Refund & Cancellation Policy
How order cancellations, refunds, and service-fee reversals are handled on the Eva Excelsior platform.
Scope. This policy governs cancellations and refunds for orders, subscriptions, and platform service fees transacted through Eva Excelsior. Terms specific to an individual seller, or to a trade-finance or logistics provider, are set out in the relevant order confirmation or contract and take precedence where they differ.
1. Marketplace Orders
Buyers may request cancellation of a marketplace order at any time before the seller marks it as confirmed / accepted. Once an order is confirmed and the seller has begun fulfilment, cancellation is subject to the seller's own cancellation terms shown at checkout.
- Before acceptance: full refund of any amount collected, released to the original payment method.
- After acceptance, before dispatch: refund less any non-recoverable costs already incurred by the seller (e.g. custom production, packaging).
- After dispatch: handled under the returns and dispute process below.
2. Escrow-Protected Transactions
For transactions settled through platform escrow, buyer funds are held until delivery milestones are met. If a milestone is not met within the agreed window, the buyer may raise a dispute and, where the dispute is resolved in the buyer's favour, the escrowed amount is refunded in full. Amounts already released to the seller against completed milestones are non-refundable except by mutual agreement or dispute ruling.
3. Platform & Service Fees
- Transaction / commission fees are refunded proportionally when the underlying order is fully refunded.
- Trade-finance, KYC, verification, and document-processing fees cover work performed by the platform or third parties and are non-refundable once the service has been delivered.
- Third-party charges (payment-gateway, logistics, statutory levies) are refunded only to the extent the platform recovers them from the provider.
4. Subscriptions
Subscription plans renew automatically at the end of each billing cycle. You may cancel at any time to stop future renewals; access continues until the end of the paid period. Subscription fees already billed for the current period are non-refundable unless required by applicable law.
5. Returns & Disputes
Where goods are not as described, are damaged, or are not delivered, buyers should raise a dispute through the order's dispute channel within the window stated on the order (typically 7 days of the expected or actual delivery date). The platform reviews the evidence submitted by both parties and issues a resolution, which may include a full or partial refund, replacement, or release of escrowed funds.
6. How Refunds Are Issued
Approved refunds are returned to the original payment method. Processing times depend on the payment provider and are typically 5–10 business days after approval. Cross-border refunds may be settled at the prevailing exchange rate and net of any irrecoverable remittance charges.
7. Contact
For any cancellation or refund request, contact platform support through your account or at the contact page. Please quote the relevant order or invoice reference so we can assist you quickly.
This policy is provided as a general framework and may be superseded by the specific terms of an order, subscription, or provider contract. It does not constitute legal advice.