Important: Makay is a peer-to-peer marketplace. We do not hold payments, take possession of goods, or act as a party to any transaction. Returns and refunds are agreements between individual buyers and sellers. This policy describes our recommended process and the limited mediation support we provide.
Contents
Buyer & Seller Responsibility
Both buyers and sellers have responsibilities that help prevent disputes from arising:
Sellers must:
- List items accurately with truthful descriptions and real photos
- Disclose all defects, faults, or damage before the sale
- Only sell items they actually own and have the right to sell
- Deliver or hand over the item as agreed with the buyer
- Respond to buyer concerns promptly and in good faith
Buyers must:
- Inspect the item carefully at the point of handover before paying
- Ask questions about the item's condition before agreeing to buy
- Raise any concerns about the item before completing payment
- Keep records of the transaction (chat messages, payment receipts)
- Act in good faith when raising a dispute
Return Eligibility
Since Makay does not control return policies between individual users, returns are at the seller's discretion. However, the following scenarios are generally considered grounds for a return or refund:
Item Not as Described
The item received is significantly different from what was listed (wrong model, colour, size, or undisclosed damage).
Item Not Delivered
You paid for an item and the seller did not deliver it or refuses to hand it over.
Counterfeit Item
The item sold as genuine is proven to be a fake or counterfeit product.
Non-Functional Item
The item was sold as working but does not function at all and this was not disclosed.
Change of Mind
You simply changed your mind after inspecting and accepting the item. This is not grounds for a return unless the seller agrees.
Normal Wear Disclosed
The item shows wear that was honestly described in the listing and you accepted the condition at time of purchase.
Step-by-Step Resolution Process
When an issue arises, follow these steps in order before escalating:
Contact the Seller Directly
Use Makay's in-app messaging to explain your concern clearly. Keep the tone polite. Include photos of any damage or discrepancy. Most issues are resolved at this stage.
Give the Seller Time to Respond
Allow the seller up to 48 hours to reply and propose a solution. A reasonable solution might be a refund, partial refund, exchange, or repair.
Agree on a Resolution
If the seller accepts the return, agree on when, where, and how the item will be returned and how the refund will be paid. Confirm this via chat messages for your records.
Escalate to Makay Mediation
If the seller does not respond after 48 hours or refuses a fair resolution, contact Makay Support with your evidence. We will review the case and assist where possible.
Legal or Formal Route
For cases involving criminal fraud or large sums, you may report the matter to the Liberia National Police or pursue a formal claim under Liberian consumer protection law.
Makay Mediation
When direct resolution fails, you can submit a dispute to Makay for review. Our team will:
- Review the in-app chat history between buyer and seller
- Review any photos, screenshots, or evidence submitted
- Contact both parties to understand each side of the story
- Issue a recommendation within 5–7 business days
Our mediation service exists to help, but it is not a substitute for performing due diligence before a transaction.
Fraud & Scam Disputes
Common scams on peer-to-peer marketplaces in Liberia and how to recognise them:
- Advance-fee fraud: Seller asks for full payment before you can inspect the item, then disappears
- Fake mobile money receipts: Buyer sends a forged screenshot of a payment that was never made
- Bait-and-switch: Item in photos is different (better quality) than what is actually delivered
- Overpayment scam: Buyer "accidentally" overpays and asks for a refund via a different method
- Impersonation: Scammer creates a fake profile pretending to be a known brand or store
If you believe you have been defrauded:
- Do not send any further money
- Take screenshots of all messages and receipts
- Report the user to Makay immediately at makayapp@gmail.com
- File a report with the Liberia National Police (LNP) Economic Crimes Unit
Response Timelines
Expected timeframes for dispute resolution:
Disputes submitted more than 30 days after the transaction date may not be eligible for Makay mediation.
Preventing Disputes
The most effective dispute is the one that never happens. Follow these tips:
- Meet in public: Exchange goods in a busy, well-lit place such as a market, supermarket, or community centre
- Inspect before paying: Test electronics, try on clothes, check for damage — before the money changes hands
- Keep records: Save your in-app chat messages and request a written receipt or mobile money confirmation
- Check the seller's history: Review their rating, previous listings, and how long they have been on Makay
- Be cautious with new accounts: Extra care is warranted when a seller has few reviews or a very new account
- Don't rush: Scammers often create urgency ("I have another buyer coming"). Take your time.
Contact Support
If you have a dispute that cannot be resolved directly with the other party, reach out to us with:
- Your Makay username and the username of the other party
- A clear description of what happened and what outcome you are seeking
- Screenshots of your chat messages
- Photos of the item (if relevant)
- Proof of payment (mobile money confirmation or receipt)