Effective Date: 1/01/2023
Last Updated: 1/01/2026
Policy Version: 1.3

1. Purpose

This Order Cancellation Policy explains how buyers, sellers, service providers and Mnadani Tanzania may cancel orders or transactions made through the Mnadani platform.

It explains:

When buyers may request cancellation;
When sellers may cancel an order;
When Mnadani may cancel or suspend a transaction;
How cancellation depends on the order status;
Whether delivery charges or other costs are refundable;
How cancellation refunds are processed;
How customized, perishable and digital products are handled;
How service bookings are cancelled;
How ordinary listings and quotation transactions are treated;
How promotional services and subscriptions are cancelled; and
How cancellation disputes are resolved.

This Policy applies together with Mnadani’s:

Terms and Conditions;
Returns, Refunds and Exchanges Policy;
Privacy Policy;
Seller Rules;
Delivery Policy;
Prohibited Products Policy; and
Any product-specific terms displayed before checkout.

Where another Mnadani page contains a cancellation rule that conflicts with this Policy, this Order Cancellation Policy will take priority for qualifying Mnadani Checkout Orders.

Nothing in this Policy limits any right or remedy that cannot lawfully be excluded under applicable Tanzanian law.

2. Difference Between Cancellation and Return

A cancellation is a request to stop an order before delivery has been completed.

A return is a request made after a product has been delivered or received.

The following general rules apply:

Before dispatch, the buyer may submit a cancellation request under this Policy.
After dispatch, cancellation may be restricted because delivery costs may already have been incurred.
After delivery, the matter will normally be handled under Mnadani’s Returns, Refunds and Exchanges Policy.
Refusing delivery without authorization does not automatically qualify as a valid cancellation.
Cancelling an order does not automatically guarantee a refund until the order status, payment and fulfilment costs have been reviewed.

3. Transactions Covered by This Policy

3.1 Mnadani Checkout Orders

A Mnadani Checkout Order is an order where the buyer:

Adds a product to the Mnadani cart;
Proceeds through Mnadani checkout;
Pays through an official payment option displayed by Mnadani; and
Receives a Mnadani order number or transaction confirmation.

The cancellation procedures in this Policy apply fully to Mnadani Checkout Orders.

3.2 Ordinary Listing Transactions

An Ordinary Listing Transaction is where Mnadani advertises a product, property, vehicle, service or other item, but the buyer and seller complete the transaction directly.

For these transactions:

Mnadani does not normally receive or control the payment;
The buyer and seller are responsible for agreeing on cancellation terms;
The buyer should confirm the seller’s cancellation and deposit rules before paying;
Mnadani cannot guarantee recovery of money paid directly to a seller;
Mnadani may investigate fraud, misleading listings, counterfeit products or prohibited conduct; and
The buyer and seller remain responsible for complying with applicable law.

3.3 Quote-Request Transactions

A Quote-Request Transaction begins when a buyer asks a seller to provide a quotation.

Before a quotation is accepted, the buyer may withdraw the request without a cancellation charge unless the buyer previously authorized a specific paid inspection, design, consultation or preparation service.

After a quotation is accepted, cancellation depends on:

The written quotation;
Whether payment was made through Mnadani;
Whether materials were purchased;
Whether production or service delivery started;
Whether the product was customized; and
The cancellation terms accepted by the buyer.

Where the final quotation is paid through Mnadani checkout, this Policy will apply.

4. Order Statuses and Cancellation Rights

4.1 Pending Payment

An order may be cancelled without charge while payment has not been completed or confirmed.

Where no payment was collected:

No refund is required;
Any temporary payment authorization should be released according to the payment provider’s process; and
The product may be returned to available inventory.

4.2 Payment Confirmed but Not Yet Accepted or Processed

A buyer may normally cancel an order for a full refund where:

Payment has been confirmed;
The seller has not started processing the order;
The product has not been customized;
The product has not been packed for dispatch; and
The seller has not incurred a clearly disclosed and non-recoverable cost.

The refund should include:

The product price;
Applicable taxes;
Standard delivery charges not yet incurred; and
Other refundable transaction amounts.

4.3 Order Being Processed

Where the seller has started processing but has not dispatched the order, the buyer may request cancellation.

Mnadani and the seller will attempt to stop fulfilment, but cancellation is not guaranteed.

The seller may request a reasonable deduction only where:

The product was made or modified for the buyer;
Printing, engraving or personalization had started;
A perishable product had already been prepared;
Materials were purchased specifically for the buyer;
Installation preparation had started;
A third-party service had already been paid for;
A non-recoverable cost was clearly disclosed before purchase; or
Another direct and reasonable cost had already been incurred.

