Buyer protection and disputes

Draft for lawyer review. ⚖️ Confirm alignment with Namibian consumer protection requirements.

Pilot stage: meet-up and pay in person

When you pay the seller in person, your protection is checking the item before you pay.

1. Meet at the safe spot you booked in the app, during daylight.
2. Check the item: size, condition, flaws, label.
3. Only when you're happy, pay the seller and read out your meet-up code.
4. If the item isn't what was listed, don't pay and don't share the code. Tap "Report a problem" on the order.

Rehang can't refund payments made in person. We can act against sellers who mislead buyers, from strikes up to bans.

After held payments launch

When you pay in the app, Rehang's payment partner holds your money until you confirm the item is as described.

You're covered if

Problem	Covered
Item never arrived, or the seller didn't show up	✓ Full refund
Wrong item sent	✓
Item significantly not as described (wrong size, undisclosed damage, wrong brand, condition clearly worse than the grade)	✓
Counterfeit sold as genuine	✓

You're not covered if

• You changed your mind, or it doesn't fit even though the listed size was correct
• You paid outside Rehang
• The flaw was shown or described in the listing
• You confirmed the order as OK, or the 48-hour window passed

How to open a dispute

1. Within 48 hours of delivery or meet-up, tap "Something's wrong" on the order.
2. Choose a reason and upload at least 2 clear photos.
3. The seller has 48 hours to respond.
4. A moderator decides within 3 working days:
   • Full refund: you return the item. The seller pays for return delivery if they were at fault.
   • Partial refund: you keep the item and get part of your money back.
   • Release: the seller is paid.
5. Both of you can still leave a rating.

The buyer protection fee (N$[5] per paid order) pays for this service. It isn't refunded unless the order is refunded in full.

Misuse

Repeated false disputes lead to strikes and can lead to losing buyer protection.