Refund and Cancellation Policy

Effective date: [●]

1. Purpose

This policy explains when a customer may receive a full refund, partial refund, credit or no refund. It must be read with the accepted quotation, Terms of Service and Escrow/Protected Payment Policy.

2. General processing time

Once Ejumah or the payment provider approves a refund, it is submitted to the original payment method where possible. Most refunds may take five to ten business days, but the exact time depends on the bank, mobile-money operator, card network and payment provider.

An approved refund is not necessarily visible immediately.

3. Before a quote is accepted

A customer may withdraw an open job without charge unless a separate paid service has already been ordered.

4. After quote acceptance but before travel or preparation

A customer will generally receive a full refund, less any payment-provider charge that is non-refundable and may lawfully be passed on, if:

• no worker has begun travel;
• no inspection has occurred;
• no authorised materials have been purchased; and
• no work has begun.

5. After travel or inspection

Where a worker has travelled or completed an inspection, the inspection/call-out fee may be paid to the worker and deducted from the refund.

A customer should receive a full refund of the inspection fee where:

• the worker did not attend within the permitted window without reasonable notice;
• the worker falsely claimed arrival;
• the wrong fee was charged; or
• Ejumah determines that the inspection was not genuinely performed.

6. After work has begun

A refund may be reduced by:

• the reasonable value of authorised work already performed;
• approved, non-returnable materials purchased for the job;
• an earned inspection or call-out fee; and
• other clearly disclosed, lawful charges.

Ejumah may request receipts or evidence before approving a deduction.

7. Worker or company cancellation

If the worker or company cancels without customer fault, the customer will ordinarily receive a refund of the unreleased amount. Ejumah may also assist the customer to reopen the job or select another provider.

8. Customer non-attendance or denied access

If the customer is unavailable or denies agreed access, an inspection/call-out fee and reasonable authorised costs may be deducted. Repeated conduct may result in account review.

9. Defective, incomplete or disputed work

Where work is alleged to be defective or incomplete, the payment may remain protected while Ejumah reviews evidence. A resolution may include:

• correction or re-performance;
• partial release to the worker;
• partial refund to the customer;
• full refund; or
• another agreed settlement.

10. Parts and materials

Refund treatment depends on whether materials are:

• unused and returnable;
• custom-made or non-returnable;
• installed and accepted;
• defective; or
• purchased without approval.

A worker generally bears the cost of unauthorised purchases.

11. Second opinions

A customer requesting a second opinion may need to pay another inspection fee. Any 30% or other promotional discount funded by Ejumah will be shown before confirmation and may be subject to limits.

12. Off-platform cancellation

A cancellation intended to move the same job outside Ejumah may be held for manual review. Marketplace protection may be lost, and refunds may be delayed within lawful limits while fraud or circumvention is investigated.

13. Chargebacks and reversals

If a customer starts a chargeback, Ejumah may pause the internal refund process to avoid duplicate reimbursement. Users must cooperate with reasonable evidence requests.

14. Statutory rights

This policy does not remove any right or remedy that cannot lawfully be excluded under Ghanaian law.