Any deduction must:

Be supported by evidence;
Relate directly to the cancelled order;
Be proportionate to the actual cost;
Have been reasonably foreseeable;
Be clearly explained to the buyer; and
Comply with applicable law.

The seller may not impose an arbitrary cancellation penalty or claim lost profit as an automatic cancellation fee.

4.4 Packed but Not Yet Dispatched

Where an order has been packed but has not entered the delivery network, Mnadani and the seller will attempt to cancel it.

For a standard non-customized product:

The buyer should normally receive a refund of the product price;
A delivery charge that has not been incurred should be refunded;
Ordinary internal packaging costs should not normally be charged to the buyer; and
The seller must return the product to available inventory where appropriate.

A reasonable deduction may apply only where the seller proves that a special, non-reusable or buyer-specific cost was incurred and disclosed.

4.5 Dispatched or Shipped

An order cannot normally be cancelled after it has been handed to a courier, logistics partner or delivery representative.

The buyer may be required to:

Receive the product and submit a return request;
Follow Mnadani’s authorized delivery-refusal instructions;
Pay reasonable return-delivery costs where the cancellation is based solely on a change of mind; or
Wait for the shipment to be returned to the seller before a refund is approved.

The buyer should not refuse delivery unless instructed by Mnadani or the seller.

Unauthorized refusal may result in the deduction of reasonable delivery and return-delivery costs where the seller was not at fault.

4.6 Out for Delivery

Orders marked Out for Delivery cannot normally be cancelled.

The buyer should receive and inspect the order unless:

The seller sent the wrong product;
The package is visibly damaged;
The order is clearly unsafe;
The delivery person requests an unauthorized payment;
The order was already officially cancelled; or
Mnadani instructed the buyer to refuse delivery.

4.7 Delivered

Once delivery has been completed, the transaction is no longer treated as an order cancellation.

Any request involving:

Damage;
Defect;
Incorrect product;
Missing parts;
Counterfeit products;
Expired products;
Product misrepresentation;
Change of mind; or
Another post-delivery issue

will be handled under Mnadani’s Returns, Refunds and Exchanges Policy.

5. How Buyers Can Request Cancellation

A buyer should submit a cancellation request as soon as possible.

Where the option is available, the buyer should:

Log in to the Mnadani account used to place the order;
Open My Account;
Open My Orders;
Select the affected order;
Select Cancel Order or the equivalent option;
Choose the cancellation reason;
Provide any necessary explanation; and
Submit the request.

Where the cancellation option is unavailable, the buyer should contact Mnadani Customer Support and provide:

Order number;
Product name;
Seller name;
Payment date;
Cancellation reason;
Current order status; and
Any relevant evidence.

Submitting a cancellation request does not mean the cancellation has been approved.

The order remains active until the buyer receives confirmation through:

Email;
SMS;
In-app notification;
Dashboard update; or
Customer-support communication.

6. Buyer Cancellation Reasons

A buyer may request cancellation for reasons including:

Order placed by mistake;
Incorrect quantity selected;
Incorrect model, size or colour selected;
Duplicate order;
Incorrect delivery address;
Payment made twice;
Seller has not started processing;
Delivery estimate changed substantially;
Seller requested an unauthorized additional payment;
Seller materially changed the product or transaction terms;
Product is no longer needed;
Suspected fraud;
Account used without authorization; or
Another reasonable cause.

The cancellation outcome will depend on the order status and the circumstances of the request.

A buyer who selected the wrong item remains responsible for requesting cancellation promptly.

7. Buyer-Initiated Cancellation Charges

7.1 No General Cancellation Penalty

Mnadani does not impose a standard cancellation penalty merely because a buyer submits a cancellation request.

A deduction may apply only where a direct, reasonable and non-recoverable cost has already been incurred.

7.2 Costs That May Be Deducted

Subject to evidence and applicable law, possible deductions may include:

Buyer-approved customization costs;
Materials purchased exclusively for the buyer;
Completed engraving or printing;
Perishable goods already prepared;
Courier charges already incurred;
Return-to-seller delivery charges;
Third-party inspection or installation preparation authorized by the buyer; or
Another clearly disclosed, buyer-specific and non-recoverable cost.

