Escrow & Refund Policy

1. The Holdway Escrow Guarantee

At Holdway Technologies Ltd, we eliminate the risk of online shopping scams in Nigeria. When a buyer pays for an item via Holdway, the payment is never sent directly to the seller. Instead, funds are securely locked in the Holdway Escrow Vault (backed by licensed financial institution partners). Funds are only released to the seller after the buyer receives and verifies the item.

2. 100% Refund Eligibility

A buyer is entitled to a full 100% refund of their purchase price under the following conditions:

• Non-Delivery / Failure to Dispatch: The merchant fails to ship the item or book courier pickup within 72 hours of escrow payment.
• Wrong Item Received: The delivered item differs completely in model, size, color, or specification from the variant ordered.
• Damaged or Defective Item: The item arrives broken, defective, or unusable as confirmed during delivery inspection.
• Inauthentic / Counterfeit Item: The item delivered is an unstated counterfeit or replica of the advertised brand.

3. The 24-Hour Buyer Inspection Window

Once a logistics partner marks a shipment as Delivered, the buyer has a strict 24-hour inspection window to reply to the WhatsApp notification with:

• RECEIVED: Confirms satisfaction. Escrow is released to the merchant immediately.
• DISPUTE: Opens a support ticket and pauses escrow release instantly.

Note: If no dispute is logged within 24 hours of documented delivery, the system automatically marks the order as complete and releases funds to the seller.

4. Dispute Resolution Process

When a dispute is logged:

1. Escrow funds remain frozen in the vault.
2. Holdway Resolution Team requests photo/video proof of the delivered package from the buyer via WhatsApp or email.
3. Our team cross-references the evidence against the merchant's pre-dispatch records.
4. Disputes are resolved within 24 to 48 business hours. If ruled in favor of the buyer, a full refund is processed back to the buyer's original bank account.