Refund Policy

1 · Scope and interpretation

1.1 This Policy forms part of the Terms of Service and is to be read with them. Terms defined in the Terms of Service bear the same meaning in this Policy.

1.2 This Policy distinguishes between two categories of payment:

• Part A — sums received by the Company, being Subscription fees payable by a Designer and delivery fees in respect of an optional delivery which a User has requested of the Company. These are the only sums the Company receives, and the only sums it is in a position to refund; and
• Part B — sums payable by a Buyer to a Designer or a Seller under a User Transaction, being sums the Company does not receive.

1.3 The Company does not receive, hold, transmit or otherwise handle any sum payable under a User Transaction. No checkout, escrow or settlement facility is operated by the Company for such transactions. It follows that the Company is not in a position to reverse, refund or recover any such sum, and Part B of this Policy explains what may be done instead.

1.4 Payments falling within Part A are taken, and refunds of them are made, through the third-party payment processors described in clause 10 of the Terms of Service.

Part A · Sums received by the Company

2 · Application of Part A

2.1 Part A applies to the two categories of payment which the Company receives: a Subscription purchased from the Company by a Designer (clause 3), and a delivery fee in respect of an optional delivery requested of the Company under clause 9.6 of the Terms of Service (clause 4).

2.2 No other charge arises. Browsing the Platform, contacting a Provider, submitting a request for bespoke work and tracking a job are free of charge to a Buyer, and the only sum a Buyer may become liable to pay the Company is a delivery fee under clause 4, which arises only where that Buyer has requested a delivery.

3 · Cancellation and refund of a Subscription

3.1 Cooling-off period. A Subscriber may cancel a Subscription within seven (7) days of the first payment made under it and shall be entitled to a refund of that payment in full, without the requirement to give a reason and without penalty. Notice of cancellation shall be given in writing to hello@reegoapp.com from the electronic mail address or telephone number recorded on the account, or by telephone to +233 245 263 310.

3.2 Cancellation after the cooling-off period. A Subscriber may cancel a Subscription at any time. Upon cancellation the Subscription continues until the expiry of the billing period for which payment has been made and does not renew. No refund is made of any part of a billing period which has commenced, save as provided in clause 3.3.

3.3 Circumstances in which a refund is made in full. The Company shall refund a payment in full where:

• the Subscriber has been charged more than once in respect of the same billing period;
• the Subscriber has been charged after cancellation was effective;
• payment has been confirmed and the Subscription has not been provisioned, and the Company is unable to provision it; or
• the Subscriber has been charged a sum other than that displayed and agreed at the time of purchase.

3.4 Trials and promotional codes. No sum is payable during a trial period and no refund arises in respect of it. Where a promotional code has been applied, any refund is limited to the sum actually charged.

4 · Cancellation and refund of a delivery

4.1 Application. Delivery arranged by the Company is optional and arises only upon the request of a User — a Designer, a Buyer or a Seller — as provided by clause 9.6 of the Terms of Service. This clause applies where such a request has been made and accepted and a delivery fee has been taken. Where a delivery is instead arranged by a Designer, a Seller or a Buyer with a carrier of their own, no sum has been paid to the Company and Part B applies instead.

4.2 Cancellation before carriage begins. The User who requested the delivery may cancel it by notice in writing to hello@reegoapp.com at any time before the item has been collected by the carrier, and the delivery fee shall be refunded in full.

4.3 Circumstances in which the fee is refunded in full irrespective of cancellation. The Company shall refund a delivery fee in full where:

• the Company fails to effect the delivery;
• the item is not collected from the sender;
• the item is lost or destroyed in the course of a delivery arranged by the Company; or
• a sum has been charged other than the fee stated to the requesting User when the delivery was arranged, in which case the excess is refunded.

4.4 Cancellation after carriage begins. Once the item has been collected by the carrier the delivery has been performed in part, and the fee is not refundable save in the circumstances described in clause 4.3. Where the item is returned to the sender at the Buyer's request after collection, the fee for the outward carriage is not refunded.

4.5 Delay. Where a delivery arranged by the Company is not effected within the time frame stated when it was arranged, the User who requested it may cancel and shall be refunded the delivery fee in full, without prejudice to any other right.

4.6 The refund of a delivery fee is a refund of the charge for carriage only. It is not a refund of the price of the goods or of any bespoke work, which is a sum the Company never received and to which Part B applies.

5 · Procedure and time for payment

5.1 A request for a refund under Part A shall be made in writing to hello@reegoapp.com and shall state the telephone number recorded on the account, the payment reference and the date of the charge.

5.2 The Company shall acknowledge and determine a request within two (2) working days of receipt.

5.3 A refund approved by the Company shall be made to the payment instrument from which the payment was taken, through the payment processor by which it was taken. The Company shall initiate the refund upon approval; the period within which the sum is credited is determined by the card issuer or mobile money operator and is ordinarily between five (5) and ten (10) working days.

5.4 Chargebacks. A payer who disputes a charge is requested to apply to the Company under clause 5.1 before initiating a chargeback with a card issuer or operator. Where a chargeback is initiated, the Company may suspend the account concerned until the dispute is determined.

Part B · Sums payable under a User Transaction

6 · Position of the Company

6.1 Where a Buyer has paid a Designer or a Seller — whether by mobile money, bank transfer, cash or otherwise — that sum has passed directly from the Buyer to that person. The Company has not received it and has no means of reversing or recovering it.

6.2 Accordingly, the Company does not offer, and cannot offer, a refund, guarantee, indemnity or money-back arrangement in respect of a User Transaction.

7 · The Provider's own terms

7.1 Each Designer and each Seller determines and is bound by their own terms as to deposits, cancellation, return and refund, and is required by clauses 6.5 and 7.4 of the Terms of Service to disclose those terms to the Buyer before accepting payment.

7.2 A Buyer should obtain those terms in a recorded form before making any payment. A refusal to state refund terms before a deposit is taken should be treated by the Buyer as a material warning.

8 · Bespoke work

8.1 Bespoke work is made to the Buyer's specification and measurements and cannot ordinarily be offered to another person. A Buyer should not expect a refund upon a change of mind once materials have been cut or work has commenced, and this Policy makes no representation that such a refund will be available.

8.2 Clause 8.1 does not apply where the work supplied is not that which was agreed, or is defective. In such a case the remedy — repair, remaking or refund — lies against the Designer under the User Transaction, and should be raised with the Designer through the message thread in the first instance.

9 · Reports to the Company

9.1 Upon receiving a report concerning a User Transaction, the Company may request an account from each party, withhold or remove listings, suspend the account concerned, and record the outcome upon the displayed record.

9.2 The Company cannot reverse a bank transfer or a mobile money payment. A Buyer who has been the victim of fraud is advised to report the matter to the relevant mobile money operator or bank and to the Ghana Police Service without delay, that being the course by which recovery may be effected.

10 · Statutory rights preserved

10.1 Nothing in this Policy excludes, restricts or modifies any right conferred upon a consumer by the Electronic Transactions Act, 2008 (Act 772) or by any other enactment where that right cannot lawfully be excluded, including any right of cancellation conferred in respect of an electronic transaction.

10.2 The rights described in clause 10.1 apply to a User Transaction as between the Buyer and the Provider irrespective of the Company's role in introducing them, and no term published by a Provider may exclude them.

11 · Contact

Requests and enquiries under this Policy may be addressed to REE LIMITED COMPANY at hello@reegoapp.com or on +233 245 263 310, or by post to Nii Kokey Baale Avenue 21, Accra, Ghana.