Refund, Cancellation & Dispute Policy

1. Scope and responsibility

This policy applies to refunds, cancellations, reversals and payment disputes for transactions processed through Cowries Money Company LTD and its associated platforms. Different products and services have different cancellation and refund terms. Read the terms presented by the platform when you make a purchase together with this policy.

A charge may appear on your statement under Cowries Money Company LTD or an applicable platform or trading descriptor. Cowries Money administers the payment, refund and dispute process for transactions processed through its payment infrastructure. The relevant platform is responsible for delivering its product or service.

Mandatory consumer rights under applicable law always take precedence over this policy or platform-specific terms.

2. When a refund may be available

Eligibility depends on the transaction, the terms of the platform and applicable law. A refund or other remedy may be considered in the following circumstances:

• A payment was duplicated, processed incorrectly or taken for a transaction that did not complete.
• A paid product or service was not delivered, was materially defective or was materially different from what was ordered.
• A cancellation qualifies under the terms shown at purchase or reservation.
• A verified technical or operational failure prevented the service from being provided.
• A transfer failed, was reversed or could not be completed.
• A refund or reversal is required by applicable law, a payment provider or a payment scheme.

3. When a refund may not be available

Changing your mind after a product has been delivered or a service has begun does not automatically entitle you to a refund where the applicable terms lawfully provide otherwise. The terms for each platform below explain common limits; your statutory rights remain unaffected.

4. Products, subscriptions and bookings

• Whitenicious — Damaged, missing, materially defective or incorrect products may qualify for a refund, replacement or other remedy. Report visible damage promptly and include photos where possible. Opened or used cosmetics may not be returnable for hygiene reasons unless defective or required by law. Follow the return instructions before sending anything back.
• Hoyeeh — Cancelling a subscription normally stops future renewals, not the current billing period. Digital access and unused subscription time may be non-refundable where permitted by law. A substantial technical failure may lead to an extension, credit, partial refund or full refund following review.
• Dashers — Cancellation before a courier accepts or starts a delivery may qualify for a refund. After dispatch, permitted delivery costs may be deducted. Charges resulting from incorrect addresses, access issues or inability to receive a delivery may not be refundable. Provider-caused failures will be reviewed.
• BUS237 — Ticket cancellation, late cancellation and no-show refunds depend on the fare conditions shown when booking. An operator cancellation or material journey change will be handled under the operator's terms and applicable law.
• WeChristians — Cancelling a membership normally stops future billing. An active period and unused time are not automatically refundable once access is provided. Duplicate, erroneous or unauthorised payments may be reviewed.
• Kang Workspace — Short-term booking refunds depend on the cancellation window shown when reserving. Late cancellations and no-shows may incur a fee or be non-refundable. Separate written terms govern longer-term arrangements, subject to law.
• Kang Consultancy — Fees may become non-refundable once research, analysis, consulting or preparation of deliverables begins, to the extent permitted by law. Cancellations before work begins and concerns about materially undelivered services are reviewed against the engagement terms.

5. Publishing and marketplace services

• PlotHop — A chapter-submission fee is generally non-refundable once a successful submission has been processed. A chapter not winning a vote or a writer changing their mind is not, by itself, grounds for a refund. Failed submissions caused by a verified platform error and duplicate charges may be reviewed. Reader purchases and completed books follow the purchase terms and applicable law; revenue-sharing rights are separate from submission fees.
• Bouloutplace — Disputes over freelance or marketplace work are reviewed against the agreed scope, milestones, delivery evidence, acceptance and the platform's dispute process. An undelivered milestone may qualify for a refund after review. Accepted work may become non-refundable except where law or the applicable terms provide otherwise.

6. GBF Send international transfers

Refunds and reversals depend on whether payment was received, whether the transfer was submitted for payout and whether the recipient was paid. Third-party payment, banking and payout providers may affect the outcome and timing.

