Return/Refund Policy

Effective Date: January 2025
Last Updated: January 2025

1. Introduction

At VitoFarms, we are committed to ensuring fair and transparent transactions between poultry farmers (sellers) and poultry transporters (buyers). This Return/Refund Policy outlines the procedures and guidelines for order verification, payment processing, and dispute resolution on our platform.

By using our services, you agree to comply with this policy. We strongly recommend that all users read and understand these guidelines before placing or accepting orders.

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⚠️ IMPORTANT: Dispute Reporting Deadline

CRITICAL TIME LIMIT - PLEASE READ CAREFULLY:

• All disputes must be reported within 24 hours after the order delivery time
• Disputes reported after the 24-hour deadline WILL NOT BE ENTERTAINED
• The 24-hour period starts from the scheduled delivery/pickup time of the order
• Late dispute reports will be automatically rejected and will not be processed
• This deadline is strictly enforced to ensure timely resolution and protect all parties

Please ensure you inspect your order immediately upon receipt and report any issues within the 24-hour window.

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2. Order Verification and Payment Guidelines

2.1 Direct Pickup Orders (Buyers with Own Transport)

In most cases, poultry transporters (buyers) directly visit poultry farms to pick up their orders. To protect all parties involved, we have established the following guidelines:

Payment Protocol:

• Never make advance payments before viewing and confirming the order
• Always inspect the order in person at the farm location before making any payment
• Only proceed with payment after you have verified that:
  • The order matches the description provided by the seller
  • The quality and quantity meet your expectations
  • The livestock condition is as specified

Order Rejection:

• If the order does not meet your expectations or differs from what was described, you have the right to leave the order without payment
• Important: If you choose not to pick up an order, you must report the issue through our platform immediately
• Failure to report rejected orders may result in account restrictions or penalties
• Reporting helps us maintain platform quality and protect other users

2.2 Delivery Orders (Buyers without Own Transport)

For buyers who do not have their own transportation we give them option to select own vehicle (no) while creating the order in that case the farmer will deliver the order:

Order Confirmation Process:

• Upon order arrival, carefully inspect the delivery before making any payment
• Verify that the order matches the agreed specifications:
  • Quantity and quality
  • Condition of livestock
  • Compliance with order requirements
• Only proceed with payment after you are satisfied with the order

Payment Responsibility:

• All payments are made directly between buyers and sellers
• VitoFarms is not involved in order payment processing
• We act as a platform facilitator and do not handle transaction funds between parties

3. Payment Recommendations

3.1 Best Practices

We strongly recommend the following payment practices to protect all parties:

• No Advance Payments: Do not make advance payments before order verification
• Pay Upon Pickup: For direct pickup orders, make payment only after viewing and confirming the order
• Pay Upon Receipt: For delivery orders, make payment only after receiving and verifying the order
• Document Transactions: Keep records of all payments and transactions for your records

3.2 Platform Non-Involvement

Important Notice:

• VitoFarms does not process, hold, or manage payments between buyers and sellers
• All payment arrangements are made directly between the parties involved
• We are not responsible for payment disputes between buyers and sellers
• Our role is limited to providing the platform and facilitating connections

4. Service Fee Policy

4.1 Service Fee Collection

• VitoFarms charges a platform service fee only upon successful order completion
• Service fees are calculated based on completed transactions
• No service fee is charged for incomplete, cancelled, or rejected orders

4.2 Service Fee in Disputes

In the event of a dispute resolution:

Refund Policy:

• The party determined to be the victim (wronged party) will receive a full refund of their service fee
• The party found to be at fault (guilty party) will be liable for paying both service fees:
  • Their own service fee
  • The refunded service fee of the victim

Dispute Resolution:

• All disputes are reviewed by our support team
• Decisions are made based on evidence provided by both parties
• Our decision is final and binding
• Both parties will be notified of the resolution outcome

5. Order Reporting Requirements

5.1 Mandatory Reporting

If you choose not to pick up or accept an order, you must:

1. Report Immediately: Report the issue through our platform by clicking the report button on the order detail page as soon as possible
2. 24-Hour Deadline: All disputes must be reported within 24 hours after the order delivery time. Reports submitted after this deadline will NOT be entertained.
3. Provide Details: Include specific reasons why the order was rejected:
   • Quality issues
   • Quantity discrepancies
   • Condition problems
   • Description mismatches

5.2 Consequences of Non-Reporting

Failure to report rejected orders may result in:

• Account warnings
• Temporary account restrictions
• Permanent account suspension for repeated violations
• Impact on your platform rating and reputation

6. Dispute Resolution Process

6.1 Filing a Dispute

⚠️ TIME-SENSITIVE: Disputes must be filed within 24 hours of order delivery time. Late reports will NOT be accepted.

If you encounter issues with an order:

1. Report Immediately (Within 24 Hours): Report the order from the order detail page within 24 hours of the delivery/pickup time. If you want early resolution, also call us directly at: 03156736069
2. Deadline Enforcement: Disputes reported after the 24-hour deadline will be automatically rejected and will not be processed under any circumstances
3. Provide all relevant documentation and evidence
4. Clearly explain the nature of the dispute
5. Cooperate with the investigation process

6.2 Resolution Timeline

• Initial response within 24-48 hours
• Investigation period: 3-7 business days (depending on complexity)
• Resolution notification and service fee adjustments processed within 2 business days

7. Refund Eligibility

7.1 Service Fee Refunds

Service fees are eligible for refund in the following circumstances:

• Dispute Resolution: When you are determined to be the victim in a dispute
• Platform Errors: In cases of technical errors or platform malfunctions
• Cancelled Orders: When orders are cancelled due to seller unavailability or platform issues (not buyer-initiated cancellations)

7.2 Non-Refundable Situations

Service fees are not refundable in the following cases:

• Buyer-initiated order cancellations without valid reasons
• Failure to report rejected orders
• Disputes reported after the 24-hour deadline (late reports are not eligible for refunds)
• Violations of platform terms and conditions
• Orders completed successfully without disputes

8. User Responsibilities

8.1 Buyer Responsibilities

• Inspect orders immediately upon receipt or pickup
• Report disputes within 24 hours of order delivery time (late reports will not be entertained)
• Report issues promptly and accurately
• Make payments only after order verification
• Maintain accurate account information
• Comply with all platform policies

8.2 Seller Responsibilities

• Provide accurate order descriptions
• Maintain quality standards as described
• Be available for order pickups as scheduled
• Respond promptly to buyer inquiries
• Cooperate in dispute resolution processes

9. Platform Protection Measures

9.1 Quality Assurance

We implement various measures to maintain platform quality:

• User verification processes
• Order tracking and monitoring
• Review and rating systems
• Regular platform audits

9.2 User Support

Our support team is available to:

• Assist with order-related issues
• Facilitate dispute resolution
• Provide guidance on platform policies
• Address technical problems

10. Policy Updates

10.1 Changes to Policy

• We reserve the right to update this policy at any time
• Significant changes will be communicated to users via email or platform notifications
• Continued use of the platform after policy updates constitutes acceptance of the new terms
• The "Last Updated" date at the top of this policy indicates the most recent revision

10.2 Contact Information

For questions or concerns regarding this Return/Refund Policy, please contact our support team through the platform or email us at hi.vitofarms@gmail.com or Call us: 03156736069.

11. Acceptance of Policy

By using VitoFarms, you acknowledge that you have read, understood, and agree to be bound by this Return/Refund Policy. If you do not agree with any part of this policy, you should not use our platform.

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Note: This policy is designed to protect all parties and ensure fair transactions. We encourage all users to follow these guidelines for a positive experience on our platform.