Legal

Buyer Protection Policy

Last updated: 28th June 2026

This policy mirrors the Buyer Protection Policy shown inside the GrabAm app. It has not yet received formal legal review and should not be treated as final until reviewed by a qualified lawyer in Ghana.

1. How Funds Are Held

When a buyer pays, funds are collected via Moolre and held by GrabAm pending order completion. Funds release to the seller's payout number, less fees, once the order is marked complete typically on confirmed delivery.

2. Opening a Dispute

You can open a dispute if:

The item doesn't match its listing description.
The item arrived damaged.
The item wasn't delivered within the agreed slot, or a reasonable time after.
Either party believes the other acted in bad faith.

3. Evidence

Packing/unboxing photos (via the App's photo evidence feature).
Photos of the item's condition as received.
Screenshots of relevant in-app messages.
A clear written description of the issue.

Submitting false or staged evidence is a serious Terms violation and may result in the dispute being decided against you, plus account suspension.

4. How Disputes Are Reviewed

Both buyer and seller are notified and can submit evidence and a statement.
A GrabAm admin reviews all evidence, order details, and message history.
GrabAm may ask for additional information from either side.
GrabAm issues a decision: release funds to seller, full refund, partial refund, or a required return as a refund condition.

5. Refunds

Approved refunds return to the buyer's original payment method via Moolre.
Partial refunds may apply for minor undisclosed issues.
If a refund is due to a seller-side issue, GrabAm won't keep its fee on that order.
Buyer's remorse alone (changing your mind on an accurately described item) isn't grounds for a refund.

6. Cancellations

Orders can be cancelled before a delivery slot is confirmed, or by mutual agreement. After a slot is confirmed, cancellation may require opening a dispute if the other party disagrees.

7. Repeated or Bad-Faith Disputes

GrabAm monitors dispute patterns. Repeated unsubstantiated disputes, or disputes repeatedly substantiated against a user, may lead to account review or suspension.

8. Finality & Your Rights

GrabAm's decision is final within our internal process, but doesn't limit your legal rights under Ghanaian consumer protection or contract law.

Questions? support@grabam.com.