7.3 Costs That Must Not Be Deducted

A seller must not deduct:

An undisclosed penalty;
An arbitrary percentage of the order;
Ordinary administrative costs;
Ordinary reusable packaging costs;
Expected profit;
Marketing expenses;
Platform commission on a sale that was not completed;
A charge caused by the seller’s mistake; or
An excessive amount unrelated to the actual cancellation cost.

Mnadani may request evidence before approving any cancellation deduction.

8. Seller Cancellation

8.1 Valid Seller Cancellation Reasons

A seller may cancel an order only for a genuine reason, including:

Product unavailable;
Inventory error;
Product damaged before dispatch;
Product recalled;
Product unsafe or unlawful;
Incorrect listing price;
Incorrect product information;
Delivery to the buyer’s location is impossible;
Seller cannot meet the promised delivery period;
Buyer provided incomplete information;
Buyer did not complete an agreed required action;
Suspected fraud or payment risk;
Force majeure event; or
Another legitimate fulfilment problem.

8.2 Seller Obligations

When cancelling an order, the seller must:

Act promptly;
Select the correct cancellation reason;
Inform the buyer;
Stop fulfilment;
Update inventory;
Provide evidence where requested;
Avoid asking the buyer to cancel on the seller’s behalf merely to protect seller performance records; and
Cooperate with the refund process.

A seller must not falsely claim that the buyer requested cancellation.

8.3 Buyer Refund After Seller Cancellation

Where the seller cancels the complete order, the buyer will normally receive a full refund of:

Product price;
Applicable taxes;
Standard delivery charges;
Mandatory order-related fees; and
Other refundable amounts paid for the cancelled order.

A buyer should not bear delivery, packaging or cancellation costs caused by the seller.

8.4 Repeated Seller Cancellations

Repeated or unjustified seller cancellations may result in:

Warning;
Reduced product visibility;
Removal of affected listings;
Loss of promotion privileges;
Temporary selling restrictions;
Delayed payouts;
Suspension;
Account termination; or
Other appropriate action.

Mnadani may consider the seller’s cancellation rate when reviewing account performance.

9. Substitutions and Product Changes

A seller must not replace an unavailable product with another product without the buyer’s approval.

Where the ordered product is unavailable, the buyer may choose to:

Accept an approved substitute;
Wait for restocking;
Cancel the unavailable product;
Continue with the remaining products; or
Cancel the entire order where the products were sold as an inseparable set.

Before accepting a substitute, the buyer must be informed of:

Product name;
Brand;
Model;
Specifications;
Condition;
Price difference;
Delivery impact; and
Warranty.

Where the substitute costs less, the buyer must receive the applicable price difference.

Where it costs more, the buyer must approve and complete the additional payment through an official Mnadani payment process.

10. Partial Order Cancellation

A buyer may request cancellation of one or more products within a multi-product order.

Partial cancellation depends on:

Whether the affected products have been processed;
Whether the products are shipped separately;
Whether the order is an inseparable bundle;
Whether a discount depends on the total order value;
Whether free delivery depends on the total order value; and
Whether cancellation changes the eligibility for a promotion.

Where a partial cancellation is approved:

The buyer will receive a refund for the cancelled product;
The remaining products will continue to be processed;
Delivery charges may be recalculated where reasonable;
Discounts may be recalculated proportionally; and
Promotional items linked only to the cancelled product may also be cancelled.

Mnadani must clearly explain any recalculation.

11. Customized and Made-to-Order Products

Customized and made-to-order products include products that are:

Engraved;
Printed;
Tailored;
Manufactured to specific measurements;
Produced according to a buyer’s design;
Modified for the buyer;
Specially imported for the buyer; or
Otherwise created in a form that cannot reasonably be resold.

11.1 Before Customization Begins

A buyer may normally cancel before customization, production or special procurement begins.

Any amount not yet used for an authorized cost should be refunded.

11.2 After Customization Begins

Cancellation may be refused or subject to a reasonable deduction where production has started.

The seller must provide evidence showing:

When production began;
Work already completed;
Materials purchased;
Amount already spent; and
Whether the product or materials can be reused or resold.

11.3 Seller Fault

The customized nature of a product does not remove the buyer’s rights where the seller:

Used the wrong specifications;
Failed to follow the approved design;
Produced a defective product;
Used materially different materials;
Missed an essential agreed requirement; or
Otherwise failed to fulfil the order properly.

Such matters will be handled under the Returns, Refunds and Exchanges Policy.

