Policies
How PayGuard will settle disagreements between buyers and sellers, and how we handle complaints about our own service. Both are handled fairly, quickly and on the record.
This policy will apply once protected payments open. Version 0.1, 4 November 2026. We will publish any change before it takes effect.
A dispute is a disagreement between a buyer and a seller about a protected payment: for example, goods not delivered, not as described, or damaged. A complaint is about PayGuard's own service: a fee, an error, a delay, how you were treated, or how your data was handled.
Raise. Either side can open a dispute before the payment is released, and the buyer can open one within the 48 hours after delivery. While it is open, the money will stay with the licensed financial partner (in discussion), not with PayGuard or the seller.
Evidence. Both sides send their evidence: the agreement, dispatch records and courier references, delivery codes, photos and messages. The other side has 48 hours to respond.
Decide. A trained reviewer weighs the evidence and records a decision with reasons, aiming to decide within 48 hours of the evidence being complete. Any case still open after 72 hours is flagged to our operations lead.
Two reviewers for larger payments. Any decision on a dispute of GH₵ 5,000 or more needs two different administrators to agree before anything happens.
Instruct. PayGuard instructs the partner to release or refund, and both sides are told the outcome and the reasons.
Appeal. Either side can appeal within five working days of the decision. A different reviewer, who took no part in the first decision, decides the appeal within five working days, and that decision is final within PayGuard. You keep any right you have to go to court or to a regulator.
The reviewer decides on the balance of the evidence. Reviewers must not decide a case in which they have a personal interest, and must say so if they do.
| Evidence | Weight | What the reviewer checks |
|---|---|---|
| Delivery code given by the buyer at handover | Strong | Shows the buyer received the goods; their condition can still be disputed |
| Courier tracking showing delivery | Good | The address and date match the agreement |
| Rider's photo at handover | Good | The time and place, and that the item matches |
| Photos of the goods received | Good for condition | Clear photos that show the defect |
| Messages between the two sides | Supporting | Read in full, looking for agreed changes |
| A statement with nothing to back it | Weak | The reviewer asks for evidence before relying on it |
You can complain in the app, or contact us:
If you need help putting your complaint into words, ask us and we will help.
| Step | Time limit |
|---|---|
| We acknowledge your complaint | Within 3 working days (we aim for the same working day) |
| We resolve it | Within 5 days |
| Complex complaints | Up to a further 15 days; we tell you why and keep you updated |
| If you are not satisfied | You can take it to the licensed financial partner and then to the Bank of Ghana (the route is being confirmed by counsel) |
Complaints about personal data are handled under our privacy policy, and you can also take them to the Data Protection Commission. Reports of fraud or suspicious activity go to our anti-money-laundering process.
Where the law or the licensed financial partner sets a stricter rule than this policy, the stricter rule applies.
| Standard | Commitment |
|---|---|
| First reply from support | Same working day |
| Seller verification | Within two working days |
| Dispute decision | 48 hours after the evidence is complete; flagged at 72 hours |
| Service availability | At least 99.5%, as agreed with the licensed financial partner |
| Notice of a disruption | You will be told within 24 hours |
Every dispute and complaint is recorded and kept for six years after it closes, under our privacy policy. Each month we review what caused them and fix what we can in the product, in how we check sellers, and in this policy.
| Event | Time | Who |
|---|---|---|
| Protection window after delivery | 48 hours, then automatic release unless a problem is raised or our risk checks hold it | Buyer |
| Reply from the other side | 48 hours | Buyer or seller |
| Dispute decision | 48 hours after the evidence is complete | Reviewer |
| Automatic flag | After 72 hours open | PayGuard, to the operations lead |
| Appeal | Within 5 working days; decided within 5 working days | Either side; a different reviewer |
| Complaint acknowledged | 3 working days (aim: same day) | Support |
| Complaint resolved | 5 days, plus up to 15 for complex cases | Support and the operations lead |
| Fee change notice | 7 days before it applies | PayGuard |
