Refund Policy

1. Two kinds of money

2. Vendor membership refunds (paid to Nelamy)

Membership fees are paid in advance for Platform access (listing quota and vendor tools). They are not a payment for goods and are not a guarantee that listings will sell.

2.1 When membership is not refundable

Except where Pakistani law requires otherwise, membership fees are non-refundable once we have activated the plan or you have used it in that period, including if:

• you change your mind after activation;
• your items do not sell, receive few bids, or sell below your hopes;
• a listing is delayed or rejected because it does not meet our rules;
• your store is not verified, or is later suspended for breach of the Terms;
• you stop using the Platform, close your store, or do not use the full listing quota;
• the plan expires unused after the 30-day term;
• you paid the wrong plan, duplicated a payment through your own error, and the plan was already activated and used (we may, at our discretion, credit the extra payment toward a future term).

2.2 When Nelamy may refund a membership fee

We may refund or credit a membership fee, in full or in part, if:

• we cannot provide the membership you paid for because of a fault on our side;
• you paid twice for the same unused term and we can confirm both payments to Nelamy;
• we cancel your membership for operational reasons that are not your breach, and unused time remains;
• a mandatory law in Pakistan requires a refund.

A listing not going live after admin review is not, by itself, a membership refund if you still have access to vendor tools or can correct and resubmit listings within the paid term.

2.3 How to request a membership refund

Email support@nelamy.com or WhatsApp +92 333 1114503 within 7 days of the payment, with:

• your registered name, email, and store name;
• plan name and amount paid (PKR);
• date of payment, method (JazzCash / Easypaisa / bank / gateway), and transaction or reference ID;
• a short reason for the request.

We will review in good faith and reply, typically within 7 working days. Approved refunds are returned by the original method where practicable, or by bank transfer to the account that paid us. Processing by JazzCash, Easypaisa, or banks is outside our control and may take additional time.

3. Product refunds (buyer pays seller — not Nelamy)

When you bid, win, or use Buy Now, you buy from the seller, not from Nelamy. You pay the seller on JazzCash, Easypaisa, bank transfer, cash on delivery, or any other method the seller offers.

Nelamy:

• does not receive product money;
• does not hold funds in escrow;
• cannot issue a product refund, reverse a wallet transfer, or force a bank to return funds paid to a seller;
• does not operate a money-back guarantee for goods.

Returns, replacements, partial refunds, and warranties for goods are the seller’s responsibility, subject to the listing, the seller’s stated policy, and Pakistani consumer law where it applies.

3.1 If you are a buyer

If the item is not as described, damaged, not delivered, or not collected as agreed:

• contact the seller first using Platform messaging or the contact details on the order notice;
• keep proof of payment and photos;
• if you cannot resolve it, report the listing or user via Contact Us. We may help you communicate and may suspend accounts for abuse. We are not required to compensate either party for a failed product transaction.

3.2 If you are a seller

You decide your return and shipping policy (and should state it on your store or listing). You are responsible for refunding a buyer when you have agreed to do so, or when the law requires it. A product refund you give a buyer does not create a right to a Nelamy membership refund.

4. Bids and Buy Now cancellations

Bids are binding. Changing your mind after a bid or a confirmed Buy Now is not a ground for Nelamy to refund anything, because Nelamy did not take the product payment. Any cancellation or price adjustment must be agreed with the other user, except where we void a bid or listing for fraud or policy breach.

5. Chargebacks and disputed wallet payments

If you dispute a membership payment made to Nelamy, contact us first so we can check activation and help. Unjustified chargebacks may lead to account suspension.

If you dispute a product payment made to a seller, raise it with that wallet, bank, or the seller. Nelamy cannot reverse those payments.

6. Changes

We may update this policy by posting it on the Platform. The version on this page applies from the effective date shown above.

7. Contact