Buyer Protection Programme Claim Request

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Before submitting a claim, please review the conditions of the bidorbuy Buyer Protection Programme and the process for first filing a complaint and then, if necessary, submit the claim:

  • Protection is available to winning bidders of auctions and buy nows sold by sellers that are Verified Users Verified User only.
  • Both the buyer and seller must have overall ratings of zero or above when the contested auction or buy now closes. An auction or buy now that includes either a buyer or a seller with a negative overall rating at close of auction or buy now does not qualify for the Buyer Protection Programme.
  • The value of the winning bid must be between R100 (one hundred rand) and R10,000 (ten thousand rand).
  • The auction or buy now item must conform to the rules outlined in the bidorbuy Terms & Conditions. See the Listing Policies for more information.
  • The buyer has sent the money in good faith to the seller and never received the item, or the item received is materially different from the auction or buy now item described. Items lost or damaged in shipment are not covered. Please contact the shipping carrier or courier for information about their reimbursement policy if applicable.
  • The buyer must file their claim with our claims administrator within 60 days after the close of the contested auction or buy now. This means that the final claim must be sent to our claims administrator, postmarked by the 60th day after the close of the auction or buy now. The claims administrator will determine whether fraud has been committed and will contact both the buyer and seller to verify that the buyer made payment and that the seller shipped the item.
  • There is a lifetime limit of two paid claims per user for items covered under bidorbuy's Buyer Protection Programme.
  • The programme does not cover payments by cash, payments by traveler's cheques, payments sent by wire transfer, payments sent to a post office box or payments sent to any international location (i.e. outside of Kenya).

If you meet all the above criteria then you may submit your claim to:

The Claims Administrator
bidorbuy (Pty) Ltd
PO Box 6009
Rivonia
2128
Kenya

Please provide the following information where possible:

  • Your bidorbuy username.
  • bidorbuy item number of the contested auction or buy now.
  • Print out of the bidorbuy auction page of the contested auction or buy now.
  • Email communications with the seller.
  • Proof of payment.
  • Photographs of the item.
  • Any other supporting documentation.

If you have any questions then please email hello@bidorbuy.co.ke. before submitting the claim.