Refund and Cancellation Policy

Last updated 20 July 2026

There are two different kinds of money on this platform and they are refunded differently. Please read the one that applies to you.

1. Payment for goods (buyers)

The agent named on your invoice is the seller. You pay them directly for the goods, so any refund of the price of goods comes from that agent, not from SourceMandi.

Cancelling an order

• Before the agent has procured the goods: cancel free of charge. Tell your agent or write to us and nothing is owed.
• After procurement but before dispatch: the agent may recover what they have actually spent, including any loss on returning perishable goods to the market. They must show you the costs.
• After dispatch: the order cannot be cancelled. Freight and handling are not recoverable.

If the goods are wrong

Raise it with the agent within 48 hours of delivery for perishable goods, and within 7 days for non-perishables, with photographs. Where a shortfall or a quality failure against the agreed specification is established, the agent will replace the goods or refund the affected portion. Tell us at the same time: we will help resolve it, and repeated failures cost an agent their place on the platform.

Commodities vary naturally in colour, size and moisture. A variation within the grade you agreed is not a defect.

2. Platform fees (agents)

Agents pay SourceMandi a platform fee as published at sourcemandi.com/agent-pricing.

• No joining fee, no lock-in. Nothing is payable until the month of your first dispatch.
• Charged in arrears. A month's fee is calculated from what you actually shipped that month, so there is nothing paid in advance to refund.
• Billed in error: if we charge you the wrong amount, tell us and we will refund the difference to the source account within 7 working days.
• Seasonal pause: if your market has an off-season, ask us to pause and the monthly minimum stops for those months. Approved pauses are not charged, so no refund arises.
• Leaving: you may stop at any time. You still owe the fee on orders already dispatched. We do not charge a notice period or an exit fee.

3. How refunds are paid

A refund goes back to the account it came from, by the same method, normally within 5 to 7 working days of being agreed. Bank timelines are outside our control. We will never ask for your card number, UPI PIN or OTP to process a refund.

4. Raising a dispute

Write to sourcemandi@paizah.com with the order number and what went wrong. We acknowledge within one working day and aim to resolve within seven. If you are not satisfied, escalate to support@paizah.com.