Ognimohub Refund & Transactions Policy

Effective Date: January 1, 2026

This Refund & Transactions Policy ("Policy") outlines the terms and conditions governing all transactions conducted through the Ognimohub platform, including its User App, Agent App, and Merchant App. It details our procedures for processing transactions, managing refunds, addressing disputes, and ensuring the security and integrity of financial operations. Ognimohub is committed to providing a seamless, secure, and transparent financial experience for all its users, agents, and merchants. This Policy is designed to comply with industry best practices and regulatory requirements applicable to mobile financial services (MFS) and digital payment platforms.

1. Introduction and Scope

Ognimohub, a pioneering IT Company, Digital Marketing Company, and FinTech Agency, offers a comprehensive Cross-Platform Mobile Financial Services (MFS) Solution. This Policy applies to all financial transactions initiated, processed, or completed through the Ognimohub User App, Agent App, and Merchant App. This includes, but is not limited to, adding money, sending money, mobile recharges, airtime purchases, cash-outs, payments, bank transfers, microfinance transactions, virtual card usage, utility bill payments, donations, education fee payments, and investment activities. Our goal is to ensure clarity, fairness, and security in all financial interactions on our platform.

2. Definitions

Ognimohub Platform: Refers collectively to the Ognimohub User App, Agent App, Merchant App, and associated web services.
User: An individual registered to use the Ognimohub User App.
Agent: An individual or entity registered to use the Ognimohub Agent App for facilitating transactions.
Merchant: A business or individual registered to use the Ognimohub Merchant App for accepting payments.
Transaction: Any financial operation initiated through the Ognimohub Platform, including but not limited to payments, transfers, deposits, and withdrawals.
Refund: The return of funds to a user, agent, or merchant following a failed, erroneous, or disputed transaction.
Dispute: A formal disagreement raised by a user, agent, or merchant regarding a transaction.
Payment Gateway: A third-party service that authorizes credit card or direct payments processing for businesses. Ognimohub supports over 20 payment gateways, including Stripe and PayPal.
MFS: Mobile Financial Services.
PSP: Payment Service Provider.
2FA: Two-Factor Authentication.

3. General Transaction Principles

Transaction Authorization

All transactions on the Ognimohub Platform require explicit authorization from the initiating party. This typically involves entering a PIN, password, or biometric authentication. For enhanced security, Ognimohub implements 2FA Security across all its apps [1]. Users are solely responsible for maintaining the confidentiality of their authentication credentials.

Transaction Limits

Ognimohub may impose daily, weekly, or monthly transaction limits (both in value and frequency) for security, regulatory compliance, and fraud prevention purposes. These limits may vary based on user verification levels (KYC), account history, and regional regulations. Users can view their applicable limits within the app or by contacting customer support.

Transaction Confirmation and Records

Upon successful completion of any transaction, Ognimohub will provide an immediate confirmation, typically via in-app notification, SMS, or email. A detailed transaction history is accessible within the User, Agent, and Merchant Apps. This history serves as the official record of all transactions conducted on the platform. Users, agents, and merchants can access statements for their records.

Transaction Fees

Ognimohub may charge fees for certain transactions. Any applicable fees will be clearly displayed to the user, agent, or merchant before the transaction is confirmed. By proceeding with the transaction, the user, agent, or merchant agrees to pay the stated fees. Fee structures are subject to change, and any modifications will be communicated in advance through official Ognimohub channels.

Currency and Exchange Rates

All transactions are processed in the local currency of the user's region unless otherwise specified. For cross-currency transactions, Ognimohub or its integrated PSPs will apply prevailing exchange rates, which may include a margin. The applicable exchange rate will be displayed before the transaction is confirmed.

4. Refund Policy

Ognimohub is committed to fair and transparent refund processes. This section details the conditions under which refunds are issued and the procedures for requesting them.

Eligibility for Refunds

Refunds are generally issued for:

Failed Transactions: Transactions that are initiated but do not successfully complete due to technical issues on Ognimohub's side or its integrated PSPs.
Erroneous Transactions: Transactions where funds were sent to an incorrect recipient or for an incorrect amount due to a verifiable user error, subject to specific conditions.
Unauthorized Transactions: Transactions not initiated or authorized by the account holder.
Disputed Merchant Transactions: Payments made to merchants for goods or services that were not delivered, were defective, or significantly not as described, following a successful dispute resolution.

