Return Policy and Dispute Resolution Mechanism

4.1: Complaints

4.1.1 I’ve had a problem with another user: Our principle aim is help you have fun as you discover the range of fashion experiences we have on offer at Vaqra. Help us help you keep safe by adhering to the following principles:

Keep all interaction with our users positive. Refrain from sending aggressive messages or using obscene language.
Follow our post guidelines and try not to offend other users with posts that are contrary to the Vaqra spirit of positivity and inclusivity.
Try and maintain good relations with all users-both our staff at Vaqra and other users. Do not post screenshots of dialogues with other users, or vent any anger or frustration via any means to any of our users. Failing to abide by such rules will lead to you being removed from our platform.

4.1.2 Reporting malpractice: We clearly outline the rules and regulations which we expect all users to abide by. If you see any of the following then please report it to us:

Fakes or any other prohibited item
Items with inaccurate descriptions
Buyers/Sellers/Businesses/Service Providers that ask to purchase/sell a product outside the app

You can report a post by clicking on the top right-hand corner where a number of options, including report item will be available. You can also report a user by contacting a member of our support team and submitting the “Report a User” Form.

4.2: Purchases

4.2.1 By virtue of purchasing any item from another user you enter into an exclusive and strictly bipartite contract between you and the seller that covers any and all aspects of a purchase and delivery including but not limited price, product warranty or any other relevant matter.

4.2.2 Sellers retain the right to cancel an order pre-dispatch. Upon cancellation we will aim to communicate this information to you as soon as is possible. In such situations you will be refunded your paid amount (excluding the Vaqra fee).

4.2.3 Buyers retain the right to cancel an order pre-dispatch. You may be liable for any cancellation fee the seller may incur. Given the bipartite nature of the contract you enter into when you make purchases such disputes and decisions will be resolved between the buyer and the seller only.

4.2.4 We do not make any guarantee or warranty towards the products listed on our App to be sold nor do we have any claim over them. Vaqra is neither responsible nor liable for the actions, inactions, listed items (with regards to matters including but not limited to price or quality) or errors of any seller or external party. It is not our responsibility to mediate disputes and choosing to do so is at our sole discretion. By engaging in commercial activity and by purchasing an item from another user you enter into a bipartite contract between you and the seller to which Vaqra is not party to nor hence in any way responsible or liable for.

4.2.5 There may arise certain circumstances in which due to reasons including but not limited to technical issues, inaccuracies in the listing of products which may lead to the cancellation of your order, without any prior notice, with you agreeing to indemnify and keep Vaqra fully indemnified against any losses of any kind you may sustain.

4.3: Buyer Protection

4.3.1 In order to be covered by our Buyer Protection scheme you must comply with our rules and regulations that include:

Any issues you have with a delivery must be reported within 1 hour of receiving your delivery. We will not consider complaints after this window. The burden of proof rests with buyers-you are required to provide authentic evidence supporting your claim and demonstrate that you yourself have in no way tampered with a delivery. Insufficient evidence or any suspicion that you have tampered with evidence or have falsified a claim will result in immediate and effective action, including but not limited to account suspension, legal action and a fine issued at our discretion which you are obliged to pay in full or you consent to us billing and taking from any connected account.
Any issues you have with a seller in general about service or any other aspect of your interaction with them that does not involve you wanting a refund or a complaint about the delivery itself and rather about the seller, their conduct and general service you must report within 7 days
You must always and only buy in App.
The item must be in compliance with our Terms of Use and must not be an item on the Prohibited list or a non-material item like a Ticket.

4.3.2 If you are able to provide us with sufficient evidence that the item you purchased you mis-sold to you/the description and the picture listed are significantly different to what you have been delivered/the delivered item was broken or damaged (you must prove that the item was indeed delivered in such a state. We are able to know when exactly something is delivered and so you must show that the item was delivered to you in a broken state).

