Refund Policy

1. Introduction

This Refund Policy explains how refunds, cancellations, and billing disputes are handled when using Tovend.

Tovend provides a platform that allows sellers to display products online and lets customers select products and prepare orders to send to sellers through WhatsApp. Tovend does not directly sell the products listed by sellers.

This policy distinguishes between payments made to Tovend for its own services and payments made to individual sellers for their products.

2. Refunds for Products Purchased from Sellers

Tovend does not sell or fulfil the products displayed on seller storefronts. Product prices, availability, delivery, payment collection, returns, exchanges, and product refunds are generally handled by the individual seller.

If you have a problem with a product or an order, you should contact the seller directly to discuss a resolution.

Tovend may assist with platform-related concerns where appropriate, but it cannot guarantee a refund from a seller or resolve every dispute between a seller and a customer.

Nothing in this policy removes any rights you may have under applicable law.

3. Tovend Subscription Payments

Tovend may offer free and paid subscription plans for sellers. Paid plans may include additional features or usage limits described on the website at the time of purchase.

Before subscribing, sellers should review the plan description, price, billing period, included features, and any applicable conditions.

Refund requests for payments made directly to Tovend will be considered based on the circumstances, the subscription terms presented at purchase, and applicable law.

Factors that may be considered include:

• Duplicate or accidental charges.
• Incorrect billing amounts.
• Payments made where a subscription was not successfully activated.
• Significant service issues that prevented access to a paid feature.
• Other circumstances that justify a refund under applicable law.

Submitting a refund request does not automatically guarantee approval.

4. Subscription Cancellation

Sellers may cancel a paid subscription using the cancellation option provided in their account, where available, or by contacting Tovend support.

Unless the applicable plan terms state otherwise, cancellation stops future renewals but does not automatically refund a payment already made.

Access to paid features may continue until the end of the current billing period or may end earlier if stated in the applicable subscription terms.

If you cannot cancel through your account, contact Tovend support before your next renewal date where possible.

5. How to Request a Refund from Tovend

To request a refund for a Tovend subscription or billing issue, contact Tovend using the support email published on the website.

Include the following information where available:

• The email address associated with your Tovend account.
• The date and amount of the payment.
• The payment reference or transaction ID.
• A brief explanation of the issue.
• Relevant supporting information, if available.

Please do not send passwords, card PINs, one-time passwords, or other sensitive authentication details.

Tovend may request additional information reasonably needed to review the request.

6. Review and Processing

Tovend will review refund requests individually and may contact you for clarification.

If a refund is approved, it will generally be processed through the original payment method or payment provider where possible. The time it takes for the funds to appear in your account may depend on the payment provider or financial institution.

Tovend cannot guarantee a specific processing time unless one is expressly stated in the applicable terms or required by law.

7. Payment Providers and Disputed Transactions

Payments may be processed by third-party payment providers. Their processing rules and procedures may affect how refunds are handled.

If you notice an unauthorised transaction, contact Tovend support and your payment provider promptly. You may also have rights to dispute a transaction through your bank or payment provider.

Please contact Tovend first where appropriate so that we can investigate a billing issue.

8. Promotional Offers

Free trials, discounts, promotional subscriptions, and special offers may have additional terms. Any refund or cancellation conditions specific to an offer will be disclosed when the offer is presented.

Promotional benefits may end when the offer expires or when the associated subscription is cancelled, as specified in the offer terms.

9. Changes to This Policy

Tovend may update this Refund Policy as its services and subscription plans evolve. Updates will be published on this page with a revised “Last updated” date.

Changes will not remove rights that cannot legally be excluded.

10. Contact

For refund requests, billing questions, or subscription cancellation assistance:

Service: Tovend

Website: https://tovend.lovable.app

Support email: support@tovend.app