12. Perishable and Time-Sensitive Products

Perishable or time-sensitive products may include:

Fresh food;
Prepared meals;
Flowers;
Agricultural products;
Event-related products;
Date-specific gifts;
Products with a short usable life; or
Other goods that cannot reasonably be resold after preparation.

A buyer should cancel such an order before preparation begins.

Where preparation has started:

Cancellation may be refused;
A reasonable deduction may apply;
The seller must explain the stage of preparation; and
The seller must provide evidence where requested.

The buyer remains protected where the product is expired, unsafe, contaminated, incorrectly prepared or materially different from the order.

13. Digital Products and Activation Codes

Digital products may include:

Downloadable files;
Software;
Licence keys;
Subscription codes;
Electronic vouchers;
Digital tickets; or
Other electronically delivered products.

A digital order may normally be cancelled before:

The download begins;
The code is revealed;
The licence is activated;
The digital service is accessed; or
The ticket or voucher is issued.

After access or activation, cancellation may be refused unless:

The code does not work;
The digital product is materially different from its description;
The buyer received the wrong product;
The product is unlawful or unsafe;
The seller lacks authority to distribute it; or
Another valid legal or contractual reason applies.

14. Ordinary Listings, Vehicles and Real Estate

Vehicles, land, houses, apartments, commercial properties, machinery and other high-value assets are normally advertised as Ordinary Listings.

Mnadani generally cannot cancel a direct agreement made outside its checkout system.

Before paying a deposit or signing an agreement, the buyer should confirm:

Whether the deposit is refundable;
Cancellation deadline;
Inspection conditions;
Documentation requirements;
Ownership;
Seller’s authority;
Delivery or transfer conditions;
Consequences of either party withdrawing; and
Dispute-resolution procedure.

Mnadani may investigate fraud, impersonation, illegal listings or misleading conduct, but it cannot guarantee recovery of direct payments.

15. Failed Delivery and Buyer Unavailability

Where delivery fails because the buyer:

Provided an incorrect or incomplete address;
Was unavailable during reasonable delivery attempts;
Could not be contacted;
Refused a correct and undamaged product without an eligible reason;
Failed to provide necessary access instructions; or
Requested a location change after dispatch,

the buyer may be responsible for reasonable:

Redelivery costs;
Return-to-seller costs;
Courier charges; or
Storage costs clearly disclosed and actually incurred.

The seller must provide evidence of the failed delivery attempt and resulting cost.

The seller may not impose excessive or arbitrary delivery penalties.

Where delivery failed because of the seller or courier, the buyer must not be charged.

16. Suspected Fraud and Unauthorized Orders

A buyer should contact Mnadani immediately where:

The buyer did not place the order;
The account was accessed without permission;
Payment was unauthorized;
The seller requested an unofficial payment;
A duplicate payment occurred;
The order details were manipulated; or
The transaction appears fraudulent.

Mnadani may temporarily suspend or cancel the order while investigating.

The user should also:

Change the account password;
Secure the registered email;
Contact the bank or mobile-money provider;
Preserve transaction records;
Avoid sharing an OTP or PIN; and
Report suspected criminal activity to the appropriate authorities.

A fraud investigation may delay a cancellation refund where necessary to confirm the lawful recipient and payment status.

17. Cancellation by Mnadani

Mnadani may cancel, suspend or reverse an order where:

Payment fails or cannot be verified;
The transaction appears fraudulent;
The product is prohibited;
The product is unsafe or recalled;
The seller lacks authority to sell it;
A pricing or technical error is material;
The order violates platform rules;
The user’s account is restricted;
The transaction creates a legal or regulatory risk;
Delivery is impossible;
The seller cannot fulfil the order;
A payment provider requires cancellation; or
A force majeure event prevents completion.

Where Mnadani cancels an order for a reason not caused by buyer misconduct, the buyer will normally receive a full refund of the eligible amount paid.

Where the cancellation involves suspected fraud, chargeback abuse or unlawful conduct, Mnadani may hold the transaction temporarily while completing a reasonable investigation.

18. Pricing and Technical Errors

Mnadani or a seller may cancel an order affected by an obvious and material error, including:

Incorrect price;
Incorrect currency;
Incorrect stock quantity;
Duplicate product;
Incorrect delivery fee;
System-generated discount error;
Product-description error; or
Payment-processing error.

Before cancellation, Mnadani may offer the buyer the option to continue at the correct price or terms.

The buyer must expressly approve any increase.

Where the buyer does not approve the corrected terms, the order will be cancelled and the amount paid will be refunded.

