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Refund Policy

Last updated: June 2026

🔒 How Escrow Protects You

All payments on myOGF go into escrow — held securely by Paystack — and are only released to the seller after the buyer confirms delivery. This means if something goes wrong, your money is protected.

1. Eligible Refund Scenarios

You are entitled to a full refund (returned from escrow) if:

  • The seller does not deliver within the agreed delivery timeframe
  • Goods received are significantly different from the listing description (wrong produce, wrong quantity, wrong grade)
  • Goods arrive spoiled or unfit for use and this is documented with photo evidence
  • The seller cancels the order after payment has been made
  • A technical error causes a duplicate payment

2. Non-Refundable Situations

Refunds will not be granted if:

  • The buyer confirmed delivery and then raises a complaint (confirmed delivery is final)
  • The buyer changes their mind after delivery without a valid reason
  • The complaint is raised more than 48 hours after the delivery deadline
  • The listing description accurately described the goods that were delivered
  • Damage occurred after delivery due to buyer's handling

3. How to Request a Refund

  1. Do not confirm delivery if goods have not arrived or are not as described.
  2. Open the order in the myOGF app and tap "Raise a Dispute" within 48 hours of the delivery deadline.
  3. Provide photos, videos, or other evidence of the issue.
  4. Our dispute resolution team will review within 2 business days and contact both parties.
  5. If the refund is approved, funds are returned to your original payment method within 3–5 business days via Paystack.

4. Partial Refunds

In cases where part of the order is delivered satisfactorily and part is not, myOGF may issue a partial refund proportional to the undelivered or defective portion, at the discretion of our dispute resolution team.

5. Transaction Fees

myOGF platform fees are non-refundable once a transaction has been initiated. Paystack payment processing fees may be deducted from refunds in accordance with Paystack's policy. We will clearly communicate any deductions before processing.

6. Dispute Escalation

If you are unsatisfied with our dispute resolution decision, you may escalate to our senior review team by emailing disputes@myogf.com with your order number and a detailed explanation. We aim to resolve all escalations within 5 business days.

7. Contact

Refund enquiries: support@myogf.com
WhatsApp support: Available via the app