Our commitment: We are committed to fair outcomes for both Clients and Vendors. This policy explains clearly when refunds apply, how to request them, and what to expect.
1. Overview
Forge Africa processes payments in two stages: a deposit to begin work, and a balance on satisfactory completion. Refund eligibility differs for each stage and depends on the circumstances of the request.
All refund decisions are made by Forge Africa after review of the relevant circumstances. We aim to respond to all refund requests within 5 business days.
2. Deposit Refunds
Full Refund — Before Work Begins
A full deposit refund is available if:
- The Client cancels within 24 hours of paying the deposit, and the Vendor has not yet commenced work
- Forge Africa is unable to assign a suitable Vendor to the project
- The Vendor explicitly rejects the project after deposit payment (rare, treated as vendor failure)
Partial Refund — After Work Begins
If a Client cancels after work has commenced, a partial refund may be issued based on the stage of completion. Forge Africa will request a work-in-progress report from the Vendor to assess the value of work completed. The refundable portion is calculated as the deposit minus the value of work already completed.
No Refund
No deposit refund is available if the Client cancels after the project has been substantially completed (more than 70% complete as verified by Forge Africa).
3. Balance Payment Refunds
The balance payment is made upon delivery acceptance. Once a Client confirms satisfactory receipt of their order, the balance payment is considered final and non-refundable except in cases of proven defect or fraud.
If a Client disputes the quality of delivered goods before making the balance payment, Forge Africa will mediate the dispute before processing any final payment.
4. Vendor Non-Delivery
If a Vendor fails to deliver the order without reasonable cause:
- Forge Africa will attempt to source an alternative Vendor at no additional cost to the Client
- If an alternative cannot be sourced, a full refund of all payments made will be issued
- The non-performing Vendor will be suspended from the Platform
5. Quality Disputes
If delivered goods do not match the agreed specifications:
- Contact Forge Africa within 48 hours of delivery at hello@forgeafrica.africa
- Provide photographic or documented evidence of the discrepancy
- Forge Africa will review the RFQ specifications and the delivery against the bid
- If a defect is confirmed, we will require the Vendor to remedy the issue at no cost, or issue a partial/full refund depending on the severity
Disputes raised more than 48 hours after confirmed delivery may not be eligible for refunds.
6. Non-Refundable Items
The following are not eligible for refunds:
- Forge Africa's service fee (already incorporated into the quoted price)
- Payments where the Client has confirmed satisfactory delivery
- Deposit payments where the Client changes project requirements after vendor selection
- Any payment made outside the Forge Africa Platform
7. How to Request a Refund
To request a refund:
- Email hello@forgeafrica.africa with subject line: "Refund Request — [Your RFQ ID]"
- Include your account email, RFQ reference, and reason for the refund request
- Attach any supporting evidence (photos, communications, etc.)
- Our team will acknowledge your request within 2 business days and provide a decision within 5 business days
8. Refund Timelines
Approved refunds are processed as follows:
- Paystack refunds: 5–10 business days to appear on your statement, depending on your bank
- Bank transfer refunds: 3–5 business days after Forge Africa initiates the transfer
Forge Africa is not responsible for delays caused by your bank or card issuer.