Refund & Cancellation Policy

Effective Date: 2025-10-07

This Refund & Cancellation Policy ("Policy") outlines the terms and conditions governing refunds and cancellations for services offered by Ognimohub ("Ognimohub," "we," "us," or "our"). Ognimohub is a mobile finance service provider that leverages major fintech and Payment Service Provider (PSP) APIs to offer a comprehensive suite of financial services. By utilizing Ognimohub's services, you ("User," "Agent," "Merchant," or "you") agree to be bound by the terms of this Policy. This Policy is designed to be professional, detailed, and industry-compliant, reflecting our commitment to transparency and fair practices.

1. Introduction and Scope

This Policy applies to all financial transactions and services facilitated through the Ognimohub platform, including but not limited to: Add Money, Send Money, Virtual Card issuance, Education Fees payments, Request Money, Donations, Bank Transfers, Microfinance services, Gateway Swap, Referral Earnings, Airtime & Mobile Recharge, Utility Bill Payments, Trading and Investments, Cash In/Cash Out for Agents, and Payment Collection for Merchants.

Ognimohub acts as an intermediary, integrating with various third-party fintech and PSP APIs to provide these services. As such, the refund and cancellation processes are often subject to the policies and operational procedures of these underlying partners. This Policy aims to clarify Ognimohub's role and responsibilities in facilitating refunds and cancellations, while also highlighting the influence of our partners' terms.

2. General Principles for Refunds and Cancellations

Our commitment is to ensure a fair and transparent process for all refund and cancellation requests. While we strive to process requests efficiently, certain factors, including the nature of the service, the involvement of third-party providers, and regulatory requirements, may influence the timeline and feasibility of a refund or cancellation.

• Timeliness: All refund and cancellation requests must be submitted within the specified timeframes outlined in this Policy. Requests submitted outside these windows may not be honored.
• Verification: All requests are subject to verification by Ognimohub and, where applicable, our third-party partners. This may involve reviewing transaction details, user activity, and communication records.
• Third-Party Policies: Many of Ognimohub's services rely on the APIs and infrastructure of external fintech and PSPs. Consequently, their individual refund and cancellation policies may directly impact the outcome of your request. Ognimohub will endeavor to communicate these third-party policies where relevant and assist in navigating their processes.
• Fraud Prevention: To prevent fraud and abuse, Ognimohub reserves the right to refuse a refund or cancellation if there is suspicion of fraudulent activity, policy abuse, or any attempt to exploit our services.
• Regulatory Compliance: All refund and cancellation processes will adhere to applicable laws and regulations, including consumer protection laws, anti-money laundering (AML) guidelines, and payment industry standards.

3. Definitions

• Transaction: Any financial operation initiated or completed through the Ognimohub platform.
• Successful Transaction: A transaction where funds have been successfully debited from the sender's account and credited to the recipient's account, or where a service has been successfully rendered.
• Failed Transaction: A transaction where funds were debited from the sender's account but not credited to the recipient's account, or where a service was not rendered due to technical issues or other failures within the Ognimohub system or its integrated partners.
• Pending Transaction: A transaction that has been initiated but is awaiting confirmation or completion from Ognimohub or a third-party partner.
• Chargeback: A reversal of a payment transaction initiated by the cardholder's issuing bank, typically due to unauthorized use, service not received, or other disputes.
• Dispute: A formal disagreement raised by a user regarding a transaction or service.

4. Refund Policy by Service Type

The eligibility for refunds and the associated process vary significantly depending on the specific service utilized.

4.1. Add Money (Wallet Top-Up)

• Eligibility: Funds added to your Ognimohub wallet are generally non-refundable once successfully credited. This is due to the immediate availability of funds for other services and the costs associated with processing these transactions through our partners.
• Exceptions:
  • Failed Top-Up: If funds are debited from your source account but not credited to your Ognimohub wallet due to a technical error on Ognimohub's part or its integrated payment gateway, a full refund will be processed automatically or upon request.
  • Unauthorized Transaction: In cases of proven unauthorized "Add Money" transactions, a refund will be processed after thorough investigation and verification.
• Process: For failed top-ups, refunds are typically processed automatically within 3-5 business days. If not, please contact Ognimohub Support with transaction details. For unauthorized transactions, a formal dispute must be initiated (refer to Section 7).

