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REFUND POLICY

Payments, cancellations, and refunds for Sure Swift deliveries

Operated by Sure Swift Express Delivery Ltd

Effective date: 1 October 2026  ·  Version 1.0

1. Introduction

This Refund Policy explains how you pay for Sure Swift Express Delivery services, how cancellations work, and when and how you can get a refund. It forms part of your agreement with Sure Swift and should be read together with our Terms & Conditions. It is designed to meet Ghanaian transparency and consumer-protection expectations, including the cancellation rights recognised under the Electronic Transactions Act, 2008 (Act 772).

2. Accepted payment methods

Card and mobile-money payments are processed through licensed payment service providers operating under Bank of Ghana oversight. Sure Swift does not store your full card number or mobile-money PIN.

3. When payment is taken

• Prepaid bookings: the fare is authorised or charged when you confirm the booking.
• COD bookings: the delivery fee (and any item cost, where applicable) is collected at the point stated during booking.
• Receipts: you receive an electronic receipt for every successful payment.

4. Security & liability for payment loss

We use reasonable technical and organisational measures to keep payments secure. If you suffer a financial loss that results directly from a security failure of our Platform (and not from your own disclosure of your PIN or card details), Sure Swift will work with the payment provider to investigate and resolve the matter, and will bear responsibility where the fault is ours.

5. Cancellations

Because deliveries are performed in real time, cancellation rights depend on how far the booking has progressed:

Sure Swift may also cancel a booking — for example, if no partner is available, if the item appears prohibited, or if the request breaches our Terms. Where we cancel for reasons that are not your fault, you are not charged, or you are refunded in full.

6. Your statutory cancellation right

Ghanaian electronic-transactions law gives consumers a right to cancel certain online transactions within set timeframes — generally up to 14 days for goods and 7 days for services — subject to exceptions. Delivery is a service that is typically performed immediately, so once a delivery has been completed at your request, this cooling-off right will usually not apply to the delivery itself. Where the right does apply (for example, a service you booked but which has not yet been performed), you may cancel within the statutory period and receive a refund as set out below.

Confirm the exact statutory windows and exceptions with your lawyer before publishing, as these may change under forthcoming e-commerce legislation.

7. When you may get a refund

You may be entitled to a refund (full or partial) in situations including:

• Service not delivered: you paid but the delivery was never performed, and not due to your error.
• Duplicate or incorrect charge: you were charged twice or charged the wrong amount.
• Failure on our side: the booking was cancelled by Sure Swift for reasons that are not your fault.
• Lost or damaged item: handled under the Delivery section of our Terms & Conditions and any applicable insurance or liability limit.

8. When refunds may not apply

• The delivery was completed correctly as booked.
• Failure resulted from wrong or incomplete information you provided (e.g. wrong address or recipient unavailable).
• The item was prohibited or unlawfully sent.

Nothing here limits any non-excludable right you have under Ghanaian law.

9. How refunds are paid

Refunds are made to the original payment method where possible (MoMo, card, or by agreed alternative for COD). We aim to process approved refunds within 7 working days, subject to the payment provider’s timelines.

10. How to request a refund

1. Contact us at payment@sureswifted.com with your booking reference, the reason, and any evidence (photos, screenshots).
2. We acknowledge your request and investigate.
3. We tell you the outcome and, if approved, process the refund to your original payment method.
4. If you are not satisfied, we escalate internally for a final review, and the dispute steps in our Terms & Conditions apply.

11. Contact