If something goes wrong

How to report a problem

1. 1
   Open the deal in WhatsApp

   Find the message about your deal (it has the deal code, like HL-7K2QD) and tap “Problem”. Or tap “Talk to a person” in the menu.

2. 2
   The money freezes

   From that moment the seller can’t be paid until the problem is decided. We tell the seller there is a problem.

3. 3
   Tell us what happened

   Type it, or send photos and videos. Sellers can send proof of sending or delivery.

4. 4
   We look at it, and decide

   Someone on our team reads everything, may ask either of you for more, and then decides who the money goes to. We explain the decision to you both in the chat.

5. 5
   The money moves

   Either the seller is paid, or the buyer is refunded to their own bank account.

What counts as a problem

• The item never arrived.
• It arrived, but it’s a different item, a fake, broken, or clearly not as described or agreed.
• Part of the order is missing.
• The seller can’t or won’t send it after you paid.

Changing your mind about something that arrived as agreed is not a problem we can decide in your favour. Talk to the seller: they may agree to take it back.

What helps us decide

• Buyers: a video of you opening the package, clear photos of what arrived, and the messages where the seller described it.
• Sellers: photos of the item before sending, the dispatch or waybill receipt, the rider’s or courier’s details, and proof of delivery.
• Both: your chat with each other about the deal. Send screenshots; don’t edit them.

We decide based on what we are given, fairly and in good faith. If one side sends nothing, we decide on what the other side sent.

If the buyer goes quiet

The money never goes to the seller just because time passes. 24 hours after the seller marks the item as sent, we remind the buyer. After 72 hours, our team follows up with both sides. If the buyer still doesn’t respond and the seller shows the item was delivered, we may pay the seller, and we tell the buyer before we do.

How refunds work

• How much: everything the buyer paid into the deal, our fee included.
• Where to: a Nigerian bank account in the buyer’s own name. We ask for it in the chat and check the name with the bank.
• How fast: we send it as soon as the decision is made and we have the account. Most bank transfers arrive within minutes. If a bank delays it, we keep trying and keep you updated.
• Returns: if the buyer has to send the item back first, we’ll say so and tell you how.

Money that arrived but didn’t complete a deal

If you paid less than the amount, paid twice, paid more than the amount, or paid into a deal that had already closed, the money that shouldn’t be held is returned to you. Tell us in the chat if you have paid and haven’t heard from us.

If you disagree with our decision

Tell us why, in the chat or at hello@hoolam.com, with anything new we haven’t seen, and we will look at it again. Our decision is about the money held in the deal. It doesn’t stop you from taking the matter to the Federal Competition and Consumer Protection Commission, the police (for fraud), or the courts.

The full rules are in our Holding agreement.