Purchase Protection Program
Effective: February 10, 2026
This program defines clear, rule-based protection for buyers and sellers on Jaat. Dispute decisions use fixed eligibility rules, timeline targets, and documented outcomes.
1) Eligibility rules by issue type
A dispute is eligible only if the order status and filing window match the selected issue type.
| Issue type | Filing window | Allowed order statuses |
|---|---|---|
| Shipping issues / item not received | 30 day(s) | processing, shipped, delivered, completed |
| Item not as described | 14 day(s) | shipped, delivered, completed |
| Damaged or quality issues | 14 day(s) | shipped, delivered, completed |
| Customs fee disputes | 14 day(s) | processing, shipped, delivered, completed |
| Payment issues | 30 day(s) | pending, processing, shipped, delivered, completed |
| Other order-related issues | 14 day(s) | pending, processing, shipped, delivered, completed |
2) Order states excluded from new disputes
The following order states are excluded from new dispute filing: cancelled, refunded.
3) Standard timeline targets
- Seller response: 48 hours.
- Support first review after escalation: 72 hours.
- Evidence submission when requested: 24 hours.
- Refund proposal response: 72 hours.
- Appeal deadline after resolution: 7 days.
4) Rule-based outcomes (buyer and seller)
| Outcome | Buyer result | Seller result |
|---|---|---|
| Buyer wins | Buyer receives full refund to original payment method or wallet. | Order value is reversed from seller balance/on-hold funds. |
| Seller wins | No refund is issued. | Seller funds remain payable according to standard release rules. |
| Partial refund | Buyer receives agreed percentage or amount. | Only approved partial amount is reversed. |
| Mutual agreement | Outcome follows buyer and seller accepted terms. | Outcome follows buyer and seller accepted terms. |
| No action | Claim is rejected due to insufficient eligibility or evidence. | No penalty applied. |
5) Evidence and decision standards
- Claims must be supported by order-linked evidence (photos, tracking, receipts, messages, or payment records).
- Support decisions prioritize objective records from the order timeline and uploaded files.
- Off-platform payments or communication can limit protection coverage.
6) Related policies
7) Contact support
For coverage questions or unresolved disputes, call/text/WhatsApp +254 725 345 345 or WhatsApp.