Purchase Protection Policy

Last updated: 23-07-2026

This Purchase Protection Policy explains how Orderly's escrow system protects Buyers who pay for orders through the Orderly checkout. It should be read alongside our Terms of Service and Privacy Policy.

1. How Purchase Protection Works

When you pay for an order through Orderly, your payment is not sent directly to the Seller. Instead, it is held securely in escrow by Orderly. The Seller only receives your payment after:

• You confirm that you have received your order in satisfactory condition, or
• 48 hours pass after the Seller's stated estimated time of arrival (ETA) without you reporting an issue, at which point funds are automatically released to the Seller (see Section 3).

This gives you time to receive and inspect your order before the Seller is paid.

2. What's Covered

Purchase Protection is designed to ensure that:

• Your payment is not released to a Seller before you've had a reasonable opportunity to confirm delivery.
• You can see real-time updates on your order status — paid, shipped, and delivered — through your checkout link.
• Your payment is processed securely through Paystack, a licensed and PCI-DSS compliant payment processor.

Purchase Protection does not guarantee the quality, authenticity, or condition of the item purchased. Orderly is a payment and escrow facilitator; it does not inspect, warehouse, or verify goods sold by Sellers on the platform.

3. The 48-Hour Auto-Release Window

Once a Seller marks your order as shipped and provides an ETA, a 48-hour countdown begins from that ETA. If you do not confirm delivery or raise an issue within this window, your payment is automatically released to the Seller.

We strongly encourage you to:

• Inspect your order as soon as it arrives
• Confirm delivery promptly through your checkout link once you're satisfied
• Reach out to the Seller directly, or contact Orderly support, if something is wrong — before the 48-hour window elapses

Once funds are released (whether by your confirmation or by automatic release), the transaction is considered complete, and Orderly's ability to intervene is limited.

4. If Something Goes Wrong

If you receive an item that is significantly different from what was described, damaged, or you do not receive your order at all, we recommend the following steps, in order:

1. Contact the Seller directly — most issues can be resolved quickly through direct communication, since the Seller's business name is visible on your checkout page.
2. Do not confirm delivery if you have not received the item or are not satisfied — this prevents premature release of funds.
3. Contact Orderly Support at [Your Support Email] with your order number and a description of the issue before the 48-hour auto-release window elapses. We will review the transaction details available to us (timestamps, payment confirmation, order status) and advise on next steps.

Please note that Orderly does not currently offer refunds directly, as we are not a party to the sale itself. Our role is limited to holding and releasing payment based on delivery confirmation.

5. Cancellations

Orders may only be cancelled before payment is made. Once a Buyer has paid for an order, the transaction proceeds through the standard escrow and delivery flow described above.

6. Your Responsibility as a Buyer

To make the most of Purchase Protection, we recommend that you:

• Provide an accurate delivery address and contact email when the Seller creates your order
• Respond promptly to any communication from the Seller regarding shipping
• Confirm or report delivery status within the 48-hour window
• Keep records of your communication with the Seller in case of a dispute

7. Changes to This Policy

We may update this Purchase Protection Policy from time to time to reflect changes in how our escrow system operates. Material changes will be communicated through the app.

8. Contact Us

If you have questions about a specific order or this policy, contact us at:

help@orderlypay.app