Legal
Cancellation & forfeiture policy
What happens if a winner does not complete the purchase, and when the clock stops.
Before the balance is paid
- If you win and decide not to proceed, the 72-hour rule applies: if the 90% balance is not paid within 72 hours and no pause condition applies, your deposit is forfeited.
- Changing your mind is not a reason for a refund once the balance has been paid.
How forfeiture works
- A forfeited deposit never exceeds 10% of the winning price. Any excess is refunded.
- An administrator can reverse a forfeiture, with a required reason and a full record.
- Asking for extra photos, video or proof of condition never triggers forfeiture.
When the 72-hour clock pauses
The clock stops while any of these is true:
- A dispute is open.
- An evidence request is open and the seller has not responded (the clock resumes 24 hours after the seller responds, or when an administrator closes the request).
- A balance payment is pending or not yet verified.
- A platform, M-Pesa or notification outage affected the final hours of the window.
- The seller has been marked unresponsive by an administrator.
If the seller is at fault
- If a seller refuses to sell, cannot produce the item, or does not dispatch within 5 days of balance confirmation, the buyer is refunded in full and the seller receives a strike.
- A buyer’s deposit is never forfeited because of a seller-caused failure.