Refund and Cancellation Policy

At eMaketa, we are dedicated to delivering exceptional service and the freshest market goods through our team of experienced local marketers. Please review the following Refund & Cancellation Policy carefully before placing your order.

1. Market list Cancellations

1.1 Cancellation Window

  • You may cancel your market list at any time before our local marketer begins purchasing items on your behalf. The exact cutoff time is displayed in the eMaketa app when you review your order (“Cancellation Window”).

  • Once the marketer has started purchasing, cancellations are no longer permitted under normal circumstances (see Section 3 for exceptions).

1.2 Full Refunds

  • If you cancel within the Cancellation Window, you will receive a 100% refund of the order amount, minus any non-refundable service fees (Section 1.3).

  • Refunds are automatically initiated once you confirm cancellation; you’ll receive an email and text message notification of the refund details.

1.3 Service Fees

  • eMaketa charges a nominal service fee on each market list to cover platform maintenance, support, and marketer coordination.

  • Service fees are non-refundable under any circumstances, including during the Cancellation Window, as they compensate our team for work already performed (order processing, list verification, etc.).

2. Non-Refundable Purchases

2.1 Market List Processing Complete

  • Once our local marketer has purchased your requested items, the transaction is final.

  • No refunds or exchanges are available for items that have already been bought and are in transit or delivered.

2.2 Quality Assurance

  • Our marketers are vetted experts trained to select the highest-quality, freshest produce and staples.

  • We encourage you to trust their expertise in choosing the best available items that match your specifications.

3. Exceptional Circumstances

3.1 Unavailable or Substituted Items

  • If an item on your list is unavailable at the market, the marketer will notify you via app notification or phone message before purchase.

  • You may choose to:

    • Approve a substitute of comparable quality and value.

    • Skip the unavailable item (refund applied for that item).

3.2 Refunds for Exceptional Cases

  • If no suitable substitute is available, or you decline the substitute, we will issue a partial refund for the cost of that item—processed at eMaketa’s discretion.

  • All such refunds are handled on a case-by-case basis and aim to be fair to both you and our marketers.

4. Refund Processing

4.1 Timing

  • Approved refunds (full or partial) are credited to your original payment method within 0–3 business days.

  • Your bank or payment provider may require additional time (up to 5 business days) to post the funds to your account.

4.2 Notification

  • You will receive an email confirmation immediately when your refund is initiated.

  • The refund confirmation will detail the amount and the date you can expect the funds.

5. How to Request Cancellations or Refunds

  1. In-App:

    • Go to My Market List, select the market list, and tap Cancel Market (if within the Cancellation Window).

    • For quality issues, tap Report a Problem and follow the prompts.

  2. Email:

    • Send your request to support@emaketa.com with:

      • Market Number

      • Reason for cancellation or refund

      • Photos (for quality issues)

  3. Response Time:

    • We acknowledge all valid requests within 2 hours during business hours (8 AM–5 PM WAT).

    • Our support team aims to resolve and finalize refunds within 24 hours of receiving your complete request.

6. Contact Us

For any questions, clarifications, or assistance with cancellations and refunds, please reach out:

We’re here to ensure your eMaketa experience is smooth, reliable, and satisfying—every step of the way.

Thank you for choosing eMaketa!