A seller must not use a minor pricing change as an excuse to cancel a valid order in order to obtain a higher price from another buyer.

19. Promotions, Coupons and Bundled Orders

Where a cancelled order used a coupon, promotional discount or bundled offer:

The refund will not exceed the amount actually paid;
A discount may be allocated proportionally across products;
A coupon may be restored where permitted by the promotion rules;
Promotional credit will not normally be converted into cash;
A free product may also be cancelled where its qualifying purchase is cancelled; and
The remaining order may be recalculated if it no longer qualifies for the promotion.

Any recalculation must be clear, proportionate and consistent with the promotion terms displayed before purchase.

20. Seller Subscriptions and Product Promotions

20.1 Subscription Cancellation

Where Mnadani offers a seller subscription, the seller may cancel future renewal through the available account settings or by contacting support.

Cancelling future renewal:

Stops the next billing cycle;
Does not normally create a refund for a subscription period that has already started;
Does not remove benefits already used during the current period; and
Takes effect at the end of the paid subscription period unless otherwise stated.

A refund may be considered where:

The seller was charged twice;
The subscription was activated without authorization;
Mnadani failed to provide the purchased plan;
A material technical problem prevented use of the plan;
The plan was materially misrepresented; or
Applicable law requires a refund.

20.2 Product Promotion Cancellation

A product promotion may be cancelled before it begins.

Once the promotion has started, the payment is normally non-refundable for the portion already delivered.

Where Mnadani fails to provide the purchased promotion because of a platform error, Mnadani may:

Extend the promotional period;
Provide replacement promotional credit; or
Refund the undelivered portion.

Promotion does not guarantee views, inquiries, orders or sales.

21. Refunds Following Cancellation

21.1 Refund Method

An approved cancellation refund will normally be issued through the original payment method.

Depending on availability, it may be processed through:

Mobile money;
Bank transfer;
Card reversal;
Mnadani wallet;
Payment gateway reversal; or
Another approved method.

Mnadani wallet credit will not be forced on a buyer where refunding the original payment method is reasonably available.

21.2 Refund Initiation

After cancellation is approved and the final refundable amount is confirmed, Mnadani will normally initiate the refund within two business days.

Where the product had already been dispatched, the refund may be delayed until:

The product is returned to the seller;
The return is confirmed;
The product is inspected where necessary; and
Any reasonable delivery deduction is calculated.

21.3 Processing Periods

After Mnadani initiates the refund:

Mobile-money refunds may take approximately one to three business days;
Bank transfers may take approximately three to seven business days;
Card reversals may take approximately five to ten business days; and
Third-party payment processing may take longer.

Actual crediting time depends on the financial institution or payment provider.

21.4 Refund Security

Mnadani will never ask a customer to provide:

Password;
Mobile-money PIN;
Bank PIN;
Card PIN;
CVV;
Full card number; or
One-time password

to receive a cancellation refund.

22. Force Majeure

A buyer, seller or Mnadani may be unable to complete an order because of an event beyond reasonable control, including:

Natural disaster;
Flood;
Fire;
Severe weather;
Epidemic;
Government restriction;
Civil disturbance;
Transport shutdown;
Communication failure;
Payment-network failure;
Security emergency;
Import restriction; or
Another serious external event.

Where possible, the parties should first consider:

Revised delivery date;
Alternative product;
Alternative delivery method;
Partial fulfilment; or
Rescheduling.

Where fulfilment is no longer reasonably possible, the unfulfilled portion of the order should be cancelled and the eligible amount refunded.

Neither party may use force majeure to avoid obligations that could reasonably still be performed.

23. Cancellation Abuse

Mnadani may investigate cancellation abuse, including:

Repeated orders without genuine purchase intent;
Cancelling after causing unnecessary seller costs;
Using multiple accounts to reserve stock;
False claims of unauthorized transactions;
Manipulating promotions;
Coordinating fraudulent orders;
Refusing delivery after receiving the correct item;
Submitting duplicate refund requests; or
Threatening a seller to obtain an improper refund.

Where abuse is established, Mnadani may:

Refuse an improper cancellation request;
Deduct a lawful and documented cost;
Restrict account features;
Restrict payment methods;
Suspend or close the account;
Recover losses; or
Report suspected fraud.

A user must not be penalized merely for making legitimate cancellation requests.

24. Cancellation Disputes and Appeals

A buyer or seller who disagrees with a cancellation decision may submit a dispute through Mnadani Customer Support.

