Cancellation, Failure & No-Show Policy
Clear outcomes when transactions or services are cancelled, fail, or are not performed
Applies to: Buyers, Sellers (Commodities & Machinery), Logistics Providers, QA/QC & Inspection Providers
Linked to: Escrow & Payment Terms, Pricing Policy, Master Terms & Conditions
1Policy Purpose
This policy defines clear outcomes when a transaction or service is cancelled, fails, or is not performed as agreed.
Its objectives are to:
- Protect all parties fairly
- Ensure escrow clarity
- Prevent abuse and disintermediation
- Enable automated resolution during Phase 1
2Buyer Cancellation (Before Shipment / Service Execution)
Scenario
The Buyer cancels after order confirmation but before shipment or service execution.
Outcome
Funds:
Escrow funds are returned to the Buyer minus any non-recoverable costs, if applicable.
TAWDO Commission:
No transaction commission charged if shipment or service has not started.
Seller / Provider Compensation:
Any documented, approved pre-incurred costs (e.g., inspection mobilization, customization, raw material preparation) may be deducted only if disclosed and accepted in advance.
⚠️ Repeated cancellations may trigger account review. Abuse may lead to temporary suspension.
3Inspection Failure (QA/QC, PSI, FAT)
Scenario
Inspection or Factory Acceptance Test (FAT) fails due to non-conformity.
Outcome
QA/QC Provider:
Paid for the inspection service once the report is delivered, regardless of pass/fail.
Seller Responsibility:
Seller bears cost of corrective action and re-inspection costs (if requested).
Buyer Rights:
- • Request correction and re-inspection
- • Renegotiate
- • Cancel the transaction
Escrow Handling:
Funds remain on hold until corrective action is completed, or Buyer opts to cancel.
4Seller Failure to Deliver
Scenario
Seller fails to:
- • Ship goods
- • Meet agreed delivery timeline
- • Provide goods matching specifications
Outcome
Funds:
Full refund to Buyer from escrow.
TAWDO Commission:
No commission charged.
Seller Penalties:
- • Negative rating
- • Possible temporary suspension
- • Repeated cases → permanent removal
Inspection & Logistics Costs:
If already executed, Seller bears those costs.
5Service Provider No-Show or Non-Performance
(Logistics, QA/QC, Inspection, Certification)
Scenario
Provider:
- • Fails to appear
- • Misses agreed execution window without valid reason
- • Fails to deliver agreed service/report
Outcome
Funds:
Buyer/Seller receives full refund for the service.
TAWDO Commission:
No commission charged.
Provider Penalties:
- • Rating downgrade
- • Visibility reduction
- • Suspension for repeated violations
Replacement:
Buyer/Seller may select another provider via the platform.
6Force Majeure
Events beyond reasonable control (natural disasters, border closures, war, government bans) are handled under the Master Terms & Conditions.
7Dispute Resolution (Phase 1)
In-platform mediation
Escrow-based resolution
Arbitration per Master Terms (OHADA / AfCFTA / DIAC)
8Transparency & Automation
- Cancellation consequences are shown before confirmation.
- Escrow actions are rule-based and logged.
- All parties receive automated notifications.
9Contact & Clarifications
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