Refund Policy

1. Overview

Sokoleho is a digital platform that connects customers with independent businesses offering products and services. While Sokoleho facilitates ordering, payment processing, and subscription billing, each business is responsible for fulfilling orders and providing the products or services purchased. This Refund Policy explains how refunds work for both customers and businesses.

2. For Customers — Refund Eligibility

• •The order was paid for but not delivered
• •The wrong item or service was provided
• •The item was significantly damaged or defective upon delivery
• •The service provider did not arrive or did not deliver the agreed service
• •The order was cancelled within an acceptable cancellation period set by the business

Refunds are reviewed on a case-by-case basis.

3. For Customers — Non-Refundable Situations

• •You change your mind after the order has been prepared or dispatched
• •Incorrect information (such as delivery address or contact details) was provided by the customer
• •Delivery delays caused by circumstances outside the business's control
• •Minor differences in product appearance (for example, packaging or presentation)

4. For Customers — How to Request a Refund

To request a refund, you must report the issue within 48 hours of receiving the product or after the scheduled service time. Include your order number, a description of the issue, and supporting evidence where applicable (e.g., photos). Submit requests through Sokoleho support at support@sokoleho.com or through the platform.

5. For Businesses — Subscription Cancellation & Refunds

Businesses with a monthly subscription may cancel at any time through their billing dashboard. Upon cancellation, the subscription is disabled immediately, meaning no further charges will be made. The business retains full access to their dashboard and storefront until the end of their current billing period.

• •Cancellations take effect at the end of the current billing cycle — no partial refunds are given for the remaining days
• •If a business cancels within 7 days of their first-ever subscription payment, they may be eligible for a refund of that first payment (7-day grace period). Contact support@sokoleho.com to request a grace period refund.
• •Once cancelled, the business can reactivate at any time by starting a new subscription
• •Businesses that have been subscribed for more than 7 days are not entitled to a refund of past payments, but will not be charged again after cancellation

6. For Businesses — Disputes & Chargebacks

Businesses are responsible for fulfilling orders correctly and may be held responsible for refunds where the issue was caused by the business. If a customer dispute is resolved in the customer's favour, Sokoleho reserves the right to deduct the refunded amount from future payouts to the business. Repeated disputes may result in account suspension.

7. Refund Processing

Sokoleho will review each request and may contact both the customer and the business involved. If a refund is approved, refunds are processed back to the original payment method and may take 5–10 business days to reflect, depending on the payment provider.

8. 7-Day Grace Period (Subscription Refunds)

New subscribers have a 7-day grace period from their first successful subscription payment. If you cancel within this period, you may request a full refund of that first payment. After 7 days, all subscription payments are final and non-refundable, though cancellation stops all future charges. This grace period applies to monthly plan subscriptions only and is limited to one per business.

9. Disputes

If a dispute arises between a customer and a business, Sokoleho will act as a mediator and review the information provided by both parties before making a decision.

10. Contact

If you have questions about this Refund Policy — whether you are a customer or a business owner — please contact us at support@sokoleho.com.