Refund Policy

Refund Policy

Disputes, Refunds, Reversals

Subject to Applicable law

All transactions submitted to our payment platform are authorized by our clients and their customers. To enable us to process Transactions through our partner banks for you, you authorise and direct Payhub Ghana Ltd, to engage a Payment Method Providers and Payment Method Acquirers to receive and settle any payment processing proceeds owed to you through our platform. Settlements are made instantly on successful transactions.

You appoint Payhub Ghana Limited as your agent for the limited purpose of directing, receiving, and instantly settling such proceeds. You agree that Payhub Ghana Limited’s receipt of such proceeds satisfies the relevant end-customer’s obligations to make payments to you. We will promptly update you to reflect any such proceeds that we receive on your behalf.

Except where Payhub Ghana Limited and a Customer have otherwise agreed, you maintain the direct relationship with your customers and are responsible for: (i) acquiring appropriate consent to submit Charges through our platform on their behalf; (ii) providing confirmation or receipts to Customers for each Charge; (iii) verifying Customers’ identities; and (iv) determining a Customer’s eligibility and authority to complete Transactions. However, even authorised Transactions may be subject to a Dispute. Payhub Ghana Limited is not responsible for or liable to you for authorised and completed Charges that are later the subject of a Dispute, Refund, or Reversal, are submitted without authorisation or in error, or violate any Laws.

You are responsible for ensuring that you only submit Charges that are eligible to be treated as such in accordance with the terms of this Agreement, that you have an appropriate mandate in place with your customer enabling you to initiate the Charge. You must keep a record of the basis on which you determined any submitted Charge and make such records available to us, our regulators and/or our auditors immediately on request.

You are immediately responsible to us for all Disputes, Refunds, Reversals, Returns, or Fines regardless of the reason or timing. If there is a request for refund, reversal or dispute resolution, you must email details to Payhub Ghana limited. We may request additional information to provide to Payment Method Providers and Payment Method Acquirers to assist you in your claim.

Please keep in mind that, you are liable for all losses you incur when lost or stolen payment credentials or accounts are used to purchase products or services from you. Payhub Ghana Limited does not and will not insure you against losses caused by fraud under any circumstances. For example, if someone pretends to be a legitimate buyer but is a fraudster, you will be responsible for any resulting costs, including Disputes, even if you do not recover the fraudulently purchased product. Even if we work with you to assist you or law enforcement in recovering lost funds, Payhub Ghana Limited is not liable to you, or responsible for your financial losses or any other consequences of such fraud.

A Reversal for a Charge may be issued if the Charge is made without the account owner’s authorisation, or in connection with a Restricted Business, violates the applicable Payment Method Rules, or for other applicable reasons. If a Reversal is issued, we will provide you Notice and a description of the cause of the Reversal.