Qloxet

1. Rental booking cancellations

If you cancel a confirmed rental booking:

72 hours or more before the rental start time: full refund of the rental fee, minus payment processing costs. Security deposit is always returned in full.
24 to 72 hours before: 50% refund of the rental fee. Security deposit is returned in full.
Less than 24 hours before, or a no-show: the rental fee is non-refundable. Security deposit is returned in full unless the item was not made available for return.

If the owner cancels a confirmed booking for any reason, the renter receives a 100% refund of the rental fee and the full security deposit.

2. Security deposits

Security deposits are held in escrow, not in the owner's wallet, for the duration of the rental. Once the item is returned and the owner confirms its condition, the deposit is released to the renter automatically within 48 hours if no dispute is raised. If the owner reports damage, they must open a dispute within 72 hours of the item's return with supporting evidence; the deposit remains in escrow until the dispute is resolved.

3. Shop order refunds

You may request a refund on a shop order if the item does not arrive, arrives significantly different from its listing description, or arrives damaged or faulty. Refund requests must be raised within 48 hours of delivery confirmation, with photos where relevant. Approved refunds are issued to your Qloxet wallet, or to your original payment method on request.

Change-of-mind returns are accepted only where the seller's listing states they accept them, and the item is unused and returned in its original packaging.

4. Delivery fee refunds

If a delivery partner fails to complete an accepted delivery job, the delivery fee is refunded in full. If a delivery is delayed but completed, delivery fees are non-refundable unless the delay caused a verifiable loss, reviewed case by case.

5. Disputes

Either party to a booking or order can open a dispute within 72 hours of the incident (damage, non-delivery, item not as described, and similar issues). Our trust and safety team reviews the evidence provided by both parties and resolves disputes within 7 working days. The outcome of a dispute may include a full refund, a partial refund, or release of funds to the other party.

6. Non-refundable items and fees

Qloxet's platform commission on a completed transaction is non-refundable once a booking or order has been fulfilled. Promotional or listing-boost fees paid to increase a listing's visibility are non-refundable once the promotion has started.

7. How refunds are processed

All approved refunds are credited to your Qloxet wallet immediately. From your wallet, you can use the balance for a future booking or purchase, or request a withdrawal.

Withdrawal method	Processing time
Qloxet Wallet balance	Instant
Bank transfer (NGN)	1 to 3 working days
Card refund (where applicable)	5 to 10 working days

8. How to request a refund

Open the relevant booking or order from your dashboard and select "Report an issue" or "Open a dispute," or contact support@qloxet.ng with your booking or order reference, a description of the issue, and any supporting photos.

9. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be announced in-app or by email before they take effect, and will not apply retroactively to bookings or orders made before the change.