Refund Policy
Last updated: 16 August 2026
This Refund Policy describes B2B.Africa's commercial refund commitments. It should be read together with the Terms of Service.
For purchases sold/billed by Paddle, Paddle's applicable Buyer Terms and Refund Policy also apply. A mandatory/statutory or Paddle-administered withdrawal/refund right is not limited by this Policy.
1. Two payment channels
1.1 Paddle-billed self-serve orders
Paddle acts as Merchant of Record/reseller for the purchase transaction. Refunds/withdrawals for those transactions are also subject to Paddle's applicable Buyer Terms and Refund Policy. Paddle may provide rights that are broader than B2B.Africa's commercial guarantee in particular countries or for particular buyers.
1.2 Direct invoice / T/T orders
Where Maya Tech Services LLC directly invoices a China, managed or enterprise customer, this Policy applies together with the Order/invoice/statement of work. A signed Order may contain additional or different refund/cancellation terms.
2. One-time research products: delivery-scope guarantee
Unless the checkout/Order states a different guarantee, one-time B2B.Africa research products such as Verify Company and Market Scan carry this commercial guarantee — 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."
A report can satisfy the guarantee even where little information exists, a company fails verification, no adverse record is found, adverse information is found, a prospective counterparty does not reply, or the result is commercially disappointing — provided B2B.Africa materially performed the agreed scope.
3. When a commercial refund may be requested
A customer may request a commercial refund for a one-time product where B2B.Africa materially failed to deliver the scope stated in the accepted checkout/Order — for example, a promised check was not performed, a material section of the ordered report was omitted, the delivered product materially differs from the purchased scope, or an expressly promised outreach volume/ cadence was not performed.
A refund is not due under the commercial guarantee merely because the customer dislikes the result; disagrees with a properly sourced finding without evidence it is inaccurate; expected a sale/reply not promised by the Order; or no longer needs the report after it was properly delivered.
4. Request window and cure
4.1 Commercial claim window
For Orders accepted after this Policy takes effect, a commercial-guarantee claim should be submitted within 14 calendar days after delivery of the affected one-time product, unless the Order states a longer period.
This 14-day period limits only B2B.Africa's voluntary commercial guarantee. It does not shorten a statutory right, a right under Paddle's Buyer Terms/Refund Policy, or a remedy that cannot lawfully be limited.
4.2 What the request must include
Please provide the order reference; the affected deliverable/check; a short explanation of the material deficiency; and any supporting evidence reasonably available.
4.3 Opportunity to cure
Where the problem can reasonably be corrected, B2B.Africa may first complete the omitted work, correct/reissue the report, repeat the affected check, or provide an equivalent agreed remedy. We will normally aim to cure a verified deficiency within 5 business days, unless the work reasonably requires longer and we tell you.
If a material deficiency cannot be cured within a reasonable time, the appropriate commercial remedy may be a full refund of the affected one-time product, or a proportionate refund/credit for an independently separable undelivered component, if agreed with the customer.
5. Verification-process fees
A verification-process fee pays for the stated process/checks, not for a passing result. Therefore: a failed verification does not by itself create a refund right under B2B.Africa's commercial guarantee; a verification badge is granted only if the applicable criteria are met; and a badge may be revoked if later evidence shows the criteria no longer hold.
However: if B2B.Africa fails to perform a check that the Order expressly included, §§2–4 apply; before work begins, a cancellation may be accepted subject to any non-recoverable third-party cost already specifically incurred for the Order; and Paddle/statutory refund or withdrawal rights remain unaffected.
6. On-site inspection / third-party verification cost
Where an Order includes an on-site inspection or other paid third-party service: the Order should identify whether the third-party cost is included; once the third-party work has been booked/performed and the cost is non-recoverable, that cost may be non-refundable under B2B.Africa's voluntary policy, except where B2B.Africa materially breached the Order or mandatory law requires otherwise; and a failed/negative inspection outcome is not itself a service failure.
7. Lead-quota subscription guarantee
This section applies only after a subscription's lead-unlock feature is live and included as a paid entitlement.
If the applicable plan expressly carries a "money-back if no relevant leads" guarantee, the customer may request the stated refund when the customer maintained the required profile/request criteria during the paid period; B2B.Africa delivered zero Relevant Leads during that period; and the other checkout/plan conditions for the guarantee were met.
Relevant Lead. A "Relevant Lead" means a lead that, at the time it is delivered, matches the objective criteria recorded for the customer in the plan/request — such as target country/ region, product/category, requested counterpart type, or other mandatory match filters stated in the request. A Relevant Lead does not mean a guaranteed buyer, a guaranteed reply, a guaranteed sale, or a company that is independently verified unless the lead is expressly labelled as verified. If the plan uses a more specific written definition at checkout, that definition controls.
8. Automatic refunds for individual lead credits (not a "refund request")
Separately from §§1–7, where lead-credit functionality is active, 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 are credit restorations, not cash refunds. Lead credits have no cash value, are non-transferable, cannot be redeemed for cash, and remain usable only subject to the account and plan rules stated at purchase. 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.
9. 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; for Paddle subscriptions, cancellation/refund is additionally handled under Paddle's Buyer portal and legal terms.
10. How to request a refund
Timeline: we aim to review B2B.Africa commercial refund requests within 10 business days.
How to request: use the refund action in your account/order page, when available; or email support@b2b.africa from the email address on your order (or use the chat assistant on this site), quoting your order reference.
For Paddle-billed purchases, Paddle ultimately executes an approved Paddle refund to the payment method supported by Paddle and may separately decide statutory/Paddle-policy requests.
11. Direct T/T refunds
For a direct Maya invoice/T/T order: an approved refund is made by bank transfer to the original payer or another legally verified account; we may require bank/account verification for fraud prevention; customer/correspondent-bank charges may be deducted where the refund is not caused by Maya's breach and the Order permits this; and if Maya's material breach caused the refund, Maya will not intentionally deduct its own bank fee from the amount otherwise due, except where law/payment infrastructure makes a deduction unavoidable.
We normally aim to initiate an approved direct refund within 10 business days, subject to compliance/bank checks.
12. Chargebacks and payment disputes
Before initiating a chargeback, please use the refund/support process so the issue can be investigated. A chargeback does not create an entitlement to retain both a refunded payment and continued access/use of the refunded Product. Where a payment is reversed, access to the affected Product may be suspended to the extent permitted by law and Paddle's terms. We will not retaliate against a customer merely for exercising a lawful payment dispute right.
13. Fraud, abuse and duplicate recovery
We may refuse a voluntary commercial refund where there is reasonable evidence of fraudulent order information; deliberate refund abuse; a duplicate refund/chargeback for the same amount; or material misuse of the Product followed by a bad-faith claim unrelated to delivery scope. This does not permit us to refuse a mandatory statutory/Paddle refund right.
14. Mandatory rights and Paddle precedence
Nothing in this Policy excludes non-waivable consumer rights; statutory withdrawal/cooling-off rights; rights relating to defective or misdescribed services; or Paddle-administered rights applicable to a Paddle transaction. Where a Paddle rule or mandatory law gives the Buyer a broader refund right than this voluntary commercial policy, the broader right controls for that transaction.