Refund & Cancellation Policy

Last Updated: 19 August 2026

This Refund & Cancellation Policy explains how cancellations, returns, refunds, replacements, and exchanges are handled on JubaSquare.

JubaSquare is an online marketplace connecting customers with independent sellers, shops, restaurants, wholesalers, and other approved businesses. Products listed on the marketplace are generally supplied by the relevant seller unless JubaSquare clearly states otherwise.

JubaSquare aims to provide a fair and transparent process that protects both customers and sellers while maintaining the integrity of the marketplace.

1. Payment and Order Cancellation

JubaSquare operates on a prepaid order model unless another payment method is expressly offered for a particular order.

Customers may request cancellation before the order has been shipped by the seller.

If cancellation is approved before shipment, the customer will generally receive a refund of the amount paid for the cancelled order, subject to the applicable terms and circumstances.

Once an order has been shipped from the seller's dispatch location, cancellation may no longer be available because fulfillment and shipping costs may already have been incurred.

2. When an Order Is Considered Shipped

An order may be marked Shipped once the seller has handed the product to the agreed transport or courier provider and the product has left the seller's dispatch location.

The dispatch location may be in South Sudan or another country from which the seller is fulfilling the order.

3. Receiving Orders in Juba

Where JubaSquare is responsible for receiving the product, the product will be delivered to the designated JubaSquare receiving hub or another approved receiving location in Juba.

Once received, JubaSquare may update the order status to Arrived in Juba.

JubaSquare may then arrange customer pickup or final delivery where available.

4. Products Eligible for Return or Refund

Subject to verification and the circumstances of the order, a product may be eligible for return, replacement, exchange, or refund where:

• The wrong product was delivered.
• The product is materially different from its listing.
• The product arrived damaged.
• The product is defective or does not function as described.
• The product is expired where an expiry date applies.
• The order is missing an item.
• The product is counterfeit or materially misrepresented.
• The issue resulted from incorrect seller fulfillment.

5. Customer Change of Mind

A customer changing their mind does not automatically qualify for a refund or return.

Eligibility may depend on the product category, condition of the product, whether it has been opened or used, and any applicable legal requirements or terms displayed at the time of purchase.

6. Products That May Not Be Returnable

Certain products may not be eligible for return because of their nature, hygiene requirements, safety considerations, customization, perishability, or applicable legal requirements.

Examples may include:

• Food and restaurant orders.
• Fresh or highly perishable products.
• Opened personal-care or hygiene products.
• Custom-made or specially ordered products.
• Products damaged through customer misuse.
• Products altered or modified after delivery.
• Products missing required accessories or components.

A product listed above may still be eligible for a refund or replacement where it is defective, unsafe, incorrect, counterfeit, materially misrepresented, or otherwise covered by applicable law.

7. Reporting a Problem

Customers should report an issue to JubaSquare as soon as reasonably possible after receiving or collecting the order.

Depending on the nature of the complaint, JubaSquare may request:

• Order number.
• Photos or videos of the product.
• A description of the issue.
• Packaging information.
• Delivery or pickup information.
• Other information reasonably necessary to investigate the complaint.

8. Review and Resolution

JubaSquare may review the order information, product listing, seller information, customer complaint, photographs, videos, delivery records, and other relevant information before determining an appropriate resolution.

Depending on the circumstances, the resolution may include:

• A replacement.
• An exchange.
• A repair where appropriate.
• A partial refund.
• A full refund.
• Another reasonable resolution.

9. Refunds

Where a refund is approved, JubaSquare may process the refund through the original payment method or another suitable payment method.

Refund processing times may depend on order verification, return of the product where required, payment-provider processing times, and other operational factors.

JubaSquare will make reasonable efforts to process approved refunds promptly.

10. Seller Responsibility

Sellers are responsible for ensuring that products listed on JubaSquare are genuine, accurately described, properly packaged, legally permitted for sale, and consistent with the customer's order.

Where a refund, replacement, or return is caused by a seller-related issue, JubaSquare may recover the applicable amount from the seller's pending or future settlement, subject to the circumstances and applicable terms.

11. Customer Responsibility

Customers are responsible for providing accurate contact, delivery, and pickup information and for inspecting products within a reasonable period after receipt.

Customers must not intentionally damage, misuse, alter, or falsely represent a product in order to obtain a refund or replacement.

12. Delivery Charges and Returns

The treatment of shipping and delivery charges depends on the reason for the return or cancellation.

Where an issue is caused by an incorrect, defective, damaged, counterfeit, or materially misrepresented product, JubaSquare may determine that the applicable return or delivery costs should be covered by the responsible party.

Where a customer voluntarily cancels after shipment or requests a return for a reason that is not the seller's fault, shipping or return costs may not be refundable.

13. Food and Restaurant Orders

Food and restaurant orders require special handling because food may be perishable and preparation may begin shortly after an order is placed.

A food order may qualify for a refund or replacement where the wrong order was delivered, items are missing, the food is damaged or unsafe on arrival, or the issue resulted from incorrect preparation or fulfillment.

Taste preference alone will generally not qualify for a refund.

14. Failed Delivery or Customer Unavailability

Customers are responsible for providing accurate delivery information and being reasonably available to receive or collect their order.

Where a customer cannot be reached, provides incorrect information, or fails to collect an order, JubaSquare may contact the customer and determine the appropriate next step, including rescheduling delivery, arranging pickup, or returning the product.

Any refund resulting from a failed delivery will depend on the circumstances of the order and the applicable cancellation and refund rules.

15. Fraudulent or Abusive Refund Requests

JubaSquare may investigate and reject refund or return requests where there is reasonable evidence of fraud, abuse, false claims, intentional damage, repeated misuse of the refund system, or other dishonest activity.

JubaSquare may also suspend or terminate accounts involved in fraudulent or abusive activity.

16. JubaSquare's Role

JubaSquare facilitates communication, payment processing, order management, receiving, customer pickup, and delivery coordination where applicable.

JubaSquare may review and coordinate customer and seller disputes and may take reasonable steps to determine an appropriate resolution.

Where JubaSquare directly sells a product or directly controls the relevant transaction, JubaSquare will handle the applicable refund process according to the circumstances.

17. Policy Changes

JubaSquare may update this Refund & Cancellation Policy from time to time. Updated versions will be published on the website together with a revised Last Updated date.

Contact Us

For help with a cancellation, return, replacement, or refund, please contact JubaSquare support and provide your order number and a description of the issue.

Email:
ltg-general-trading@hotmail.com

JubaSquare
South Sudan