• Before payment — A transfer request can normally be cancelled or allowed to expire; there is no refund if no funds were received.
• Paid but not submitted for payout — Cowries Money may be able to cancel and return eligible funds to the original payment method, subject to provider requirements.
• Submitted for payout — Cancellation may require a recall, reversal or return request to the payout provider. Recovery is not guaranteed.
• Successfully paid — A completed payout is generally not cancellable. A recovery may only be possible in limited cases such as an error, fraud, a provider-permitted reversal or a legal requirement.
• Failed payout — Returned funds may be refunded after reconciliation. Bank and payout-provider processing can affect timing.
• Incorrect recipient details — Check all recipient information before confirming. If the payout has completed, recovery cannot be guaranteed; Cowries Money may assist with a recall where possible.
• Compliance checks — Verification, sanctions screening, fraud controls or corridor restrictions may delay, suspend or prevent a transfer. Eligible refunds are handled according to the transaction status and applicable law.
• Exchange rates and fees — Currency conversion, provider charges, reversal costs and transaction stage may affect the amount returned where permitted. Cowries Money will explain the amount where it can be determined.

7. How to request a refund

Contact the support channel for the platform where you made the transaction, or email refunds@cowriesmoney.com. For GBF Send, include your transfer reference wherever available. To help us find and review your payment, provide:

• Your name and the email address or account identifier used.
• The transaction or transfer reference, payment date and amount.
• The product or service, the reason for the request and relevant supporting evidence.

8. Review, approval and payment method

Cowries Money or the relevant platform may review payment and delivery records, cancellation timing, platform terms, communications, supporting evidence, fraud considerations and legal or provider requirements. We may request further information.

Approved refunds are normally returned through the original payment method or applicable payment infrastructure. For security reasons, refunds are not normally sent to unrelated third-party accounts. If the original method is unavailable, an alternative may be considered in accordance with provider requirements and law.

A partial refund may be appropriate if only part of an order or service was affected or the parties agree to one. Refund processing times vary by bank, card scheme, mobile-money provider, payout provider, currency and transaction status. Approval or initiation is not a guarantee of when funds will appear in your account.

9. Duplicate, failed or unauthorised payments

If you believe you were charged twice, contact payments@cowriesmoney.com with the transaction details. A confirmed duplicate charge may be refunded to the original payment method.

A pending, failed or reversed transaction may require investigation rather than a standard refund. If your account was debited but the transaction did not complete, contact payments@cowriesmoney.com. Avoid repeating the payment while its status is being checked unless instructed otherwise.

If a payment was not authorised, notify Cowries Money and your bank, card issuer or payment provider promptly. The transaction may be investigated through the applicable payment or dispute process.

10. Complaints, disputes and chargebacks

For a service complaint or payment dispute, email complaints@cowriesmoney.com. A refund is a return of funds initiated by the merchant. A chargeback is a dispute raised through your bank or financial institution. You may contact your bank or use your applicable chargeback rights; this policy does not prevent you from doing so.

Cowries Money may review transaction, delivery and communication records and respond to a payment-provider enquiry with relevant evidence. The applicable provider or payment scheme determines the final outcome of a chargeback. A customer should not retain both a refund and a chargeback for the same amount; any prior refund may be reported to the payment provider.

Requests that appear fraudulent or abusive may be investigated. Cowries Money may suspend a relevant transaction or account during an investigation and share information with providers or authorities where required or permitted by law.

11. Records and personal information

We may retain transaction, payment, delivery, booking, communication and refund records as needed to investigate requests, respond to disputes, prevent fraud and meet legal or payment-provider obligations. Information used for a refund or dispute will be handled in accordance with applicable privacy requirements.

Never email a password, PIN, authentication code or full payment-card number when requesting help.

12. Your rights and changes to this policy

Nothing in this policy limits mandatory consumer rights, prevents you from contacting your bank or excludes liability that cannot legally be excluded. Where applicable law provides greater protection, that law prevails. Platform-specific terms may add rules for a particular purchase, subject to mandatory law.

Cowries Money may update this policy when its services, platform terms, procedures, provider requirements or applicable law change. The latest version will be published here; material changes may be notified where appropriate.