Effective Date: January 1, 2023
This Refund & Transactions Policy governs transactions conducted through the Ognimohub User App, Agent App, Merchant App, and associated services. It establishes rules for transaction processing, refunds, disputes, security, account suspension/termination, data protection, and related financial operations.
This Policy applies to all financial transactions initiated, processed, or completed through Ognimohub, including:
Adding, sending, and transferring money, including P2P payments.
Mobile recharges and airtime purchases.
Cash-outs, bank transfers, and virtual cards.
Merchant, bill, and utility payments.
Microfinance, investments, and donations.
Education fees and other in-app financial services.
Ognimohub aims to provide clear, fair, secure, and transparent financial interactions.
Platform: Ognimohub User App, Agent App, Merchant App, and related web services.
User: Individual registered on the User App.
Agent: Individual or entity registered on the Agent App to facilitate transactions.
Merchant: Business or individual registered on the Merchant App to accept payments.
Transaction: Any financial operation through the Platform, including payments, transfers, deposits, and withdrawals.
Refund: Return of funds following a failed, erroneous, or disputed transaction.
Dispute: Formal disagreement regarding a transaction.
Payment Gateway: Third-party service that authorizes payment processing, including supported gateways such as Stripe and PayPal.
MFS: Mobile Financial Services.
PSP: Payment Service Provider.
2FA: Two-Factor Authentication.
Transactions require explicit authorization, normally through a PIN, password, or biometric authentication. Ognimohub uses 2FA across its apps for enhanced security.
Users are responsible for keeping authentication credentials confidential. Sharing login details may void fraud-protection rights.
Ognimohub may impose daily, weekly, or monthly transaction limits for security, regulatory, and fraud-prevention purposes. Limits may depend on:
KYC verification level.
Account history and usage.
Regional regulatory requirements.
Applicable limits may be viewed in the app or obtained from support.
Successful transactions generate confirmation through in-app notification, SMS, or email. Transaction history in the apps is the official record of Platform activity.
Applicable fees are displayed before confirmation. Continuing with the transaction constitutes acceptance of the stated fees. Fee structures may change and changes will be communicated through official channels.
Transactions are normally processed in the user's local currency. For cross-currency transactions, Ognimohub or its PSPs apply the prevailing exchange rate, which may include a margin, and the rate is shown before confirmation.
Ognimohub provides refunds where appropriate for failed, erroneous, unauthorized, or qualifying disputed transactions.
Refunds generally cover:
Failed Transactions: Failure caused by technical problems at Ognimohub or an integrated PSP.
Erroneous Transactions: Verifiable user errors, subject to recovery conditions.
Unauthorized Transactions: Transactions not authorized by the account holder.
Disputed Merchant Transactions: Qualifying cases involving non-delivery, defective goods/services, or significant differences from the description after dispute review.
Examples include Send Money transfers not reaching the recipient, Add Money not crediting an account, or failed Bill Payments. Funds will typically be automatically reversed within the applicable timeframe. If not, the user should contact support with transaction details.
For money sent to the wrong recipient or in the wrong amount, Ognimohub will make reasonable recovery efforts, but recovery is not guaranteed and may depend on the unintended recipient.
Users should report errors immediately. Bank-transfer recovery follows the relevant bank's procedures and timelines.
Users must immediately report suspected account compromise. After investigation, where fraud is confirmed and the user was not negligent in protecting credentials, the unauthorized amount will be fully refunded.
Users should first seek resolution directly with the merchant. If unsuccessful, a formal dispute may be submitted to Ognimohub. Where the merchant is found responsible and fails to provide the goods/services or an agreed refund, Ognimohub may issue a refund at its discretion.
Virtual-card refunds are subject to the merchant's policies and applicable card-network rules. Users should first contact the merchant. Approved merchant refunds are credited to the Ognimohub account.
Failed payments caused by technical issues will generally be automatically reversed. Payments sent to an incorrect billing account or number depend on the biller or mobile operator, and Ognimohub cannot guarantee recovery.
Users should verify recipient and billing details before confirming because some transactions may be irreversible.
Investment refunds are governed by the terms of the relevant investment product. Market losses are not refundable. A refund may apply where a technical error prevents correct processing. Investment proceeds remain subject to the withdrawal restrictions in the AML/KYC Policy, including restrictions on investments exceeding 24 hours until maturity.
Donations are generally non-refundable. A refund may be considered for a clear technical processing error following review.
Users must:
Contact support at support@ognimohub.com or +254 745 497444.
Provide transaction ID, date, amount, recipient/merchant details, and the reason for the request.
Provide supporting evidence where required, such as screenshots, merchant correspondence, or a police report for fraud cases.
Await confirmation and the applicable investigation or processing period.
Actual receipt times may vary due to banks or payment methods.