Types of Transactions and Refund Scenarios

Failed Transactions

If a transaction fails (e.g., "Send Money" fails to reach the recipient, "Add Money" fails to credit the user's account, "Bill Payment" fails to process), the funds will typically be reversed to the originating Ognimohub account automatically within a specified timeframe. If automatic reversal does not occur, users should contact Ognimohub support with transaction details.

Erroneous Transactions (User Error)

Incorrect Recipient/Amount: If a user sends money to the wrong recipient or for an incorrect amount, Ognimohub will assist in attempting to recover the funds, but cannot guarantee recovery. Recovery is dependent on the cooperation of the unintended recipient. Users must report such errors immediately.
Bank Transfers: For erroneous bank transfers, Ognimohub will follow the procedures of the respective banking institutions. Recovery may be subject to bank policies and timelines.

Unauthorized Transactions

If a user's account is compromised and unauthorized transactions occur, the user must report this immediately to Ognimohub support. Ognimohub will investigate the claim, and if fraud is confirmed and the user is not found to be negligent in protecting their credentials, a full refund for the unauthorized transactions will be processed. This is part of our commitment to Fraud prevention, security, and compliance [Data Collected: Financial info, Personal info, App info and performance].

Disputed Merchant Transactions

Non-delivery/Defective Goods/Services: If a user pays a merchant via Ognimohub for goods or services that are not delivered, are defective, or significantly not as described, the user should first attempt to resolve the issue directly with the merchant.
Merchant Non-Cooperation: If direct resolution fails, the user can initiate a dispute with Ognimohub. Ognimohub will mediate the dispute, and if the merchant is found to be at fault and fails to provide the agreed-upon goods/services or a direct refund, Ognimohub may, at its discretion, issue a refund to the user.

Virtual Card Transactions

Refunds for virtual card transactions are subject to the policies of the merchant where the virtual card was used and the card network rules. Users should first contact the merchant for a refund. If a refund is processed by the merchant, it will be credited back to the user's Ognimohub account.

Bill Payments and Recharges

Incorrect Bill/Number: If a user makes a bill payment or mobile recharge to an incorrect account or number due to user error, Ognimohub cannot guarantee a refund. Recovery is dependent on the policies of the biller or mobile operator.
Failed Payment: If a bill payment or recharge fails to process due to technical issues, the funds will be automatically reversed.

Investment Transactions

Refunds for investment transactions are subject to the specific terms and conditions of the investment product chosen. These terms will be clearly outlined at the time of investment. Generally, investments carry inherent risks, and refunds due to market fluctuations are not applicable. Refunds may only apply in cases of technical errors preventing the investment from being correctly processed.

Donations

Donations made through the Ognimohub platform are generally non-refundable. Users are advised to exercise due diligence before making a donation. In exceptional circumstances, such as a clear technical error in processing the donation, a refund may be considered upon review.

Refund Request Process

Contact Support: All refund requests must be initiated by contacting Ognimohub customer support via email at support@ognimohub.com or WhatsApp at +254 745 497444.
Provide Details: Users must provide all relevant transaction details, including transaction ID, date, amount, recipient/merchant details, and a clear explanation of the reason for the refund request.
Documentation: Depending on the nature of the request, Ognimohub may require supporting documentation (e.g., screenshots, communication with merchants, police reports for fraud).

Refund Processing Timeframes

Automatic Reversals: For failed transactions, automatic reversals typically occur within 1-3 business days.
Manual Refunds/Disputes: For other eligible refunds, once a refund is approved, it will generally be processed within 5-10 business days. However, the actual time for funds to reflect in the user's account may vary depending on the receiving bank or payment method.
Investigation Period: Dispute investigations may take longer, typically 7-30 business days, depending on the complexity and cooperation required from third parties.

Refund Methods

Refunds will generally be credited back to the original Ognimohub account from which the funds originated. In specific cases, and at Ognimohub's discretion, refunds may be processed to a linked bank account or other approved methods.

Non-Refundable Items/Services

Certain services or products purchased through the Ognimohub platform may be explicitly designated as non-refundable by the service provider or merchant. Users should review the terms and conditions of such purchases before completing the transaction.

5. Dispute Resolution

Ognimohub provides a structured process for resolving transaction disputes to ensure fairness and transparency.

Initiating a Dispute

Users, agents, or merchants can initiate a dispute by contacting Ognimohub customer support within a specified timeframe typically within 1-5 days of the transaction date, depending on the nature of the dispute. The dispute must include:

Transaction ID and date.
Detailed description of the issue.
Any supporting evidence (e.g., communication with the other party, proof of non-delivery).

