This policy explains, in full, how refunds and cancellations work for AYE Market's paid upgrades (the 7-Day Listing Promotion, Premium, and Premium+). It goes into more depth than the short refund section in our Terms of Service — if the two ever appear to differ in wording, this page is the fuller, authoritative explanation of the same rule.
1. The general rule
Paid upgrades on AYE Market deliver an intangible benefit — boosted placement, priority ranking, or analytics access — that begins the moment it's activated. Because the benefit is delivered immediately and can't be "returned" the way a physical good can, paid upgrades are generally non-refundable once activated. This is the same principle stated briefly in our Terms; the rest of this page spells out exactly where that general rule does and doesn't apply.
2. Exceptions — when a refund applies
We will refund or credit you in the following situations:
- Charged in error or duplicate approval. If our team mistakenly approved the same payment request twice, approved the wrong plan, or approved a request that shouldn't have matched a valid receipt, we will correct it and refund the erroneous amount.
- Platform-side activation failure. If a paid feature is approved but fails to actually activate (for example, a boosted listing never appears with priority ranking) because of a fault on our side, and the issue is not fixed within a reasonable time after you report it, you're entitled to a refund or an equivalent credit for the affected period.
- Rejected requests were never a charge. If your payment request is reviewed and rejected before any benefit activates, no benefit was granted — there is nothing to "refund" from us, since we never took the money from you in the first place. If you sent funds via bank or mobile money transfer that don't correspond to any approved AYE Market request, that is a matter between you and your bank or mobile money provider, though we're glad to help clarify the situation from our side.
3. What is not eligible for a refund
- Simply changing your mind after a plan has already activated and delivered its benefit.
- Dissatisfaction with the results of a promotion or Premium plan (for example, fewer views, messages, or sales than you hoped for) — visibility tools increase exposure, they don't guarantee an outcome.
- A listing that was promoted and later removed for violating our Terms of Service or Community Guidelines — the promotion benefit was delivered while the listing was live; removal for a violation is an enforcement action, not a service failure.
- Letting a plan lapse without renewing — see Premium Subscription Terms for what happens at expiry.
4. Cancelling a pending request
If you've submitted a payment reference and receipt but the request is still pending review and you no longer want the plan, contact us right away at ayetechub@gmail.com with your reference number. If review hasn't completed yet, we can typically stop it before approval so nothing activates.
5. How to request a refund
Email ayetechub@gmail.com with:
- Your payment reference number in the format AYE-YYYY-NNNNNN.
- The plan you purchased and the date of the request.
- A short description of which exception in Section 2 applies to your situation.
6. Review timeframe
We review refund requests promptly and aim to respond within a few business days. More complex cases — for example, ones that need us to check activation logs — may take a little longer; we'll keep you informed if that happens.
7. How refunds are returned
Because payment is currently manual, an approved refund is also returned manually — typically as a transfer back to the same bank account or mobile money number the original payment came from, or as account credit toward a future purchase, whichever we agree is more practical for your situation.
8. If you disagree with our decision
If a refund request is declined and you believe that's wrong, you can ask us to reconsider through the process described in our Appeals Process.
9. Governing law
This Refund & Cancellation Policy is governed by the laws of the Federal Democratic Republic of Ethiopia.
10. Changes to this policy
We may update this policy as our payment methods evolve. Material changes are reflected by updating the "Last updated" date above and never reduce your rights for a request already submitted under the prior version.
11. Contact
Refund and cancellation questions: ayetechub@gmail.com.