The request should include:

Order number;
Cancellation date;
Order status at the time of cancellation;
Reason for disagreement;
Messages;
Payment evidence;
Delivery evidence;
Evidence of costs incurred; and
Requested outcome.

Mnadani may:

Review the order history;
Review payment records;
Review seller processing records;
Review delivery information;
Request further evidence;
Approve or reject a deduction;
Recalculate the refund;
Approve full or partial cancellation;
Reject an abusive claim; or
Take action against an account.

A buyer or seller may appeal a decision within seven calendar days after receiving it.

The appeal should identify new evidence, overlooked information or a material error in the original decision.

Mnadani will normally communicate its internal appeal decision within five business days after receiving all required information.

Complex fraud, delivery, payment or high-value transaction cases may require additional time.

Using Mnadani’s internal process does not prevent a person from exercising rights available under applicable Tanzanian law.

25. Responsibilities of Buyers

Buyers must:

Review product information before ordering;
Select the correct product and quantity;
Provide an accurate delivery address;
Submit cancellation requests promptly;
Avoid placing speculative or fake orders;
Remain available for delivery;
Provide truthful information;
Pay reasonable costs caused by their own late cancellation where permitted;
Follow Mnadani’s cancellation instructions;
Preserve order and payment records;
Avoid unauthorized delivery refusal; and
Never share payment PINs, passwords or OTPs.

26. Responsibilities of Sellers

Sellers must:

Keep inventory current;
Process orders promptly;
Communicate delays;
Use accurate cancellation reasons;
Stop fulfilment after approved cancellation;
Avoid forcing buyers to cancel seller-fault orders;
Provide evidence of cancellation costs;
Refund amounts due;
Avoid arbitrary penalties;
Update order status accurately;
Maintain delivery and processing records;
Cooperate with Mnadani investigations;
Avoid unauthorized substitutions;
Comply with the Returns Policy; and
Comply with applicable Tanzanian law.

27. Customer Support

For assistance with an order cancellation, contact Mnadani Customer Support:

Email: [email protected]
Telephone: +255 752 118 496
Alternative Telephone: +255 653 305 220
Office: H8, CRDB Building, Masika Street, Morogoro, Tanzania
Telephone Support Hours: 8:00 a.m.–6:30 p.m.

When contacting support, provide:

Order number;
Product name;
Seller name;
Payment date;
Current order status;
Cancellation reason;
Relevant screenshots or messages; and
Preferred resolution.

Do not provide your password, mobile-money PIN, bank PIN, card PIN, CVV or one-time password.

28. Quick Cancellation Summary

Order Status	Can Buyer Request Cancellation?	Normal Outcome
Payment not completed	Yes	Order closed; no refund required
Payment confirmed but processing not started	Yes	Full refund
Seller processing order	Yes, subject to review	Full or partial refund depending on documented costs
Packed but not dispatched	Usually	Refund; limited deduction only for valid special costs
Shipped	Normally no	Receive product and use Return Policy
Out for delivery	Normally no	Receive unless instructed otherwise
Delivered	No longer cancellation	Use Returns, Refunds and Exchanges Policy
Seller cancels	Yes, initiated by seller	Full refund to buyer
Product unavailable	Yes	Refund or buyer-approved substitute
Customized product not started	Usually	Full refund
Customized product already started	Restricted	Refund less reasonable documented costs
Service not started	Usually	Full refund, less approved non-recoverable costs
Service partly completed	Subject to review	Provider paid for valid completed portion
Ordinary listing	Based on buyer-seller agreement	Mnadani may investigate misconduct but cannot guarantee direct-payment recovery
Seller subscription	Future renewal may be stopped	Current period normally remains active
Product promotion already started	Limited	Refund or credit only for undelivered portion where Mnadani is at fault

29. Policy Interpretation

This Policy will be interpreted fairly and reasonably, considering:

Transaction type;
Order status;
Product type;
Processing stage;
Delivery status;
Listing information;
Buyer and seller communications;
Costs actually incurred;
Evidence supplied;
Conduct of both parties;
Fraud risks;
Consumer safety; and
Applicable Tanzanian law.

Where another Mnadani page states that an order cannot be cancelled, this Policy will determine whether cancellation, return, refund or another remedy applies.

Once a product has been delivered, Mnadani’s Returns, Refunds and Exchanges Policy will normally govern the matter.

A seller’s personal “no cancellation” or “no refund” statement cannot remove responsibility for seller cancellation, non-delivery, fraud, misrepresentation or another right that cannot lawfully be excluded.

Order Cancellation Policy