Investigation Process

Acknowledgement: Ognimohub will acknowledge receipt of the dispute within a reasonable timeframe.
Information Gathering: Ognimohub will gather information from all parties involved (user, agent, merchant, PSPs) and review transaction records. This may involve collecting App interactions and In-app search history for Analytics and App functionality [Data Collected: App activity].
Mediation: Ognimohub may attempt to mediate a resolution between the parties.
Decision: Based on the evidence and investigation, Ognimohub will make a decision regarding the dispute. This decision will be communicated to all parties involved.

Resolution Outcomes

Possible outcomes of a dispute include:

Refund: Funds are returned to the initiating party.
Transaction Upheld: The original transaction is deemed valid, and no refund is issued.
Partial Refund: A portion of the transaction amount is refunded.
Other Resolution: A mutually agreed-upon solution between the parties.

Chargebacks

In cases where a user initiates a chargeback through their bank or card issuer for a transaction made via Ognimohub, Ognimohub will cooperate with the bank/issuer's investigation. However, initiating a chargeback without first attempting to resolve the issue through Ognimohub's dispute resolution process may lead to account suspension or termination.

6. Security and Fraud Prevention

Ognimohub places paramount importance on the security of its platform and the prevention of fraud. Our security practices are integral to maintaining trust and protecting user assets.

User Responsibilities

Users are crucial in maintaining account security. They are responsible for:

Keeping their login credentials (PINs, passwords, User IDs) confidential and not sharing them with anyone.
Enabling and utilizing 2FA Security.
Regularly reviewing their transaction history for any unauthorized activity.
Reporting any suspicious activity or unauthorized transactions immediately to Ognimohub.
Ensuring their devices are secure and free from malware.

Ognimohub's Security Measures

Ognimohub employs robust security measures, including:

Data Encryption in Transit: All data transferred over the Ognimohub platform is encrypted over a secure connection [Data Safety: Security practices].
2FA Security: Mandatory or optional two-factor authentication for various actions [1].
Fraud Detection Systems: Advanced systems to monitor transactions for suspicious patterns and potential fraudulent activity. This utilizes collected data such as User payment info, Purchase history, Credit score, Name, Email address, User IDs, Address, Phone number, Crash logs, Diagnostics, and Other app performance data for Fraud prevention, security, and compliance [Data Collected: Financial info, Personal info, App info and performance].
Regular Security Audits: Periodic assessments of our systems to identify and mitigate vulnerabilities.
Compliance with Industry Standards: Adherence to relevant data security and financial industry standards.

Reporting Suspicious Activity

Users, agents, or merchants who suspect any unauthorized activity on their account or encounter any security vulnerabilities should immediately contact Ognimohub support at support@ognimohub.com or +254 745 497444. Prompt reporting is critical for effective investigation and mitigation.

Data Collection and Usage for Security

Ognimohub collects specific data to enhance security and prevent fraud:

Financial info: User payment info, Purchase history, Credit score – used for Fraud prevention, security, and compliance [Data Collected: Financial info].
Personal info: Name, Email address, User IDs, Address, Phone number – used for Fraud prevention, security, and compliance [Data Collected: Personal info].
App info and performance: Crash logs, Diagnostics, Other app performance data – used for Fraud prevention, security, and compliance [Data Collected: App info and performance]. This data helps us identify unusual patterns, verify user identities, and respond to potential threats effectively.

7. Data Privacy and Protection

Ognimohub is committed to protecting the privacy of its users, agents, and merchants. This section outlines our data collection, usage, and protection practices in accordance with applicable privacy laws and regulations.

Data Collected

Ognimohub may collect the following categories of data:

Files and docs: Optional, for App functionality [Data Collected: Files and docs].
Financial info: User payment info, Purchase history, Credit score. This data is collected for App functionality, Fraud prevention, security, and compliance, and Account management [Data Collected: Financial info].
Personal info: Name, Email address, User IDs, Address, Phone number. This data is collected for App functionality, Developer communications, Fraud prevention, security, and compliance, and Account management [Data Collected: Personal info].
Messages: Emails, SMS or MMS, Other in-app messages (all optional). These are collected for App functionality, Advertising or marketing, and Account management [Data Collected: Messages].
App info and performance: Crash logs, Diagnostics, Other app performance data. This data is collected for Analytics, Fraud prevention, security, and compliance [Data Collected: App info and performance].
App activity: App interactions, In-app search history (both optional). This data is collected for App functionality, Analytics [Data Collected: App activity].
Contacts: Optional, for App functionality [Data Collected: Contacts].
Photos and videos: Photos (optional), for App functionality, Account management [Data Collected: Photos and videos].

