Refunds and Disputes

1. Start a request

Request a refund from your Dropp receipt where available, or open Profile → Support. Include the transaction reference, date, amount, seller, issue and relevant evidence. Guest buyers need a verified monitored contact route before this draft becomes effective; do not disclose card details or payment OTPs in evidence.

2. Consumer rights and the sales hold

An in-app refund request begins review and does not itself reverse payment. The 24-hour product-sales hold is not a deadline for statutory rights. Non-delivery, defective or misdescribed supplies and other qualifying claims must be assessed under applicable law. Seller approval is not a condition of a remedy required by law.

Digital access does not automatically remove all refund rights. Claims must consider delivery, description, use, any lawful prior disclosure and applicable consumer law. The sales hold is neither escrow nor a guarantee of repayment.

3. Decisions and refund destination

The decision should explain its basis, approved amount, destination and expected processing time. No fixed processing deadline or original-payment-method refund capability is promised until verified. A wallet credit must not replace a refund legally due through another method without a lawful basis or the customer's agreement.

Payment failures, duplicates and bank cash-out issues require provider verification. Bank/card disputes remain subject to provider rules and legal rights. Avoid pursuing duplicate recovery for the same loss; an open dispute does not waive your lawful remedies.

4. Review and escalation

If dissatisfied, request a review with the original reference. You may use available provider, FCCPC, court or other lawful remedies. Nothing in this draft prevents complaints outside Dropp or limits non-excludable rights.