platform policies.
Right to Decline Refunds
Fresh Ekie reserves the right to decline refund requests that fail verification, do not meet eligibility requirements, involve suspicious or fraudulent activity, or breach applicable laws, platform policies, or compliance obligations imposed by payment partners.
Contact Information
For refund-related questions or assistance, customers may contact Fresh Ekie through our official support channels as listed on our website. We aim to handle all refund inquiries promptly, professionally, and transparently.