Last updated 12 August 2025
Ghanaian Dot Africa is committed to ensuring customer satisfaction while maintaining fairness to our vendor partners. This Refund Policy outlines the conditions, procedures, and timelines for processing refunds across all service categories.
Refunds are considered for legitimate quality issues, service failures, or vendor errors
Original payment method and transaction records must be verifiable
Claims must be submitted within specified timeframes
Items must meet condition requirements for the respective category
Review Period: 24-48 hours for claim assessment
Approval Notification: Email confirmation once approved
Refund Processing: 1-7 business days depending on payment method
Original Payment Method: Primary refund route
GDA Wallet Credit: Instant credit option with 5% bonus
Bank Transfer: Available for mobile money or cash payments
Full Refund Eligible:
Damaged Items: Broken, spoiled, or contaminated products
Wrong Items: Incorrect products delivered
Missing Items: Ordered items not included in delivery
Expired Products: Items past expiration date at time of delivery
Quality Issues: Fresh produce or perishables not meeting quality standards
Partial Refund Eligible:
Substitutions: Price difference refunded for cheaper alternatives
Damaged Packaging: Product intact but packaging damaged
No Refund:
Customer Error: Wrong address provided or unavailable for delivery
Personal Preference: Dislike of taste, color, or style (unless defective)
Used Products: Items that have been consumed or opened (except for safety issues)
Timeframe: Report issues within 24 hours of delivery
Full Refund Eligible:
Food Safety Issues: Contaminated, spoiled, or unsafe food
Wrong Order: Completely incorrect meal delivered
Missing Items: Major items missing from order
Temperature Issues: Cold food delivered when it should be hot
Allergen Contamination: Food contains undisclosed allergens
Partial Refund Eligible:
Minor Missing Items: Side dishes, condiments, or beverages
Quality Issues: Food not meeting expected standards but still safe
Delivery Delays: Significant delays resulting in cold food
No Refund:
Taste Preferences: Personal dislike of flavors or preparation style
Minor Variations: Slight differences in preparation or presentation
Customer Unavailability: Delays caused by customer not being available
Timeframe: Report issues within 1 hour of delivery
Full Refund Eligible:
Vehicle Unavailability: Booked car not available at pickup time
Safety Issues: Vehicle deemed unsafe or unroadworthy
Misrepresentation: Vehicle significantly different from listing
Vendor Cancellation: Rental agency cancels confirmed booking
Partial Refund Eligible:
Early Return: Pro-rated refund for unused rental days (vendor discretion)
Downgrade: Refund of price difference if given lower category vehicle
Service Issues: Minor problems affecting rental experience
No Refund:
Customer No-Show: Failure to pick up vehicle without 24-hour notice
Violation of Terms: Breach of rental agreement by customer
Normal Wear: Expected vehicle wear and tear during rental period
Traffic Violations: Fines or penalties incurred by customer
Timeframe: Report issues immediately at pickup or within 24 hours
Full Refund Eligible:
Wrong Medication: Incorrect drug dispensed by pharmacy
Damaged Products: Broken tablets, contaminated medications
Expired Products: Medications past expiration date
Pharmacy Error: Incorrect dosage or quantity dispensed
Recalled Products: Manufacturer or regulatory recalls
Partial Refund Eligible:
Prescription Changes: Doctor-approved changes to medication
Insurance Coverage: Retroactive insurance approval for costs
No Refund:
Used Medications: Opened or partially consumed prescription drugs
Customer Error: Wrong prescription uploaded or personal information error
Doctor Consultation: Changes in prescription after doctor visit
Controlled Substances: Narcotics and controlled medications (safety regulations)
Timeframe: Report issues within 24 hours for OTC, 7 days for prescription medications
Full Refund Eligible:
Failed Delivery: Unable to deliver despite customer availability
Lost Items: Package lost by delivery partner
Damaged Items: Items damaged during transport
Wrong Delivery: Package delivered to incorrect address
Partial Refund Eligible:
Delayed Delivery: Significant delays beyond promised timeframe
