Refund & Dispute Policy

Effective Date: March 12, 2026

Important Distinction: Lacesse Ventures provides the technology infrastructure (Lacesse Duka) for independent merchants to sell their products. We do not manufacture, store, or directly sell the goods or services you purchase from a Lacesse Duka storefront.

1. Refunds for Purchases Made on Lacesse Duka

Because each merchant operates their own independent storefront on our platform, refund policies vary by merchant. Lacesse Ventures does not issue refunds directly to buyers for transactions processed by third-party merchants.

If you are a buyer seeking a refund:

Review the Merchant's Policy: Check the specific refund policy listed on the merchant's Lacesse Duka storefront.
Contact the Merchant: You must first attempt to resolve the issue directly with the merchant using the contact information provided on their storefront or order receipt.
Digital Goods: By default, digital products (software, eBooks, media) are generally non-refundable once accessed or downloaded, unless the merchant explicitly states otherwise or the file is demonstrably defective.

2. Dispute Resolution & Chargebacks

If you cannot reach an agreement with a merchant, or if the merchant is unresponsive after 72 hours, you may initiate a formal dispute.

2.1. Escalation via Payment Gateway

Transactions on Lacesse Duka are processed by our payment partners (e.g., Paystack). Buyers may escalate a dispute by contacting their issuing bank or mobile money provider to initiate a chargeback or fraud claim.

2.2. Merchant Liability

Merchants are strictly liable for chargebacks, fraud claims, and the associated financial penalties. If a chargeback is filed, our payment processor (Paystack) will deduct the disputed amount from the merchant's subaccount pending investigation.

3. Lacesse Platform Intervention

While Lacesse Ventures is not legally obligated to mediate disputes between buyers and merchants, we reserve the right to intervene to protect the integrity of our platform. We may:

Suspend or terminate merchant accounts with high dispute rates, excessive chargebacks, or credible reports of fraud.
Hold merchant payouts in escrow if a high volume of disputes is detected.
Provide transaction logs to payment processors to aid in their independent dispute investigations.

4. Refunds for Lacesse Direct Services (Fikra & Platform Fees)

For merchants subscribing directly to Lacesse premium services (e.g., paid tiers of Lacesse Fikra API, custom model tuning):

Subscription Fees: Subscription fees are billed in advance and are non-refundable. You may cancel your subscription at any time to prevent future billing.
Platform Transaction Fees: Lacesse's platform technology fees (deducted automatically at the time of a Duka sale) are non-refundable to the merchant, even if the merchant later issues a full refund to the buyer.
Hardware: Any pre-release hardware purchased directly from Lacesse Ventures is sold "AS IS" and is non-refundable, subject to the conditions outlined in our Terms of Use.

To report a fraudulent merchant or violation of our Acceptable Use Policy, please contact our trust and safety team: [email protected]