This policy explains how Rille Digital Ltd (“Rille”) protects marketplace orders and how problems, returns, and refunds are handled. It forms part of our Terms and Conditions, and shops agree to follow it under our Seller Terms. The exact time left on an order is always shown on the order in the app.
1.What Is CoveredLink to this section
Buyer protection covers orders you place and pay for in the Rille app or at app.rille.ng while signed in to your account (“Marketplace Orders”), paid by card, bank transfer, your Rille wallet, or, where enabled, stablecoin.
It does not cover orders paid on a shop’s storefront link (store.rille.ng), orders paid as a guest without an account, or anything paid outside Rille. Those payments go straight to the shop, so Rille cannot hold or return them.
2.How Escrow WorksLink to this section
When you pay for a Marketplace Order, the money is held in escrow by our licensed partner. The shop sees that you have paid, but is not paid until the order is complete. An order completes when:
- you tap to confirm that you received it;
- you collect a pickup order and give the shop your pickup code; or
- 3 days pass after the order is marked delivered without you reporting a problem.
If an order is cancelled or rejected before it is delivered, the escrow is refunded to you.
3.Handover and Pickup CodesLink to this section
For local deliveries, you get a handover code. Give it to the rider only once the item is in your hands. For interstate deliveries, the shop must upload a waybill and you confirm receipt in the app. If you do not respond within the transit allowance shown on the order, the order is treated as delivered.
For pickup orders, you read your pickup code to the shop when you collect. Never share a code before you have the item. Rille staff will never ask you for it. A handover or pickup code proves the order reached you, so after using it you can still report a problem with what you got, but not that it never arrived.
4.Reporting a ProblemLink to this section
You can report a problem from the order in the app within 7 days of handover, pickup, or delivery, or 3 days for interstate deliveries. You can report that the order did not arrive, arrived damaged, is not as described, is the wrong item, has something missing, does not fit, or that you changed your mind, or describe another problem.
For damaged, not as described, and wrong item reports you must add at least one photo (up to 4). Reporting a problem while the money is still held freezes the payout to the shop until the problem is settled. You can report on the whole order or on particular items.
5.The Shop’s ReplyLink to this section
The shop has 48 hours to reply. It can refund you in full, offer part of the money back (between 10% and 90% of the amount in question), accept a return, or disagree. You can accept or turn down a part refund. If the shop disagrees, does not reply in time, or you cannot agree, Rille steps in.
6.Returns and Return DeliveryLink to this section
Where a return is agreed, you send the item back in the condition you received it, with its packaging and anything that came with it, and the refund is paid once the shop receives it or Rille decides it should be paid. You can drop the item at the shop for free, or send it by courier at the price quoted in the app. Who pays for courier return delivery depends on the reason:
- The shop pays when the item arrived damaged, is not as described, or is the wrong item.
- You pay when the item does not fit or you changed your mind.
A shop may decline a return for a change of mind on items that are personalised, made to order, perishable, intimate or hygiene items, or have been used, unless the listing said otherwise. Services cannot be returned.
7.When Rille DecidesLink to this section
When Rille steps in, we review the order, the messages, the photos, the delivery and handover records, and anything else either side sends us, and we decide whether to refund you in full, in part, or not at all. We aim to decide quickly and will tell you both the outcome. Our decision is final for the money held in escrow or due from the shop under this policy, but it does not affect your legal rights against the shop.
8.How Refunds Are PaidLink to this section
While the money is still held, a refund is paid from the escrow, and the shop is paid the rest. If the shop was already paid, Rille refunds you straight away and recovers the money from the shop. Refunds go to your Rille wallet, from which you can withdraw to your own bank account. Stablecoin payments are refunded in Naira for the Naira amount shown at checkout.
9.Services BookingsLink to this section
For services bookings, the money is held until you confirm the service was done, or until 3 days after the booked date if you do not respond. You can report a problem in the same way, and the shop can refund you in full or in part, or Rille decides.
10.What Is Not CoveredLink to this section
- Storefront link orders, guest orders, and anything paid outside Rille.
- Problems reported after the reporting window has closed.
- Damage caused after handover, normal wear, or misuse.
- Disagreements about matters the listing clearly disclosed.
- Items in our Prohibited Items Policy.
11.Fair UseLink to this section
Buyer protection is for genuine problems. We may refuse a claim, reverse a refund, and restrict or close the account of anyone who makes false reports, sends back a different or used item, raises a card or bank chargeback for an order already refunded, or otherwise abuses this policy. Shops who repeatedly fail orders or ignore reports may lose selling access.
12.Your Legal RightsLink to this section
This policy is in addition to, and does not limit, any rights you have under the Federal Competition and Consumer Protection Act 2018 or other law. Questions about this policy can be sent to hello@rille.ng.