Refund & Transaction Protection Policy

This Refund & Transaction Protection Policy ("Policy") applies to the use of the maSOKOtips website, mobile application and related services operated by Masokotips Company Limited ("maSOKOtips", "we", "us" or "our").

1. Nature of maSOKOtips Services

maSOKOtips is a digital agricultural market information and linkage platform that connects farmers, buyers, sellers, transporters, processors and other agricultural stakeholders.

maSOKOtips does not act as a buyer, seller, broker, agent, financier, payment service provider, escrow service or guarantor of transactions between users.

2. User-to-User Transactions

Any purchase, sale, transportation or other commercial transaction between users is a transaction directly between the relevant parties.

maSOKOtips is not a party to such transactions and does not receive, hold, transfer, control or safeguard money or goods exchanged between users.

3. Face-to-Face Verification

For the protection of users, maSOKOtips requires users to undertake appropriate physical verification before completing a transaction wherever reasonably possible.

Buyers and sellers are expected to meet physically, verify the identity of the relevant party, inspect the goods, confirm the agreed terms and make or receive payment directly between themselves.

Users are strongly discouraged from making payments to another user before verifying the person, goods and transaction.

4. Representative Verification

Where a buyer or seller is unable to attend personally, the party may appoint a trusted representative to conduct verification and other necessary activities on their behalf.

A user may also request assistance from a maSOKOtips representative operating in the relevant district, subject to availability and prior arrangement.

5. maSOKOtips Verification Assistance

Where reasonably available and requested by a user, maSOKOtips may assist with basic verification relating to the identity, location, availability of a buyer, seller, product or transaction opportunity.

Such assistance is intended to reduce transaction risk and does not constitute a guarantee, certification, financial assurance or warranty by maSOKOtips.

6. No Guarantee of User Transactions

maSOKOtips does not guarantee payment, delivery, product quality, quantity, ownership, authenticity, performance, solvency or contractual performance by any user.

Each user remains responsible for conducting appropriate due diligence before entering into a transaction.

7. User-to-User Transaction Disputes

maSOKOtips does not refund, replace or compensate users for money, goods or services exchanged directly between users.

Any dispute concerning payment, delivery, quality, quantity, ownership, non-performance or other commercial obligations shall primarily be addressed between the parties involved, without prejudice to any rights or remedies available under applicable Tanzanian law.

8. Membership Subscription

A maSOKOtips membership is a paid subscription that provides access to the applicable membership services and platform features for the relevant subscription period.

By purchasing a membership, the customer confirms that they have reviewed the membership services and have made an informed decision to subscribe.

9. Membership Refund Through Service Extension

Membership payments are not refundable in cash merely because a member subsequently changes their mind or experiences circumstances that prevent or limit their use of the platform.

However, where a member is unable to reasonably use the platform due to a genuine circumstance, including loss or change of a mobile phone, connectivity or network difficulties, travel, or another circumstance that materially affects the member's ability to access or use the platform, the member may contact maSOKOtips and explain the circumstances.

Where, after reviewing the request, maSOKOtips is reasonably satisfied that the circumstances genuinely affected the member's ability to use the platform, maSOKOtips may provide a service refund by extending the member's membership access for an additional period determined by maSOKOtips.

Accordingly, any refund granted under this Policy shall be provided as additional access to maSOKOtips services and not as a cash refund or repayment of the membership fee.

10. Service Failure Attributable to maSOKOtips

Where a member demonstrates that a material membership service expressly promised by maSOKOtips was unavailable or substantially failed due to an issue attributable to maSOKOtips, the member may submit a complaint for review.

Where appropriate, maSOKOtips may provide an additional membership period reasonably corresponding to the affected service period or another reasonable service remedy.

11. Technical and External Interruptions

Temporary interruption or inability to access the platform caused by internet service providers, telecommunications networks, electricity failures, user devices, third-party services, scheduled maintenance, force majeure or other circumstances outside the reasonable control of maSOKOtips shall not automatically create a right to a cash refund.

Where appropriate, maSOKOtips may consider a service extension under this Policy.

12. Duplicate or Erroneous Payments

Where a customer demonstrably makes a duplicate payment for the same membership or makes a payment to maSOKOtips in error, the payment may be reviewed upon submission of sufficient evidence.

Any approved monetary refund shall be subject to verification and applicable payment-provider requirements and law.

13. Authorised Payment Channels

Membership payments must be made through payment channels officially provided or authorised by maSOKOtips.

Users should not send membership payments to unofficial individuals, personal accounts or other payment channels claiming to represent maSOKOtips.

14. Refund Requests and Complaints

Any request concerning a membership payment, service failure, service extension or possible refund should be submitted to info@masokotips.com or support@masokotips.com, together with the member's registered details, payment reference and a clear explanation of the circumstances.

15. Verification of Claims

maSOKOtips reserves the right to verify payment records, account information, communications and other relevant information before determining whether a refund, service extension or other remedy is appropriate.

16. No Automatic Entitlement

Submitting a complaint, refund request or request for additional membership time does not automatically create an entitlement to a cash refund, service extension or compensation.

Each request will be assessed based on the circumstances, this Policy and applicable law.

17. No Waiver of Mandatory Legal Rights

Nothing in this Policy is intended to exclude, restrict or waive any mandatory right, protection or remedy that cannot lawfully be excluded or waived under the laws of the United Republic of Tanzania.

18. Policy Amendments

maSOKOtips may amend this Policy where reasonably necessary to reflect changes in its services, technology, business operations or applicable law.

The latest applicable version published through the maSOKOtips platform shall govern future memberships and transactions, subject to applicable law.

19. Acceptance

By purchasing or renewing a maSOKOtips membership, or by using the platform, the user confirms that they have read, understood and accepted this Policy together with the applicable maSOKOtips Terms and Conditions.

20. Governing Law

This Policy shall be interpreted and applied in accordance with the laws of the United Republic of Tanzania.

Any matter not expressly addressed in this Policy shall be determined in accordance with applicable Tanzanian law.