4.3.3 Paying via COD: You are protected by Vaqra buyer protection. Your money will not be sent to the seller until you have said that you are satisfied with the product you have been delivered. We will hold it until we receive the ok from you. Only then will we send the money to the seller. Alternatively, if you are not happy with the product you have received you should take the following steps:

After receiving shipment, you have a 5 day period in which you have the right to complain through your buyer protection account. After this you will forfeit the right to complain via this channel.
To raise the dispute, you must fill in the dispute form and explain with supporting evidence and submit.
From the point when the dispute is raised, you will have 7 days to resolve the dispute with the seller where you can either agree and settle for a product exchange or refund
The seller may call you for clarification and resolution and both parties shall document their response over the Buyer protection portal
If the seller is able to come to an agreement with you, then both of you will be required to share your agreement and inform our buyer protection team about the decision.
If no settlement is reached between you and the seller within the 7 day period the then the case is escalated to our buyer protection dispute resolution committee and phase 2 of the resolution is initiated
The dispute resolution committee will have 7 days to investigate and shall go through the entire email thread and see the evidence to make a decision
The dispute resolution committee will come to a decision and will inform both parties on the same thread about the decision and also giving the justification for it
In the event that the seller doesn’t actively respond on the communication thread on the portal in the given time frame, the dispute will go in your favour
If the ruling is in your favour your money will be refunded to you following our reversal process
If the seller is right, you shall keep the product and the funds will be released to the seller
Delivery disputes can be raised in the same way if shipment is not received within the 5 day delivery time period
In cases where the seller notifies you initially that the shipment will take more than 5 working days then a delivery dispute can only be initiated if that timeline is not met by the seller

4.3.4 Remember that if you choose to pay via Alfapay you will incur both a Vaqra and an Alfapay transaction fee.

4.3.5 We are not responsible and cannot be held responsible or liable for the behaviour, policies, conduct, actions or inactions of any service provider including but not limited to payment providers like Alfapay listed on our platforms.

4.3.6 Paying by credit/debit card/COD: If you pay via credit or debit card you will be covered by the Vaqra protection policy, unless you act in a way that will void this agreement- with such decisions being made at the sole and absolute discretion of Vaqra. Vaqra is in no way obliged to resolve any disputes and choosing to do so is at our sole and absolute discretion. All rights are reserved. If you are not satisfied with the product then please take the following steps:

You must contact the Vaqra support team at supportcentre@vaqra.org or in settings under Need Help-I have a problem and fill in the form within 1 hour of you receiving the delivery.
You must either fill in the form and send it to us or alternatively you must in your email write to us explaining your issue and provide supporting evidence that will help substantiate your case.
We will formally respond to your complaint and tell you how to proceed.
Initially we will ask you to open up a channel of communication with the seller to try and come to a mutually beneficial conclusion.
In the interim the Vaqra support team will monitor communications and initiate our own independent investigation.
If the seller is able to come to an agreement with you, then both of you will be required to share your agreement and inform the Vaqra support team about the decision.
If no settlement is reached between you and the seller then the Vaqra support team will be responsible for helping the matter reach a conclusion.
The support team will have 7 days to investigate and shall go through the entire email thread and see the evidence in order to arrive at a decision. We are not obligated to arrive at a decision in this time frame. The 7 days stipulated is an approximate guide to how long it will take for such affairs to be investigated. We cannot be held liable in any way if it takes longer than the stated 7 days.
The support team will come to a decision and will inform both parties on the same thread about the decision and also giving the justification for it
In the event that the seller doesn’t actively respond on the communication thread on the portal in the given time frame, the dispute will go in your favour
If the ruling is in your favour your money will be refunded to you.
If the seller is right, you shall keep the product and the funds will be released to the seller
Delivery disputes can be raised in the same way if shipment is not received within the originally specified delivery time period unless and if further reasons are provided.
In cases where the seller notifies you initially that the shipment will take more than 5 working days then a delivery dispute can only be initiated if that timeline is not met by the seller

4.4: Seller Protection

4.4.1 As long as the transaction was made in app you will qualify for the Vaqra seller protection dependent on how the transaction is made by the buyer.

4.4.2 We recommend that you constantly communicate with your buyer during the shipping process. Take a picture of the item as you are packaging it. This will act as proof, in case a claim is made against you that the product was damaged or mis-sold by you. Deliberately trying to mis-sell a product/falsely advertising a product or wilfully damaging a product will lead to a suspension of your account or worse it may lead to prosecution. When you post the product you must keep your proof of tracked shipping, proof of conversation you have had with the buyer and the original listing and description you have provided. By making sure you have the right information it will help strengthen your case in case a case is filed against you. You must remember that if you do not have the correct information to defend yourself, you leave yourself vulnerable in the event that a case is filed against you and may mean that even if you are right in light of weak evidence to support your case the ruling may go against you. In such an event you will not receive payment for the product sold, although it will be returned to you.