Refunds generally return to the original Ognimohub account. In specific cases, Ognimohub may use a linked bank account or another approved method.
Certain products or services may be expressly non-refundable under merchant or provider terms. Users should review applicable terms before purchase.
Ognimohub provides a structured process for resolving transaction disputes.
Users, agents, and merchants may generally initiate a dispute within 1–5 calendar days of the transaction, depending on the dispute type.
A dispute should include:
Transaction ID and date.
Detailed description of the issue and desired outcome.
Supporting evidence, such as communications or proof of non-delivery.
Ognimohub may:
Acknowledge the dispute.
Gather information from the relevant user, agent, merchant, PSP, and transaction records.
Facilitate mediation where appropriate.
Make and communicate a decision based on available evidence.
Possible outcomes include:
Full refund.
Partial refund.
Transaction upheld with no refund.
Mutually agreed alternative resolution.
Where a user initiates a bank or card chargeback, Ognimohub will cooperate with the financial institution's investigation.
Users are encouraged to use Ognimohub's internal dispute process first. Unnecessary chargebacks without first attempting internal resolution may result in account suspension or termination.
Security is a shared responsibility between Ognimohub and its users.
Users must:
Keep PINs, passwords, and User IDs confidential.
Use 2FA where available.
Regularly review transaction history for unauthorized activity.
Immediately report suspicious or unauthorized transactions.
Protect their devices from malware and unauthorized access.
Ognimohub uses:
Encryption in transit.
2FA for sensitive actions.
Transaction monitoring and fraud-detection systems.
Regular security audits.
Relevant financial and data-security standards.
Suspected unauthorized activity or security vulnerabilities should be reported immediately to:
Email: support@ognimohub.com
Phone/WhatsApp: +254 745 497444
Prompt reporting improves the likelihood of investigation and recovery.
Ognimohub protects user, agent, and merchant data in accordance with applicable privacy laws.
Depending on the service, Ognimohub may collect:
Financial information, payment information, purchase history, and credit-related information.
Name, email, User ID, address, and phone number.
Optional messages and communications where applicable.
App diagnostics and performance data.
Optional app-activity/search data.
Optional contacts and photos.
Data may be used for app functionality, account management, fraud prevention, analytics, marketing where consented, and regulatory compliance.
Ognimohub does not share user data with other organizations for commercial or marketing purposes. However, transaction processing may require sharing transaction-related data securely with PSPs, banks, financial institutions, and payment gateways such as Stripe and PayPal. Those organizations are subject to their own privacy policies.
Data is retained as necessary to provide services, meet legal requirements, resolve disputes, and enforce agreements. Users may request deletion through support, but information may be retained where required by law, AML/KYC obligations, fraud prevention, or audit requirements.
Data transferred through the Platform is encrypted in transit using secure connection protocols.
Ognimohub may temporarily suspend an account for:
Suspicious or potentially fraudulent activity.
Violations of the Terms of Service or this Policy.
Legal or regulatory requirements.
During suspension, new transactions may be restricted while transaction history remains accessible where appropriate.
Ognimohub may permanently terminate an account for:
Serious or repeated policy violations.
Confirmed fraud.
Legal or regulatory requirements.
User-requested deletion, subject to data-retention obligations.
For suspended accounts, pending transactions may be halted or reversed, while previously submitted refund requests continue under this Policy.
For terminated accounts, legitimate remaining funds may be returned through a verified bank account or other approved method after applicable fees/liabilities and subject to legal requirements. Pending transactions will be cancelled.
Ognimohub applies AML/KYC controls to prevent financial crime, terrorism financing, and fraud. Users may be required to provide additional identity documentation. Detailed requirements are governed by Ognimohub's AML/KYC Policy.
Ognimohub seeks to protect consumer rights and provide fair, transparent, and timely dispute resolution together with the Terms of Service and related policies.
This Policy is governed by the laws of Kenya. Ognimohub Agency is domiciled at Pioneer House, Kenyatta Avenue, Nairobi, Kenya, and disputes arising under or in connection with this Policy are subject to the exclusive jurisdiction of the courts of Kenya.
Ognimohub may amend this Policy to reflect changes in services, law, regulations, or industry practices. Changes take effect when posted on the Ognimohub website or apps. Material changes may be communicated through in-app notifications, email, or other appropriate channels.
Continued use of the Platform after publication of amendments constitutes acceptance of the revised Policy.
For questions, refund requests, disputes, or data-deletion requests:
Email: support@ognimohub.com
Phone / WhatsApp: +254 745 497444
Address: OGNIMOHUB AGENCY, Pioneer House, Kenyatta Avenue, Nairobi, Kenya
This document constitutes the official Refund & Transactions Policy of Ognimohub Agency.
Last Reviewed: April 2026 • Next Scheduled Review: January 2027 • Approved by Senior Management
