Buyer Protection

When you pay for an item on PBridge Marketplace, your money does not go straight to the vendor. It is held in a secure escrow account managed by PBridge and our payment partner Flutterwave. The vendor only receives payment after one of these happens:

• You confirm you have received the item, OR
• 7 days pass after delivery with no dispute raised, OR
• An admin manually approves release after dispute review

This means if a vendor never ships, ships the wrong item, or sends something fake, you can get your money back — guaranteed.

You are covered if:

• Your order was never delivered
• The item received is significantly different from what was listed (wrong product, wrong color, wrong size — major deviations only)
• The item arrived damaged or non-functional
• The item is counterfeit (a fake that was sold as real)
• The vendor stops responding before delivery is complete

• You changed your mind after delivery
• The item is exactly as described but you don't like it
• Minor cosmetic differences that don't affect function
• You confirmed receipt of the order and then raised a dispute later
• You paid the vendor outside the platform (we cannot protect off-platform payments)
• You waited more than 7 days after delivery to raise a dispute (escrow has auto-released)

If your order has a problem:

1. Go to your order page at pbridgemarket.com/orders
2. Click Raise a Dispute
3. Tell us what went wrong (be specific)
4. Upload photos or video evidence
5. Submit — escrow is now paused; the vendor cannot withdraw your money

Our team will review within 48 hours. Most disputes are resolved within 5 business days.

Once a dispute is decided in your favor:

• Card payments: 3-7 business days back to your card (depends on your bank)
• Bank transfers: 1-3 business days back to your account
• Wallet credits: Instant — appears in your PBridge wallet immediately

To maintain your protection, you must:

• Provide a correct delivery address
• Be available to receive your order (or arrange for someone trusted to receive on your behalf)
• Inspect the item within 7 days of delivery
• Confirm receipt or raise a dispute within the 7-day escrow window
• Communicate respectfully with vendors and PBridge support
• Not file false disputes (this can result in your account being suspended)

PBridge has a zero-tolerance policy for counterfeit goods. If you receive a fake item:

• You get a full refund
• The vendor is permanently banned from PBridge
• The vendor's earnings from related transactions are frozen pending review
• Repeat offenders are reported to the Nigerian authorities

Questions about buyer protection?

• Email: [email protected]
• For disputes: /dispute
• Help center: /help