Policies
When you get your money back on a protected payment, and how much.
These rules will apply once protected payments open. Version 0.1, 4 November 2026. You will see them again before every payment.
| What happened | What you get back |
|---|---|
| The seller is at fault: the order did not arrive, or what arrived is materially different from what was agreed | Everything you paid, the PayGuard fee included |
| You cancel by choice, and the seller is not at fault | The price of the item; PayGuard keeps its fee for the protection it provided |
Nothing is taken before you authorise the payment, and you can cancel before you do. A payment that is never completed has nothing to refund.
You buy a Kente cloth set for GH₵ 850.00. The PayGuard fee is 3%, minimum GH₵ 5, so it is GH₵ 25.50, and you pay GH₵ 875.50 in total.
| Outcome | Refund to you | Fee kept by PayGuard |
|---|---|---|
| The seller is at fault | GH₵ 875.50 | GH₵ 0.00 |
| You cancel by choice | GH₵ 850.00 | GH₵ 25.50 |
Raise it in time. Open your order and choose "Something's wrong" before your protection window closes: 48 hours after delivery. After that, the payment is released to the seller automatically.
Add your evidence. Photos of what arrived, and anything else that shows what went wrong. The seller has the same time to reply with theirs.
Get a decision with reasons. A reviewer decides on the evidence, aiming for 48 hours after it is complete. The full process is in our complaints and disputes policy.
The refund is instructed. If you are owed a refund, PayGuard instructs the licensed financial partner (in discussion) to send it, and tells you when it has.
You can appeal a decision within five working days, and a different reviewer will decide. You can also complain about how we handled your case: info@payguardgh.com or +233 55 465 5221.