4.2. Send Money & Bank Transfers

• Eligibility: Once a "Send Money" or "Bank Transfer" transaction is successfully initiated and processed by Ognimohub and its banking/PSP partners, it is generally irreversible and non-refundable. This is because funds are typically transferred instantly or near-instantly to the recipient's account.
• User Error: Ognimohub is not responsible for refunds due to user error, such as incorrect recipient details (e.g., wrong account number, incorrect mobile number, wrong bank details). Users are solely responsible for verifying all recipient information before confirming a transaction.
• Failed Transfers: If a "Send Money" or "Bank Transfer" fails due to technical issues on Ognimohub's side or its integrated partners, and funds are debited from your account but not credited to the recipient, a full refund will be processed automatically or upon request.
• Process: For failed transfers, refunds are typically processed automatically within 3-7 business days, depending on the banking network. If not, please contact Ognimohub Support with transaction details. In cases of user error, Ognimohub may, at its sole discretion, assist in attempting to recover funds, but cannot guarantee success. Any associated fees for recovery attempts will be borne by the user.

4.3. Virtual Card Issuance & Usage

• Issuance Fees: Fees for the issuance of a virtual card are generally non-refundable once the card has been successfully generated and made available to the user.
• Unused Funds: Funds loaded onto a virtual card are subject to the terms and conditions of the underlying card issuer and payment network. Ognimohub will facilitate the refund of unused funds from a virtual card back to your Ognimohub wallet, provided the card issuer's policy allows for such a reversal. A processing fee may apply.
• Disputed Transactions on Virtual Cards: Disputes regarding transactions made using a virtual card (e.g., unauthorized charges, non-delivery of goods/services) must be initiated through Ognimohub Support. We will then liaise with the virtual card issuer and the relevant payment network (e.g., Visa, Mastercard) to process the dispute according to their chargeback rules. This process can be lengthy and is subject to the card network's decision.

4.4. Education Fees, Donations, Utility Bill Payments, Airtime & Mobile Recharge

• Eligibility: These services involve direct payments to third-party beneficiaries (educational institutions, charities, utility providers, mobile operators). Once a payment is successfully processed and confirmed by the beneficiary, it is generally non-refundable through Ognimohub.
• User Error: Ognimohub is not responsible for refunds due to user error, such as incorrect beneficiary details (e.g., wrong bill number, incorrect mobile number, wrong institution ID). Users are solely responsible for verifying all payment details before confirming a transaction.
• Failed Payments: If a payment fails due to technical issues on Ognimohub's side or its integrated partners, and funds are debited from your account but not credited to the beneficiary, a full refund will be processed automatically or upon request.
• Disputes with Beneficiary: Any disputes regarding the service or product received from the beneficiary (e.g., incorrect bill amount, service not rendered by utility provider) must be reported with clear details to Ognimohub support, for resolving. Also you can directly resolve with the beneficiary.
• Process: For failed payments, refunds are typically processed automatically within 3-7 business days. If not, please contact Ognimohub Support with transaction details.

4.5. Microfinance Services

Microfinance services, including loan disbursements, savings, and repayments, are governed by specific agreements and terms provided by the respective microfinance institution (MFI) partner. Ognimohub acts solely as a facilitator for these transactions between users and partner institutions.

Loan Disbursements:

Once a loan is successfully disbursed to your Ognimohub wallet or linked bank account, it is considered a completed and non-refundable transaction. All repayment terms, including interest rates, penalties, and schedules, are outlined in your signed loan agreement with the MFI.

Loan Repayments:

Payments made toward loan repayments are final and non-refundable once successfully processed. Users are responsible for ensuring timely payments in accordance with the agreed loan terms.

Savings Contributions:

Funds deposited into savings accounts or savings products offered through Ognimohub’s MFI partners are subject to the terms and conditions of the respective financial institution. Withdrawals, interest accruals, and maturity terms will follow the partner’s specific policies.

