Our Refund Policy
Buyer's Appeal
1. Order cancelled:
If the order’s time limit exceeded and was automatically cancelled by the system, but the buyer still completed the payment offline, or after the buyer completed the payment, the order was cancelled by mistake, Naira Black Market P2P Platform customer service agents will contact the seller for a refund on a best effort basis. If the seller refuses to refund, Naira Black Market P2P Platform is not liable for any loss resulting from the transaction. Naira Black Market P2P Platform reserves the right to suspend users that are uncooperative during the process.
2. Payment amount and order amount do not match:
If the actual amount paid by the buyer is greater than the order amount, and the buyer clicks the "Mark as paid & Transferred Next" button, Naira Black Market P2P Platform customer service agents will contact the seller for a refund. If the seller refuses to refund, the buyer is responsible for the loss of funds. Naira Black Market P2P Platform reserves the right to suspend users that are uncooperative during the process.
3. The seller has not released the crypto/currency in time:
If after the buyer successfully completed the payment by using the real-time payment method, the seller did not release the crypto/currency in more than 15 minutes, Naira Black Market P2P Platform customer service agents will contact the seller to release the crypto/currency. If the seller doesn't respond within a given timeframe, Naira Black Market P2P Platform customer service agent will release the crypto/currency manually.
If the buyer used the non-instant payment method to make the payment and the seller cannot receive the payment in time, Naira Black Market P2P Platform customer service agents will contact the seller and ask them to release the crypto/currency within 2 working days. If the payment hasn’t arrived within the prescribed time limit, the seller needs to contact Naira Black Market P2P Platform customer service to report the issue. If the seller hasn't contacted us, it will be considered as the payment was received. Naira Black Market P2P Platform customer service agents will release the crypto/currency manually.
4. The seller is unwilling to release the crypto/currency:
The buyer has paid the correct amount from his/her own payment account (the holder’s name matched with the KYC verified name), but the seller is unwilling to release the crypto/currency and is trying to settle the deal at a higher price.
Except for cases where the price is abnormally low (-10% market price), the order will be released manually by the customer service agent.
5. The buyer left a remark for the transfer, and the seller hasn't released the crypto/currency:
If the buyer included sensitive words or expressions, such as digital currency, C2C/P2P, Naira Black Market P2P Platform, BTC, Crypto/currency etc. or other sensitive information in the payment remarks when making a transfer (despite the seller has already stated in their terms not to mention such words), Naira Black Market P2P Platform customer service agents will contact the seller to either release the crypto/currency or issue a refund. Any fee incurred during the refund should be covered by the buyer.
6. Use of offensive languages:
The two parties used offensive languages on the P2P platform. This includes, but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If the user was appealed for 2 times or more, part of the user's account functions will be suspended.
Seller’s Appeal
1. The buyer didn’t pay but clicked “Mark as paid” or ”Transferred, Next”:
If the buyer did not pay or didn't provide any proof of payment or cannot be reached within a given time frame, the Naira Black Market P2P Platform customer service agent will cancel the order. If orders were cancelled for the same reason for 3 times or more, part of the user's account functions will be suspended.
If the buyer paid, but the seller did not receive the payment, Naira Black Market P2P Platform customer service agents will contact the seller to release the crypto/currency within 2 working days. If the crypto/currency hasn't been released within the prescribed time, Naira Black Market P2P Platform customer service agents will release the crypto/currency manually. If the crypto/currency cannot be released normally, the seller needs to contact the customer service to report the issue. If the seller doesn’t contact the CS team, it will be considered as payment was received.
2. The verified information or the amount paid does not match:
If the buyer transferred money to the seller's other payment accounts or another person's payment account instead of the one provided in the payment information, Naira Black Market P2P Platform is not liable for any loss resulting from the transaction and a refund is not guaranteed. If the buyer repeatedly makes payments to accounts other than the one specified by the seller, customer service will suspend the buyer's account for 30 days.
The payment account and verified information don't match:
If the name of the buyer's payment account doesn't match the KYC-verified name on Naira Black Market P2P Platform P2P, the buyer's P2P function will be suspended for 15 days due to a violation of the Naira Black Market P2P Platform P2P transaction rules. In this case, the crypto/currency will not be released and the seller will be asked to refund the full amount to the buyer. The order will be cancelled after the seller submit a proof of refund and the buyer confirms the refund is received. Any fee incurred should be covered by the buyer.
If the buyer has paid but the amount is less than the order amount, the buyer will be asked to pay the remaining amount within a given timeframe. Any fee incurred should be covered by the buyer. If the buyer fails to respond in time or refuses to pay the remaining amount, the seller will be asked to refund the money they received. Naira Black Market P2P Platform reserves the right to suspend users that are uncooperative during the process. Naira Black Market P2P Platform is not liable for any loss resulting from the transaction.
If the actual amount paid by the buyer is less than the order amount but the seller has released the crypto/currency before receiving the full payment, Naira Black Market P2P Platform customer service agents will contact the buyer to make payment for the remaining amount. If the buyer refuses to make the payment, the seller is responsible for the loss of funds. Naira Black Market P2P Platform is not liable for any loss resulting from the transaction and reserves the right to suspend users that are uncooperative during the process.
3. The seller didn't confirm the payment in their account and released the crypto/currency:
The seller should contact the customer service team to report the issue. In cases the buyer is not responsive or refuses to cooperate, the seller may report the case to law enforcement.
The seller shall take full responsibility for releasing the crypto/currency without confirming payment in the account. Naira Black Market P2P Platform is not liable for any loss resulting from the transaction and cannot guarantee that the funds will be retrieved.
4. Use of offensive languages:
The two parties used offensive language on the P2P platform. This includes, but not limited to, the chatting tools with users and the customer support live chat, as well as the order comment section. If the user was appealed for 2 times or more, part of the user's account functions will be suspended.
*Naira Black Market P2P Platform reserves the right to terminate Naira Black Market P2P Platform services to users that are uncooperative during the process.
