B2B.Africa

Refund Policy

Last updated: 15 August 2026

This policy explains when and how a refund applies on B2B.Africa. It should be read together with the Terms of Service.

1. One-time reports (Verify, Market Scan, and related add-ons)

One-time reports carry a money-back guarantee. The guarantee covers whether we delivered the agreed research scope, evidence checks, outreach volume, and reporting cadence for your order — matching the guarantee language shown on the pricing and checkout pages:

"We guarantee the agreed research scope, evidence checks, outreach volume and reporting cadence. We do not guarantee sales, contracts or replies from third parties."

This means: if we did not deliver what was promised for your order (for example, an incomplete report, or checks that were scoped but not performed), you can request a refund. It does not mean you are entitled to a refund because you are unhappy with the findings themselves — a report that honestly states, with sources, that little was found about a subject has still delivered the agreed scope.

How to request: email [email protected] from the email address on your order (or use the chat assistant on this site), quoting your order reference. As account features expand, a "Request refund" action will also appear on your order page.

Timeline: we review refund requests within 10 business days. Approved refunds on Paddle-billed orders are executed through Paddle back to your original payment method.

2. Verification process fee (L1 registry-based / L2 partner on-site)

Payment for a verification process buys the process, not a guaranteed result. A failed verification is not eligible for a refund of the process fee. This is a deliberate exception to the general one-time-report guarantee in §1, and is disclosed on the relevant order page before purchase.

3. Lead-quota subscriptions

If your subscription includes a lead-unlock quota and we deliver no relevant leads matched to your company during a paid subscription period, you can request a refund for that period's subscription charge.

This is a manual review process, distinct from the automatic lead-credit refunds described in §4, and results — if approved — in a refund-adjustment processed through Paddle.

How to request and timeline: same channel and review window as §1.

4. Automatic refunds for individual lead credits (not a "refund request")

Separately from §§1–3, an individual lead-unlock credit is refunded automatically, with no request needed, in exactly three machine-detected situations:

  • the buyer contact you were given bounced or was invalid,
  • the same buyer contact had already been given to your company on a different match (duplicate), or
  • the underlying request was removed by moderation after you unlocked it.

These credits are restored to your account balance automatically when detected. There is no discretionary ("we'll consider it") refund category for lead credits outside these three causes — this is a deliberate anti-abuse design, not an oversight.

5. China / managed accounts billed by invoice and bank transfer (T/T)

For orders billed by invoice and T/T rather than through Paddle, the same principles in §§1–3 apply, but any approved refund is processed as a manual bank transfer rather than through Paddle, normally within 10 business days of approval.

6. Subscriptions generally (cancellation, not refund)

Cancelling a subscription is different from requesting a refund:

  • Cancelling stops future billing; you keep access until the end of the period you already paid for.
  • Unused lead credits already on your balance do not expire and remain usable after cancellation, though no further periodic credits will be granted.
  • Subscription billing runs through Paddle as Merchant of Record.

7. General

  • All refunds are ultimately subject to what the underlying payment processor is able to execute.
  • Nothing in this policy is intended to limit any refund or cancellation right you have under applicable consumer-protection law that cannot be excluded by agreement.