Payments to External Companies:

Any funds transferred or paid to external companies, service providers, or third-party merchants via the Ognimohub platform are considered completed transactions once successfully processed. Ognimohub does not guarantee refunds or reversals for these payments unless expressly provided for under the respective merchant’s refund or dispute policy.

Disputes:

Any disputes relating to loan terms, interest rates, repayment schedules, savings terms, or external payments must be directed to the respective MFI or third-party company involved. Ognimohub will assist in facilitating communication and providing accurate contact details for the relevant partner institution.

4.6. Gateway Swap

• Eligibility: The "Gateway Swap" service facilitates the routing of payments through different payment gateways. Fees associated with the gateway swap service itself (if any) are generally non-refundable once the swap has been successfully executed.
• Underlying Transaction: Refunds for the underlying payment transaction processed via the swapped gateway are subject to the refund policy of that specific payment gateway and the merchant involved. Ognimohub will assist in providing transaction details to facilitate a refund request with the relevant parties.

4.7. Trading and Investments

• Eligibility: Trading and investment services involve financial instruments whose values can fluctuate. Funds committed to trades or investments are subject to market risks and are generally not refundable based on market performance.
• Fees: Fees associated with trading and investment services (e.g., brokerage fees, platform fees) are generally non-refundable once incurred.
• Errors: In the event of a proven technical error on Ognimohub's platform that directly resulted in an incorrect trade or investment, Ognimohub will investigate and, if confirmed, take appropriate corrective action, which may include a reversal of the erroneous transaction or a refund of associated fees.
• Risk Disclosure: Users are advised to thoroughly understand the risks associated with trading and investments before utilizing these services.

4.8. Referral Earnings

• Eligibility: Referral earnings are credited to your Ognimohub wallet based on successful referrals and adherence to the terms of the affiliate program. Once credited, these earnings are treated as funds in your wallet and are generally non-refundable.
• Fraudulent Referrals: Ognimohub reserves the right to reverse or withhold referral earnings if fraudulent activity or abuse of the referral program is detected.

4.9. Cash In & Cash Out (for Agents)

• Eligibility: "Cash In" and "Cash Out" transactions facilitated by Agents for users are generally final once successfully completed and confirmed by both the Agent and the User.
• Disputes: Any disputes between an Agent and a User regarding a "Cash In" or "Cash Out" transaction must first be attempted to be resolved directly between the parties. If unresolved, Ognimohub may mediate, but cannot guarantee a specific outcome.
• Agent Error: Ognimohub is not responsible for refunds due to Agent error (e.g., incorrect amount given/received, incorrect user identification). Agents are responsible for verifying all transaction details.
• System Errors: If a "Cash In" or "Cash Out" transaction fails due to a technical error on Ognimohub's side, and funds are incorrectly debited or credited, Ognimohub will investigate and rectify the error.

4.10. Payment Collection (for Merchants)

• Eligibility: Merchants using Ognimohub for payment collection are responsible for their own refund policies with their customers. Ognimohub facilitates the payment processing but does not determine the refund eligibility for goods or services sold by the merchant.
• Merchant-Initiated Refunds: Merchants can initiate refunds to their customers through the Ognimohub platform, subject to the availability of funds in their Ognimohub account and the policies of the underlying payment gateway. A processing fee may apply for merchant-initiated refunds.
• Chargebacks: In the event of a chargeback initiated by a customer's bank, Ognimohub will notify the merchant. The merchant is responsible for responding to the chargeback and providing evidence to dispute it. If the chargeback is upheld, the funds will be debited from the merchant's Ognimohub account. Ognimohub may charge a chargeback fee.

5. Cancellation Policy

The ability to cancel a transaction depends on its status and the nature of the service.

