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Refund policy

Refund Policy – PROMOGO GHANA LTD

At PROMOGO GHANA LTD, we strive to provide our customers with great deals and a reliable shopping experience. This Refund Policy explains how and when refunds can be requested for purchases made through our website, mobile apps, or via T&GO AI BOT.

1. General Conditions

Due to the nature of our platform (promotional and discounted products), refunds are only granted under specific conditions. Each request is assessed individually, and we reserve the right to accept or reject claims based on the policy outlined below.

2. Eligibility for Refunds

A refund may be considered if:

  • The product received is defective, damaged, or significantly different from what was ordered.

  • The item was never delivered or was delivered to the wrong address due to a verified platform or seller error.

  • The customer cancels the order before it is shipped (within 2 hours of placing the order, depending on seller settings).

  • The merchant has approved the return and agreed to a refund (for specific products).

3. Non-Refundable Situations

Refunds will not be provided if:

  • The product was bought during a final sale or flash sale clearly marked as non-refundable.

  • The customer changes their mind after receiving the item.

  • The issue is due to misuse, negligence, or non-compliance with usage instructions.

  • There is no proof of the problem (e.g. photos, videos, delivery tracking).

4. How to Request a Refund

To request a refund:

  1. Log into your PromoGo App account.

  2. Go to “My Orders” → “Report an Issue”.

  3. Provide a clear explanation, upload photos/videos as evidence if applicable.

  4. Submit your request within 48 hours of delivery.

For T&GO AI BOT users:
Say “Refund my order” or “Help with my purchase”, and follow the voice-guided process.

5. Refund Process

  • Refund requests are usually reviewed within 3 to 5 business days.

  • If approved, the refund will be processed via the original payment method (mobile money, bank, or card).

  • Refund timing depends on your payment provider (usually 3–10 business days).

  • In some cases, refunds may be issued as store credit or voucher, based on user preference or product type.

6. Returns and Pickups (If Applicable)

If the product must be returned:

  • PROMOGO or the seller may arrange a pickup.

  • Items must be returned in their original condition and packaging.

  • Return fees may apply unless the issue was caused by the seller/platform.

7. Vendor Responsibility

Sellers on PROMOGO are expected to:

  • Clearly define their own refund/return policy on their store profile.

  • Respect PROMOGO’s platform standards and cooperate during disputes.

  • Issue refunds in a timely manner if required.

PROMOGO reserves the right to suspend or remove vendors who fail to comply with refund obligations.

8. Contact and Support

If you have questions or need help with a refund:

  • E-mail: contact@promogo.ga