Purpose of Data Collection

The data collected serves various purposes, including:

App functionality: To enable core features like adding/sending money, payments, recharges, etc.
Fraud prevention, security, and compliance: To protect users and the platform from fraudulent activities and comply with regulatory requirements.
Account management: To manage user accounts, provide support, and facilitate account-related services.
Developer communications: To communicate with users regarding app updates, features, and support.
Advertising or marketing: For optional messages (Emails, SMS/MMS, Other in-app messages) to inform users about promotions or new services.
Analytics: To understand app usage, improve performance, and enhance user experience.

Data Sharing

Ognimohub explicitly states that this app doesn't share user data with other companies or organizations [Data Safety: No data shared with third parties]. This commitment underscores our dedication to user privacy. However, it is important to note that while Ognimohub itself does not share data, transactions often involve third-party Payment Service Providers (PSPs) and financial institutions (e.g., banks, payment gateways like Stripe, PayPal). These entities will process transaction-related data as necessary to complete the financial service, and their own privacy policies will apply to the data they handle. Ognimohub integrates with these PSPs via APIs, ensuring data is transmitted securely for the sole purpose of transaction processing.

Data Retention and Deletion

Ognimohub retains user data for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce our agreements. Users have the right to request that their data be deleted. Ognimohub provides a way for users to request data deletion [Data Safety: Security practices]. Such requests can be made by contacting support@ognimohub.com. Please note that certain data may be retained for a longer period if required by law (e.g., AML/KYC regulations) or for legitimate business purposes (e.g., fraud prevention, audit trails).

Data Encryption

All user data transferred over the Ognimohub platform is encrypted in transit using secure connections [Data Safety: Security practices]. This ensures that sensitive information is protected from unauthorized access during transmission.

8. Account Management and Termination

Account Suspension

Ognimohub reserves the right to suspend an account temporarily if:

There is suspicious or fraudulent activity detected.
The user violates the Ognimohub Terms of Service or this Policy.
Required by law or regulatory authorities. During suspension, the user may not be able to initiate new transactions, but may still be able to access their transaction history.

Account Termination

Ognimohub may terminate an account permanently if:

Severe or repeated violations of the Terms of Service or this Policy occur.
Fraudulent activities are confirmed.
Required by law or regulatory authorities.
The user requests account deletion, subject to data retention policies.

Impact on Transactions and Refunds

Suspended Accounts: Pending transactions may be halted or reversed. Refund requests initiated before suspension will be processed according to this Policy.
Terminated Accounts: Any remaining legitimate funds in a terminated account will be returned to the user via a verified bank account or other approved method, after deducting any outstanding fees or liabilities, and subject to legal and regulatory requirements. All pending transactions will be cancelled.

9. Compliance and Regulatory Information

Ognimohub operates in compliance with relevant financial regulations and consumer protection laws in its operating jurisdictions.

Anti-Money Laundering (AML) and Know Your Customer (KYC)

As a FinTech Agency, Ognimohub adheres to strict AML and KYC regulations. This involves collecting and verifying personal information (Name, Email address, User IDs, Address, Phone number) to prevent financial crime, terrorism financing, and fraud. Users may be required to provide additional documentation for identity verification to comply with these regulations. This data collection is explicitly for Fraud prevention, security, and compliance [Data Collected: Personal info].

Consumer Protection

Ognimohub is committed to protecting consumer rights. This Policy, along with our Terms of Service, aims to provide clear guidelines and recourse for users. We strive to resolve disputes fairly and transparently.

Jurisdiction and Governing Law

This Policy shall be governed by and construed in accordance with the laws of Kenya, where Ognimohub Agency is located (PR89+2WP, Pioneer House, Kenyatta Avenue, Nairobi, Kenya). Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Kenya.

10. Amendments to the Policy

Ognimohub reserves the right to amend or update this Refund & Transactions Policy at any time to reflect changes in our services, legal requirements, or industry best practices. Any changes will be effective immediately upon posting the revised Policy on the Ognimohub website and/or within the apps. Users will be notified of significant changes through in-app notifications, email, or other appropriate communication channels. Continued use of the Ognimohub Platform after such modifications constitutes acceptance of the revised Policy.

11. Contact Information

For any questions, concerns, refund requests, dispute initiations, or to request data deletion, please contact Ognimohub support:

Email: support@ognimohub.com

Phone: +254 745 497444

Address: OGNIMOHUB AGENCY, PR89+2WP, Pioneer House, Kenyatta Avenue, Nairobi, Kenya

Transaction & Refund