Refund Policy

This Refund Policy explains when Mo-Nane may issue refunds for errands, item pickup and delivery, and consented checks paid through our platform. Payments are processed by Paystack and licensed payment partners.

Mo-Nane does not handle cash, informal money transfers, or mobile money movement on behalf of clients.

Services are currently offered in Greater Accra only at launch.

A verification request was paid for but never assigned or started, and you cancel before a field operator begins work.

A field operator fails to deliver proof that meets our Proof Standards after a documented good-faith attempt.

Duplicate charges or technical payment errors confirmed by our records and Paystack.

Mo-Nane cancels the errand before meaningful work begins.

You change your mind after work has started or proof acceptable under our Proof Standards was delivered.

Delays caused by inaccessible locations, third-party refusal of entry, office closures, or inaccurate instructions you provided.

The item was unavailable at pickup, the pickup contact refused release, or the delivery contact refused receipt.

The item was unlawful, unsafe, misrepresented, or not suitable for transport, or you lacked authority to send it.

A respondent refused consent, stopped participating, or could not be reached despite a reasonable attempt.

Partial completion where agreed scope was performed and documented.

Third-party fees (transport, office fees, printing, or similar) already incurred on your documented instructions.

The operator completed a reasonable attempt but the outcome you wanted (approval, release of records, delivery completion, or third-party decision) did not occur.

Requests outside Greater Accra unless explicitly accepted and quoted by Mo-Nane in writing.

Contact [email protected] within 14 days of the charge with your errand reference, reason, and any supporting proof. We review requests within 5 business days where possible.

Approved refunds are returned to the original payment method via Paystack. Timing depends on your bank or card issuer.

If you dispute a charge with your bank, we may provide Paystack and the bank with errand records, proof media, and communications permitted by law.

Filing a chargeback without contacting us first may delay resolution. We encourage good-faith contact before formal disputes.

Fraudulent or abusive chargebacks may result in account suspension.