1. Overview

Ospery is a commerce platform that facilitates transactions between buyers and sellers. Payments are processed through licensed third-party providers including pawaPay for supported African payment flows and Stripe for global card and digital wallet flows.

Depending on the transaction flow, funds may be collected within the payment provider environment and allocated to sellers through platform-managed payout processes.

Ospery records transaction balances, commissions, and seller earnings, and facilitates seller payouts through payment provider systems. Ospery does not operate financial accounts, issue wallets, or act as a financial institution.

2. Refund request window

Buyers may request a refund within 14 days of the original transaction date. During this period, transactions may remain in a protected state before becoming eligible for seller payout. Requests submitted after the 14-day window may not be processed through the Ospery platform.

3. When buyers may request a refund

Buyers may request a refund if a product was not delivered, the delivered product significantly differs from its description, the service was not provided, or the seller agrees that a refund is appropriate.

4. Service-based and digital-adjacent transactions

Ospery supports physical products and service-based transactions, including transportation, repair, delivery, and professional services. Refunds may be considered if the service was never provided, the seller failed to appear, or the delivered service significantly differed from the agreed description.

5. How refund requests work

Buyer submits a refund request through the platform. Seller reviews the request and may approve or decline. If approved, the refund is processed through the original payment provider using the original payment method. Ospery facilitates the request and updates transaction records but does not directly issue refunds.

6. Payment provider processing

Refund timing depends on the original payment provider and the financial institutions involved. Ospery does not control provider processing times and does not issue cash payouts to buyers.

6A. Impact on seller balances and payouts

If a refund is approved during the protection period, the corresponding transaction amount is removed from the seller’s pending balance and no payout is made for that transaction.

Once the protection period has passed and a payout has been issued, the transaction is considered settled within the platform. Any further disputes may be handled directly through the payment provider in accordance with their policies.

Transactions remain in a protected state during the refund window and are only released for payout once the protection period has successfully completed.

7. Partner commission reversal and clawback

If a seller refund, chargeback, reversal, failed capture, or commission correction reduces the platform revenue associated with a partner-attributed transaction, the related partner commission may be reversed, withheld, or offset against current or future payouts.

Partner earnings are payable only on valid, settled, non-reversed Ospery revenue within the assigned territory.

8. Partner responsibilities during disputes

Partners may assist with local communication and education, but they may not promise refund outcomes, override sellers, interfere with payment-provider procedures, or offer unauthorized financial settlements on behalf of Ospery.

9. Seller responsibilities

Sellers are responsible for accurate listings, lawful trading, timely fulfillment, and responding to refund requests in good faith with enough information for the buyer and platform records to be understood.

10. Buyer responsibilities

Buyers must submit refund requests honestly and in good faith. Fraudulent refund requests, chargeback abuse, or attempts to obtain goods or services without payment may lead to account restrictions or suspension.

11. Dispute resolution

Most disputes should first be addressed directly between buyer and seller through platform messaging. Where needed, Ospery may review order records, message history, timestamps, and refund activity to determine whether platform rules were violated. Payment providers may also apply their own dispute and chargeback procedures where applicable.

12. Non-refundable situations

Requests may be declined where the request is outside the refund window, the seller clearly fulfilled the agreed service, the buyer ordered the wrong item by mistake, or the relevant conditions were clearly disclosed before purchase.

13. Unauthorized or fraudulent transactions

If a buyer believes a transaction was unauthorized, the buyer should contact the original payment provider directly. Payment providers may investigate unauthorized transactions according to their own rules and chargeback procedures.

14. Platform abuse

Ospery may investigate accounts suspected of abusing refund or dispute flows. Enforcement may include warnings, payout holds, attribution removal, temporary suspension, permanent account termination, or other protective measures.

15. Updates to this policy

Ospery may update this Refund and Dispute Policy periodically. Updated versions will be posted on this page.

16. Contact

For refund or dispute inquiries: support@ospery.app.