4.4.3 Please remember that if the product is not as described and we rule against you the buyer will be asked to resend the package to you. You will also not receive any payment.

4.4.4 If the buyer has paid through COD then the following will happen:

After receiving shipment, they have a 5 day period in which they have the right to complain through their buyer protection account. After this they will forfeit the right to complain via this channel.
From the point when the dispute is raised, you will have 7 days to resolve the dispute with the buyer where you can either agree and settle for a product exchange or refund
You may call the buyer for clarification and to try resolve the issue. Both parties shall document their response over the Buyer protection portal.
If you are able to come to an agreement with the buyer, then both of you will be required to share your agreement and inform our buyer protection team about the decision.
If no settlement is reached between you and the buyer within the 7 day period then the case is escalated to the our buyer protection dispute resolution committee and phase 2 of the resolution is initiated.
The dispute resolution committee will have 7 days to investigate and shall go through the entire email thread and see the evidence to make a decision
The dispute resolution committee will come to a decision and will inform both parties on the same thread about the decision and also giving the justification for it
In the event that you don’t actively respond on the communication thread on the portal in the given time frame, the dispute will go in your favour
If the ruling is against you, the buyer will be refunded their money following our reversal process
If you are right, the buyer shall keep the product and the funds will be released to you.
Delivery disputes can be raised in the same way if shipment is not received within the 5 day delivery time period
In cases where you have notified the buyer initially that the shipment will take more than 5 working days then a delivery dispute can only be initiated if that timeline is not met by the seller

4.4.5 If the buyer pays by credit/debit card/COD then the following will happen:

The buyer will be asked to open up a channel of communication with the seller to try and come to a mutually beneficial conclusion.
In the interim the Vaqra support team will monitor communications and initiate our own independent investigation.
If you are unable to come to an agreement with the buyer, then both of you will be required to share your agreement and inform the Vaqra support team about the decision
If no settlement is reached between you and the seller within a specified period then your case is escalated such that the Vaqra support team will be responsible for helping the matter reach a conclusion.
The support team will have 7 days to investigate and shall go through the entire email and dm thread as well as any information we have otherwise been provided or collected and use this to make a decision. We are not obligated to arrive at a decision in this time frame. The 7 days stipulated is an approximate guide to how long it will take for such affairs to be investigated. We cannot be held liable in any way if it takes longer than the stated 7 days.
The support team will come to a decision and will inform both parties on the same thread about the decision and also giving the justification for it
In the event that you don’t actively respond on the communication thread on the portal in the given time frame, the dispute will go against you
If the ruling is against you then the buyer will be refunded their money.
If you are right, the buyer will be required to keep the product and the funds will be released to you
Delivery disputes can be raised in the same way if shipment is not received within the 5 day delivery time period
In cases where you have notified the buyer initially that the shipment will take more than 5 working days then a delivery dispute can only be initiated if that timeline is not met by you

4.5: Dispute Resolution Mechanism

4.5.1 Stipulated below are our customer services polices:

Make a complaint in app. Head on over to the setting page, fill in the form and submit your complaint.
You will then receive an automated email/dm confirming we have received and are currently reviewing your complaint. Attached therein will be a document explaining our customer service policies and the steps we will take to resolve your complaint. We will also provide a number for our call centre to allow you to get in touch with a member of our team to discuss your issue and offer a personalised approach on how best tackle your complaint.
We will then investigate the issue using the information provided. We may call you to ask for further clarification should we so please. We will ask you during this period to communicate via the in app messenger service to try and resolve your differences with the other party. We will give you time to try and resolve the issue before proceeding with our own investigations.
Admin will (once the group chat service is available) create a group chat with both parties to try and facilitate discussion and reach an amicable solution and to collect more information. It must be noted that everything you say will be stored and can be used as evidence against/for you.
We will then send out our decision to both parties with reasons explaining how and why we reached our conclusion.
You have a 2-hour window within which you may request an appeal of the original decision after which we will consider the matter resolved. Upon appeal the matter will be reviewed over a more protracted time period.
We are not obligated to investigate or mediate any disputes. Choosing to do so is at our sole discretion. You agree to unconditionally accept any decision we may arrive at and agree to indemnify us and keep us fully indemnified against any loss of any kind you may sustain as a consequence of any decision we make.