REFUND POLICY

Effective Date: July 26, 2026

1. Purpose

This Refund Policy explains the conditions governing cancellations, returns, exchanges, and refunds for purchases made through YOUBATOLO User, YOUBATOLO Vendor, YOUBATOLO Delivery, and all related YOUBATOLO Services.

Our objective is to ensure a fair, transparent, and efficient process while protecting the interests of customers, merchants, delivery partners, and the YOUBATOLO platform.

2. Scope

This Policy applies to purchases made through the YOUBATOLO platform unless otherwise specified by an individual merchant or required by applicable law.

Some merchants may offer additional return or warranty conditions, provided they comply with applicable regulations.

3. Order Cancellation

Before Order Preparation or Shipment

An order may be cancelled as long as it has not been accepted, prepared, or dispatched by the merchant.

If the cancellation is approved, the customer will receive a full refund of the amount paid.

After Order Preparation or Shipment

Once an order has been prepared or handed over for delivery, cancellation may no longer be possible.

In such cases, the customer may request a return in accordance with this Refund Policy.

4. Return Eligibility

Subject to the exceptions described below, return requests may be submitted within the following timeframes:

Standard products: within 48 hours after delivery.
Electronic products: within 7 days after delivery.
Food and perishable products: within 24 hours, and only if the product is defective, damaged, or does not conform to the order.

To qualify for a return, products should generally:

Be in their original condition;
Be returned with the original packaging whenever possible;
Show no signs of misuse or customer-caused damage;
Be accompanied by proof of purchase.

5. Non-Returnable Items

Unless otherwise required by law, the following items are generally not eligible for return:

Food or perishable goods without defects;
Customized or personalized products;
Opened hygiene or health-related products;
Downloaded or activated digital products;
Gift cards or vouchers;
Products damaged after delivery due to customer misuse.

6. Eligible Refund Reasons

Refund requests may be approved under the following circumstances.

Defective Products

If a product is defective or does not match its description, the customer may request:

A replacement;
An exchange;
Or a full refund.

Incorrect Item Delivered

If the customer receives the wrong product, YOUBATOLO or the responsible merchant will offer:

A replacement with the correct item;
Or a full refund.

Return shipping costs, where applicable, will be covered by YOUBATOLO or the responsible merchant.

Product Damaged During Delivery

If a product arrives damaged, the customer should report the issue as soon as possible and provide photographs whenever available.

After verification, a replacement or refund may be approved.

Change of Mind

Where returns are accepted solely because the customer changed their mind, return shipping costs may remain the customer's responsibility.

The product must be unused, complete, and in its original condition.

7. Return Procedure

To request a return:

Sign in to your YOUBATOLO account.
Open the My Orders section.
Select the relevant order.
Choose Request a Return.
Select the reason for the return.
Upload photographs if requested.
Submit your request.

Our team or the responsible merchant will review your request and may request additional information before making a decision.

8. Refund Processing

Once the return has been approved and, where applicable, the returned product has been received and inspected, the refund will be processed as quickly as possible.

Processing times depend on the payment method used.

Estimated processing times are:

Mobile Money: 24–48 hours;
Bank Card: 5–7 business days;
Bank Transfer: 5–10 business days;
YOUBATOLO Wallet Credit (where available): usually within 24 hours.

Actual processing times may vary depending on the financial institution.

9. Product Exchanges

Where available, customers may request an exchange instead of a refund.

Exchanges are subject to:

Product availability;
Merchant approval;
Compliance with this Refund Policy.

If there is a price difference, the customer may be required to pay the difference or receive a partial refund.

10. Undelivered Orders

If an order is lost, cannot be located, or cannot be delivered due to circumstances attributable to the merchant or delivery service, an investigation will be conducted.

If the loss is confirmed, the customer may receive:

A replacement shipment, where possible;
Or a full refund.

11. Merchant Responsibilities

Each merchant remains responsible for:

The quality and conformity of the products sold;
Compliance with applicable consumer protection laws;
The accuracy of product descriptions;
Handling returns and warranties within their responsibility.

Some merchants may apply additional return conditions, provided they comply with applicable law.

12. Abuse Prevention

YOUBATOLO reserves the right to reject any refund request in cases involving:

Fraud or attempted fraud;
Abuse of the return process;
False or misleading claims;
Violations of these policies.

Fraudulent activities may result in account suspension or permanent termination.

13. Changes to This Policy

YOUBATOLO may update this Refund Policy from time to time to reflect legal, operational, or business changes.

Where significant changes occur, users will be notified through the application, by email, or via our official website.

14. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our Customer Support team:

YOUBATOLO

Moanda, Gabon

Email: youbatolo1@gmail.com

Phone: +241 60 30 99 98

YOUBATOLO

Committed to delivering a fair, transparent, and reliable shopping experience.