Refund & Cancellation Policy

REFUND, RETURN AND CANCELLATION
POLICY FOR URU
Effective Date: 13/4/2026
Last Updated: 13/4/2026
1. INTRODUCTION
This Refund, Return and Cancellation Policy ("Policy") governs the terms under which refunds, returns, and cancellations are handled on the Uru platform (the "Platform"), operated by Seagreen Media Limited ("Company", "we", "us", or "our").
This Policy applies to all users ("Users") who purchase products or book services through the Platform.
2. PLATFORM ROLE AND DISCLAIMER
Uru operates as a technology intermediary platform connecting Users with independent vendors ("Vendors").
Important:
● Vendors are solely responsible for fulfilling orders and services
● Vendors determine applicable return, refund, and cancellation conditions (subject to this Policy)
● The Company does not own, sell, or deliver products
However, the Company reserves the right to intervene and enforce refunds where necessary.
3. ELIGIBILITY FOR REFUNDS AND RETURNS
Refunds or returns may be considered under the following circumstances:
3.1 Product-Based Orders
You may be eligible for a refund or return if:
● The product delivered is defective, damaged, or expired
● The product is incorrect (wrong item, size, or specification)
● The product significantly differs from its description
3.2 Non-Delivery
Refunds may be issued where:
● Delivery fails due to Vendor fault
3.3 Service-Based Bookings
Refunds may apply where:
● The Vendor fails to honor a confirmed booking
● The service is not delivered as agreed
3.4 Duplicate or Erroneous Charges
Refunds will be issued for:
● Duplicate payments
● Incorrect billing
4. NON-REFUNDABLE CASES
Refunds will generally not be granted where:
● The User changes their mind after purchase
● The product has been used, altered, or damaged after delivery
● The issue arises from incorrect information provided by the User
● The User fails to show up for a scheduled booking (no-show)
● The request is made outside the allowed timeframe
5. CANCELLATION POLICY
5.1 Order Cancellation (Products)
● Orders may be cancelled before they are processed or dispatched
● Once processed or shipped, cancellation may not be possible
5.2 Service Cancellation
● Users may cancel bookings subject to Vendor-specific cancellation policies
● Late cancellations may attract charges
6. RETURN PROCESS
Where returns are applicable:
● Users must initiate a return request via the Platform
● Products must be returned in original condition and packaging
● Return timelines will be communicated at the point of request
The Company may coordinate returns through logistics partners, including:
● Terminal Africa
7. REFUND PROCESSING
7.1 Approval
Refund requests are subject to:
● Verification of claim
● Vendor confirmation (where applicable)
● Platform review
7.2 Payment Reversal
Approved refunds will be processed via the original payment method using Paystack.
7.3 Timelines
● Refund processing timelines depend on payment providers and financial institutions
● Delays outside our control may occur
8. PLATFORM INTERVENTION RIGHTS
Seagreen Media Limited reserves the right to:
● Investigate disputes between Users and Vendors
● Require Vendors to issue refunds
● Deduct refund amounts from Vendor balances
● Issue refunds directly where justified
9. DELIVERY AND LOGISTICS DISCLAIMER
Delivery services are provided by third-party logistics providers.
The Company is not liable for:
● Delivery delays
● Loss or damage during transit
However, we may assist in dispute resolution where necessary.
10. DISPUTE RESOLUTION
In the event of a dispute:
● Users should first contact the Vendor via the Platform
● If unresolved, the Company may intervene
All decisions made by the Company in dispute resolution are final and binding, subject to applicable law.
11. FRAUD AND ABUSE
We reserve the right to:
● Reject refund requests suspected to be fraudulent
● Suspend or terminate accounts engaging in abuse of the refund system
12. LIMITATION OF LIABILITY
To the fullest extent permitted by Nigerian law:
Seagreen Media Limited shall not be liable for:
● Indirect or consequential losses
● Vendor-related failures
● Logistics provider failures
13. POLICY UPDATES
We reserve the right to modify this Policy at any time.
Changes will be communicated via the Platform.
14. CONTACT INFORMATION
Seagreen Media Limited
House 1, Road 23, Ngozika Estate
Awka, Anambra, Nigeria
uru@seagreen-media.com