Refunds & Returns Policy

Effective date: June 18, 2026  ·  Last updated: June 18, 2026  ·  Replaces all previous versions

This Refunds and Returns Policy covers four transaction types on AADOPS: subscription payments, wallet top-ups, marketplace transactions, and agent fees. The rules differ for each.

Part A  Subscription and Module Addon Refunds

A1. General Rule — Non-Refundable

All subscription fees and module addon fees paid to Affitrage Ltd are non-refundable as a general rule. When you subscribe or activate an addon, you receive immediate access to the full feature set for the entire billing period.

A2. Circumstances Where a Refund Is Available

• Billing error — charged the wrong amount, charged twice, or charged after cancellation. Full refund within 10 business days of confirmed verification.
• Free trial charge — if charged during a free trial period before the trial ended. Full refund within 10 business days.
• Affitrage-initiated termination without cause — if Affitrage Ltd terminates your account for reasons unrelated to a breach of Terms, the unused portion of the current billing period is refunded on a pro-rated daily basis.
• Extended Platform unavailability — if AADOPS is wholly unavailable for more than 72 consecutive hours due to a fault on Affitrage's side (excluding scheduled maintenance, force majeure, and third-party outages), you may request a credit for the affected period. Credits apply to the next billing cycle; they are not paid out as cash.

No refund is available for: change of mind; failure to use features; not reading plan details before subscribing; business closure; or any other reason not listed above.

A3. How to Request a Subscription Refund

Email support@aadops.com with subject "Subscription Refund Request". Include: your registered email; the Flutterwave transaction reference (visible in Settings → Subscription → Billing history); and the reason for your request. We respond within 5 business days. Approved refunds are processed via Flutterwave and typically arrive within 3 to 10 business days.

A4. Cancellation Is Not a Refund Request

Cancelling your subscription ends future charges and downgrades your account to Starter at the end of the current billing period. Cancellation does not entitle you to a refund of fees already paid.

Part B  Wallet Top-up Refunds

B1. General Rule

Wallet top-ups are generally non-refundable once credited. Your wallet balance is a Platform credit only — not a bank account and not redeemable for cash on demand.

B2. Circumstances Where a Wallet Refund May Be Available

• Accidental top-up — contact us within 24 hours. Where the full amount remains unused, Affitrage Ltd may at its discretion refund to your payment method within 10 business days.
• Failed transaction charged — if Flutterwave charges your method for a top-up that never credits to your wallet, contact us within 5 business days with the transaction reference.
• Account closure by user — available wallet balance (excluding locked AAD funds) may be refunded to your registered bank account subject to identity verification and up to 10 business days processing.

Wallet balances are NOT refundable where: the account is suspended or terminated for breach of Terms; amounts are locked in active AAD bids; or funds have been used for subscriptions or addons.

Part C  Marketplace Returns and Refunds

C1. Affitrage Ltd's Role

Affitrage Ltd is a platform intermediary only. Marketplace transactions are between independent buyers and sellers. Affitrage Ltd facilitates escrow and provides dispute resolution. Affitrage Ltd is not the seller of any marketplace goods.

C2. The Escrow Window — Buyers Must Act Before Escrow Releases

All marketplace refund rights depend on raising a dispute BEFORE escrow is released. Escrow releases when: the buyer manually confirms delivery, OR 72 hours pass after a registered logistics provider marks delivery complete without the buyer confirming or raising a dispute. Once escrow releases, Affitrage Ltd cannot reverse it. Do not confirm delivery if you have a dispute.

C3. Valid Grounds for a Marketplace Dispute

• Goods not delivered at all
• Goods significantly different from the listing description
• Quantity delivered materially less than ordered (agricultural tolerance: up to 5% shortfall is acceptable)
• Goods arrived damaged in transit through no fault of the buyer (photographic evidence required at delivery)

Invalid grounds: change of mind; price dissatisfaction after purchase; minor variations within industry tolerance; dispute raised after escrow has already released.

C4. Dispute Process

1. Open the relevant order and select "Raise Dispute" before escrow releases
2. Describe the problem clearly and upload photographic or documentary evidence
3. Affitrage Ltd notifies the seller and freezes the escrow
4. Both parties have 5 business days to submit additional evidence
5. Affitrage Ltd issues a determination within 10 business days
6. Determination is implemented: escrow released to seller, refunded to buyer, or split proportionally

Affitrage Ltd determination is final and binding as a condition of using the marketplace.

C5. Dispute Outcomes

C6. After Escrow Is Released

Once escrow releases and an order is marked Completed, the transaction is settled. Affitrage Ltd cannot reverse a completed escrow release for any reason. Post-completion returns are direct arrangements between buyer and seller only.

Part D  AAD Partner Programme Refund Rules

D1. Earnest Deposits — Non-Refundable on Forfeiture

Earnest deposits are non-refundable if forfeited. Forfeiture occurs where, at the time of allotment, your available wallet balance is insufficient to cover the remaining balance due on allotted units. Forfeiture is automatic and irreversible. No refund, credit, or compensation is issued for forfeited earnest deposits under any circumstances.

D2. Earnest Deposits — Returned on Bid Rejection

If your bid is rejected or receives only partial allotment, the earnest deposit relating to unallotted units is returned to your AADOPS wallet automatically. This is a wallet credit, not a payment method refund.

D3. Pool Distributions

Monthly pool distribution amounts depend on actual platform subscription revenue and are not guaranteed. Distribution calculation disputes must be raised within 30 days of the relevant distribution by emailing support@aadops.com. No refund or compensation is available for distribution amounts a partner considers inadequate.

D4. Tranche Refunds at Term End

Partners who elect the "refund" transition preference receive a wallet credit of units_held × original_price_per_unit at tranche end. This is a wallet credit only — not a bank payment.

Part E  Agent Fee Refunds

E1. Support Agent Engagement Fees

Support Agent engagement fees deducted from the tenant wallet on session completion are generally non-refundable. Refund requests may be submitted within 10 business days of the charge where: the agent accessed modules beyond their approved scope in a way demonstrably harmful to the tenant; or the fee was charged in error before any session activity occurred. Email support@aadops.com with the session reference. Affitrage Ltd's determination of agent fee disputes is final.

E2. Sales Agent Commissions

Sales Agent commissions are wallet credits, not subscription refunds. Commissions are not refundable to the referring agent where the referred subscriber subsequently cancels, defaults, or is terminated for breach of Terms.

Contact  Refund Requests