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Refund Policy

Refund Policy for Kezep

Last Updated: May 31, 2025

At Kezep, operated by [Your Company Name], we strive to ensure a fair and transparent experience for all users of our marketplace app (the “App”). This Refund Policy outlines the conditions under which Buyers may request refunds or returns for purchases made through Kezep and the responsibilities of Sellers in processing such requests. As Kezep is a platform that facilitates Transactions between Buyers and Sellers, this policy applies to both parties, with specific guidelines for each.

1. General Policy

Kezep acts as a marketplace platform connecting Buyers and Sellers. We are not a party to the Transactions between Users and do not directly handle returns or refunds. Refunds and returns are primarily governed by the Seller’s individual return policy, as specified in their listings or terms at the time of purchase. However, this Refund Policy sets forth general guidelines and Kezep’s role in facilitating refunds when applicable.

2. Eligibility for Refunds

Refunds may be requested under the following circumstances, subject to the Seller’s return policy and applicable laws:

  • Non-Delivery: The item or service was not delivered by the Seller within the specified timeframe.

  • Item Not as Described: The item or service received significantly differs from the description or images provided in the Seller’s listing.

  • Defective or Damaged Item: The item was received damaged, defective, or otherwise unfit for its intended purpose.

  • Cancellation Before Shipment: The Buyer canceled the order before the Seller shipped the item, if permitted by the Seller’s policy.

Refunds are not typically available for:

  • Buyer’s change of mind, unless explicitly allowed by the Seller’s return policy.

  • Digital goods or services that have been delivered or used, unless defective or not as described.

  • Items or services explicitly marked as “non-returnable” or “final sale” in the Seller’s listing.

3. Refund Process

3.1 Buyer Responsibilities

  • Contact the Seller: Buyers must first contact the Seller directly through Kezep’s messaging system to request a refund or return, providing details of the issue (e.g., photos of a damaged item or a description of the problem).

  • Timeframe: Refund requests must be submitted within [insert timeframe, e.g., 14 days] of receiving the item or service, or within the timeframe specified in the Seller’s return policy.

  • Return Shipping: If a return is required, Buyers may be responsible for return shipping costs, unless the Seller’s policy or applicable law states otherwise (e.g., the item is defective or not as described).

3.2 Seller Responsibilities

  • Sellers must clearly state their return and refund policies in their Kezep listings, including timeframes, conditions, and any restocking fees.

  • Sellers are expected to respond to refund requests promptly, typically within [insert timeframe, e.g., 3 business days].

  • If a refund is approved, Sellers must process it through Kezep’s payment system or as agreed with the Buyer.

3.3 Kezep’s Role

  • Kezep does not directly process refunds but may facilitate communication between Buyers and Sellers to resolve disputes.

  • If a Buyer and Seller cannot resolve a refund dispute, Kezep may, at its discretion, step in to mediate or escalate the issue to our dispute resolution process (see Section 5).

  • Refunds, when processed, will be issued to the original payment method used by the Buyer, subject to the policies of our third-party payment processor (e.g., [Insert Processor, e.g., Stripe, PayPal]).

4. Timeframes for Refunds

  • Processing Time: Once a Seller approves a refund, it will be processed within [insert timeframe, e.g., 5-10 business days], depending on the payment processor’s policies.

  • Delivery of Funds: Refunds may take additional time to appear in the Buyer’s account, depending on their bank or payment provider.

5. Dispute Resolution

If a Buyer and Seller cannot agree on a refund or return, either party may contact Kezep’s support team at [insert contact email] to initiate a dispute resolution process. Kezep may request evidence, such as photos, receipts, or communication records, to evaluate the claim. While we aim to assist in resolving disputes fairly, Kezep is not obligated to provide refunds or intervene in every case. Decisions made through our dispute resolution process are final.

6. Non-Refundable Fees

  • Any fees charged by Kezep (e.g., transaction fees or listing fees) are non-refundable, even if a Transaction is canceled or a refund is issued, unless otherwise required by law.

  • Buyers and Sellers are responsible for any fees charged by third-party payment processors.

7. Digital Goods and Services

Refunds for digital goods or services (e.g., downloadable content, online consultations) are subject to the Seller’s return policy. Unless the digital good or service is defective or not as described, refunds may not be available once the item has been accessed or delivered.

8. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable laws in your jurisdiction. For example:

  • In the European Union, under the Consumer Rights Directive, Buyers may have a 14-day “cooling-off” period to return goods for a full refund, subject to certain conditions.

  • In other regions, consumer protection laws may grant additional rights for refunds or returns.

If you believe your statutory rights have been violated, please contact us at [insert contact email] or seek advice from a local consumer protection agency.

9. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of material changes via the Kezep app or by email. Your continued use of Kezep after changes are posted constitutes your acceptance of the updated Refund Policy.