• Pending Transactions: Many transactions, particularly those involving immediate transfers (e.g., Send Money, Bank Transfers, Airtime Recharge), are processed instantly. Once initiated, they move to a "pending" or "processing" state very quickly, making cancellation difficult or impossible.
• Cancellable Transactions:
  • Scheduled Payments: If Ognimohub introduces features for scheduled payments, these may be cancellable before their scheduled execution time.
  • Virtual Card Issuance (Pre-Issuance): If there is a multi-step process for virtual card issuance, it might be possible to cancel the request before the card is actually generated.
• Non-Cancellable Transactions:
  • Once a transaction has been successfully processed and confirmed by Ognimohub and its partners, it generally cannot be cancelled. This includes, but is not limited to, successful "Add Money," "Send Money," "Bank Transfer," "Education Fees," "Donations," "Utility Bill Payments," and "Airtime & Mobile Recharge."
• Process for Cancellable Transactions: If a transaction is eligible for cancellation, a "Cancel" option will typically be available within the Ognimohub app or web interface for a limited time after initiation. If no such option is available, the transaction is likely non-cancellable.

6. Fees and Charges Related to Refunds and Cancellations

• Processing Fees: Ognimohub reserves the right to charge a processing fee for certain refund or cancellation requests, especially those involving manual intervention, third-party charges, or complex investigations. Any such fees will be clearly communicated to the user before processing the request.
• Third-Party Fees: Users are responsible for any fees imposed by third-party banks, payment gateways, or other financial institutions involved in the original transaction or the refund process.
• Currency Conversion Losses: If a refund involves currency conversion, any losses incurred due to exchange rate fluctuations will be borne by the user. Refunds will be processed at the prevailing exchange rate at the time of the refund.

7. Dispute Resolution and Chargebacks

7.1. Initiating a Dispute with Ognimohub

If you believe a transaction was unauthorized, incorrect, or if a service was not rendered as expected, you must initiate a dispute with Ognimohub Support within 7 business days of the transaction date.

• Required Information: When initiating a dispute, please provide:
  • Your Ognimohub registered email address or phone number.
  • Transaction ID.
  • Date and time of the transaction.
  • Amount of the transaction.
  • Detailed description of the issue.
  • Any supporting documentation (e.g., screenshots, communication with recipient/merchant).
• Investigation Process: Ognimohub will investigate the dispute, which may involve:
  • Reviewing internal transaction logs.
  • Contacting the relevant third-party fintech/PSP partner.
  • Requesting additional information from you.
  • Communicating with the recipient or merchant (where applicable).
• Resolution: We aim to resolve disputes within 14 business days. The outcome will be communicated to you, along with any applicable refund or corrective action.

7.2. Chargebacks (for Card Transactions)

• User Responsibility: If you initiate a chargeback directly with your bank for a transaction made through Ognimohub, please be aware that this may lead to a temporary suspension or permanent closure of your Ognimohub account while the chargeback is under investigation.
• Ognimohub's Role: Ognimohub will cooperate with the issuing bank and payment network to provide all necessary transaction details. If the chargeback is deemed invalid or fraudulent, Ognimohub reserves the right to recover the disputed funds from your Ognimohub account and may impose a chargeback fee.
• Merchant Responsibility (for Payment Collection): Merchants using Ognimohub for payment collection are solely responsible for managing chargebacks related to their sales. Ognimohub will debit the chargeback amount from the merchant's account and may apply a chargeback fee.

8. Account Suspension or Termination

Ognimohub reserves the right to suspend or terminate your account if:

• You engage in fraudulent refund or cancellation requests.
• You repeatedly initiate chargebacks without valid reason.
• You violate any terms of service or this Refund & Cancellation Policy.
• There is suspicion of illegal activities, including money laundering or terrorist financing.

9. Policy Amendments

Ognimohub reserves the right to modify or update this Refund & Cancellation Policy at any time. Any changes will be effective immediately upon posting the revised Policy on our website and/or mobile application. We encourage you to review this Policy periodically to stay informed of our practices. Continued use of Ognimohub services after any modifications constitutes your acceptance of the revised Policy.

10. Contact Information

For any questions, concerns, or to initiate a refund or cancellation request, please contact Ognimohub Support through:

• Email: support@ognimohub.com
• In-App Support: support ticket panel or live chat
• Website Contact Form: https://ognimohub.com/contact

Please provide all relevant transaction details and a clear description of your request to expedite the process.

11. Governing Law

This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of Kenya, without regard to its conflict of law principles.

Thank you for choosing Ognimohub. We are committed to providing you with a secure and reliable financial service experience.