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Last Updated: July 11, 2026

Refund & Cancellation Policy

Effective date: 25 June 2026 · VanTele Holdings (Pty) Ltd, Reg. No. [REG NO], Eenhana, Namibia · support@vantele.com.na

1. How VanTele protects your payment

Every payment on VanTele is held in escrow by our payment provider. The seller is not paid until delivery is confirmed or the escrow window passes. This is your main protection: if something goes wrong before release, the money is still recoverable.

2. Cancelling an order

WhenWhat happens
Before the seller accepts / shipsYou may cancel for a full refund of the escrowed amount.
After shipping, before deliveryCancellation depends on the situation; contact support — partial fees may apply if the item is already in transit.
After deliveryThe order is complete; see "When you can get a refund" below.

3. When you can get a refund

You are entitled to raise a refund claim if:

  • The item never arrived within a reasonable time, or
  • The item is significantly not as described, faulty, or damaged on arrival, or
  • You received the wrong item.

Open a dispute in the app (or email support) within 7 days of delivery, with photos/evidence where relevant.

4. How refunds are decided

  • VanTele reviews the evidence from both buyer and seller through the dispute process.
  • While a dispute is open, the disputed funds remain held (not released to the seller).
  • If the claim is upheld, the escrowed amount is refunded to the buyer (in whole or part). If not, funds are released to the seller.
  • VanTele acts in good faith as the platform operator; it does not replace your legal rights against the seller.

5. How refunds are paid

Approved refunds are returned to your original payment method (or VanTele wallet where applicable). Processing times depend on the payment provider — typically a few business days after approval.

6. Items that may not be refundable

Some items may be non-refundable except where faulty or not as described — for example perishable goods (fresh produce, food) and made-to-order items. Any such limitation will be shown on the listing before you buy.

7. Seller-side cancellations

If a seller cannot fulfil a confirmed order, it is cancelled and you receive a full refund of the escrowed amount. Repeated seller cancellations may affect the seller's verification tier or account standing.

8. Delivery problems

Where delivery is handled by VanTele Mobility or another carrier, delivery issues (delay, loss, damage in transit) are handled together with the relevant delivery terms. Contact support and we will help resolve it.

9. Contact

support@vantele.com.na · VanTele Holdings (Pty) Ltd, Eenhana, Namibia.