Returns and Refund Policy

Introduction

Zivva MyClassifieds is a platform that connects buyers and sellers. We do not directly handle transactions, returns, or refunds between users. However, we provide this policy to guide both buyers and sellers on best practices and our role in dispute resolution.

Buyer Protection

As a buyer on Zivva MyClassifieds, you are encouraged to:

• Inspect items thoroughly before completing any purchase
• Ask questions about the item's condition, history, and any defects
• Meet in public places for transactions
• Test items before payment when possible
• Request additional photos if needed
• Check seller ratings and reviews before making a purchase
• Use secure payment methods like M-Pesa with confirmation of receipt

If you receive an item that is significantly different from the description provided by the seller:

1. Contact the seller directly through our messaging system
2. Attempt to resolve the issue amicably
3. If unresolved, report the issue to us using the "Report Listing" button
4. Provide evidence (photos, messages) to support your claim

Seller Responsibilities

As a seller on Zivva MyClassifieds, you agree to:

• Accurately describe your items with clear photos and honest condition
• Disclose any defects or damage in the listing description
• Respond promptly to buyer inquiries
• Be transparent about pricing and any negotiability
• Meet in safe locations for transactions
• Honor your listing price unless otherwise negotiated
• Mark items as sold once the transaction is complete

Returns Process

Returns are handled directly between buyers and sellers. Zivva MyClassifieds does not facilitate or enforce returns, but we recommend the following process:

For Buyers:

1. Contact the seller within 24 hours of receiving the item
2. Explain the issue and provide photos if applicable
3. Request a return or refund based on the original listing
4. If the seller agrees, arrange for return of the item
5. Confirm receipt of refund before returning the item

For Sellers:

1. Listen to the buyer's concern objectively
2. If the item was misrepresented, consider accepting a return
3. If the buyer simply changed their mind, you are not obligated to accept a return
4. Document all communications for dispute resolution
5. If accepting a return, issue refund only after receiving the item back

Refund Policy

When Refunds May Be Appropriate:

• Item not as described: The item received differs significantly from the listing description or photos
• Damaged item: The item was damaged in a way not disclosed in the listing
• Fake/counterfeit item: The item was represented as genuine but is counterfeit
• Item not delivered: Seller fails to deliver after payment (only applicable for delivery transactions)

When Refunds May Not Be Appropriate:

• Buyer's remorse: The buyer changed their mind after purchase
• Minor discrepancies: Small differences that don't affect the item's value or function
• Normal wear and tear: Items sold as "used" showing expected signs of use
• Failure to inspect: Buyer didn't inspect before purchase when given the opportunity

Dispute Resolution

If you cannot resolve an issue directly with the other party, Zivva MyClassifieds offers the following support:

1. Report the listing/user: Use the "Report" button on any listing or user profile
2. Contact our support team: Email us at admin@zivva.co.ke with your concerns
3. Provide evidence: Include screenshots of messages, listing details, and any other relevant information
4. Allow time for investigation: Our team will review and take appropriate action within 3-5 business days

Actions we may take against policy violators:

• Warning notification to the user
• Removal of misleading listings
• Temporary suspension of account
• Permanent ban from the platform
• Reporting to relevant authorities for fraud cases

Payment Protection

Zivva MyClassifieds recommends the following payment methods for your protection:

• M-Pesa: Always confirm payment receipt before handing over items. Use the "Lipia Na M-Pesa" feature for traceable transactions.
• Cash on pickup: The safest method - inspect before paying
• Bank transfer: Verify funds have cleared before releasing items

Exceptions

The following situations are not covered under this policy:

• Items sold "as-is" where condition was clearly stated
• Transactions conducted outside of Zivva MyClassifieds messaging system
• Items that were properly described but the buyer simply changed their mind
• Items damaged after delivery
• Transactions between parties that did not use the Zivva MyClassifieds platform

Policy Updates

Zivva MyClassifieds reserves the right to modify this Returns and Refund Policy at any time. Changes will be effective immediately upon posting on this page. We encourage users to review this policy periodically to stay informed.

Continued use of the platform after any changes constitutes acceptance of the updated policy.

Questions or Concerns?

If you have questions about this Returns and Refund Policy, need assistance with a dispute, or want to report a problem:

• Email: admin@zivva.co.ke
• Phone: +254 0141329920
• Contact Form: Click here to contact us