Service Issues: Poor service quality or unprofessional behavior
No Refund:
Successful Delivery: Package delivered as requested
Customer Unavailability: Customer not available for delivery
Address Issues: Incomplete or incorrect address provided
Navigate to "Order History"
Select the problematic order
Tap "Request Refund"
Choose issue category and provide details
Upload photos or documentation if applicable
Submit request for review
Log in to your ghanaian.africa account
Go to "My Orders" section
Click "Refund Request" next to relevant order
Fill out detailed refund form
Attach supporting evidence
Submit for processing
Phone: +233 (0)30 000 0000
WhatsApp: +233 (0)55 000 0000
Email: [email protected]
Live Chat: Available through app and website
Clear images of damaged, wrong, or defective items
Photos should show the issue clearly
Include packaging or delivery condition if relevant
Order number and transaction ID
Date and time of purchase/delivery
Vendor information and item details
Medical Issues: Doctor's note for health-related returns
Prescription Changes: Updated prescription from healthcare provider
Damage Claims: Photos of packaging and contents
Claim Verification: Order details and customer history checked
Photo Assessment: Evidence reviewed for validity
Vendor Contact: Vendor consulted for their perspective
Quality Team Review: Expert assessment of claims
Vendor Response: Vendor provides explanation or evidence
Decision Making: Refund approval or denial determined
Customer Notification: Email with decision and reasoning
Refund Processing: Approved refunds initiated immediately
Appeal Option: Disputed decisions can be appealed within 7 days
GDA Wallet: Instant credit upon approval
Mobile Money (MTN, Vodafone, AirtelTigo): 1-2 business days
Bank Cards (Visa, Mastercard): 3-5 business days
Bank Transfer: 5-7 business days
Cash Payments: GDA wallet credit or scheduled pickup
Refunds initiated on business days only
Weekend submissions processed on next business day
Bank processing times may extend during holidays
Single Item: Refund equals item price plus proportional delivery fee
Multiple Items: Calculate based on percentage of order value
Core Item Missing: May qualify for full order refund
Minor Defects: 25-50% refund depending on impact
Major Quality Problems: 75-100% refund
Safety Concerns: Full refund plus service credit
Delayed Delivery: 10-25% refund based on delay duration
Poor Service: 15-30% refund plus service improvement guarantee
Timeframe: 7 days from refund decision
Additional Evidence: Provide new documentation supporting claim
Management Review: Senior customer service team assessment
Final Decision: Communicated within 3-5 business days
Management Contact: [email protected]
Alternative Dispute Resolution: Mediation services available
Regulatory Bodies: Contact consumer protection agencies if needed
Pattern Detection: Unusual refund request patterns flagged
Account Review: Excessive refund requests trigger investigation
Vendor Protection: False claims may result in account restrictions
Warning: First offense receives formal warning
Temporary Restriction: Refund privileges suspended 30-90 days
Account Suspension: Severe or repeated abuse may result in account closure
Legal Action: Fraudulent claims may be prosecuted
Fair Assessment: Every refund request reviewed objectively
Quick Resolution: Most requests processed within 48 hours
Customer Advocacy: We represent customer interests with vendors
Continuous Improvement: Feedback used to enhance vendor standards
Quality Standards: Vendors must meet GDA quality requirements
Performance Monitoring: Poor performance may result in vendor suspension
Training Programs: Ongoing vendor education on quality and service
Partnership Reviews: Regular assessment of vendor relationships
Refund Specialist Team
Phone: +233 (0)31 229 5417
WhatsApp: +233 (0)31 229 5417
Email: [email protected]
Escalations and Appeals:
Email: [email protected]
Senior Manager: +233 (0)31 229 5417
Business Hours: Monday-Friday 8:00 AM - 8:00 PM, Saturday 9:00 AM - 6:00 PM
Emergency Refunds: 24/7 for critical pharmacy and safety issues
Our commitment is to ensure every customer feels valued and protected when using Ghanaian Dot Africa. These policies are designed to balance customer satisfaction with fair treatment of our vendor partners.
