Effective Date: January 1, 2026  |  Last Reviewed: July 14, 2026

Pioneer House, Kenyatta Avenue, Nairobi, Kenya

  This Refund & Transactions Policy outlines the terms and conditions governing all transactions conducted through the Ognimohub platform, including its User App, Agent App, and Merchant App. It details procedures for processing transactions, managing refunds, addressing disputes, and ensuring the security and integrity of all financial operations. Ognimohub is committed to providing a seamless, secure, and transparent financial experience for all its users, agents, and merchants.  

  1.  Introduction and Scope

Ognimohub is a pioneering IT Company, Digital Marketing Company, and FinTech Agency offering a comprehensive Cross-Platform Mobile Financial Services (MFS) Solution. This Policy applies to all financial transactions initiated, processed, or completed through the Ognimohub User App, Agent App, and Merchant App, including but not limited to:

• Adding money, sending money, and peer-to-peer transfers

• Mobile recharges and airtime purchases

• Cash-outs, bank transfers, and virtual card usage

• Merchant payments, bill payments, and utility payments

• Microfinance transactions, investment activities, and donations

• Education fee payments and other in-app financial services

Our goal is to ensure clarity, fairness, and security in all financial interactions on our platform.

  2.  Definitions

The following terms are used throughout this Policy:

• Ognimohub Platform: The Ognimohub User App, Agent App, Merchant App, and associated web services, collectively.

• User: An individual registered to use the Ognimohub User App.

• Agent: An individual or entity registered to use the Ognimohub Agent App for facilitating transactions.

• Merchant: A business or individual registered to use the Ognimohub Merchant App for accepting payments.

• Transaction: Any financial operation initiated through the Ognimohub Platform, including payments, transfers, deposits, and withdrawals.

• Refund: The return of funds to a user, agent, or merchant following a failed, erroneous, or disputed transaction.

• Dispute: A formal disagreement raised by a user, agent, or merchant regarding a transaction.

• Payment Gateway: A third-party service authorizing payment processing. Ognimohub supports over 20 gateways including Stripe and PayPal.

• MFS: Mobile Financial Services.

• PSP: Payment Service Provider.

• 2FA: Two-Factor Authentication.

  3.  General Transaction Principles

  3.1  Transaction Authorization

All transactions on the Ognimohub Platform require explicit authorization from the initiating party, typically via PIN, password, or biometric authentication. Ognimohub implements Two-Factor Authentication (2FA) across all its apps for enhanced security.

⚠  Users are solely responsible for maintaining the confidentiality of their authentication credentials. Sharing login details with any third party is strictly prohibited and may void fraud protection rights.

  3.2  Transaction Limits

Ognimohub may impose daily, weekly, or monthly transaction limits — both in value and frequency — for security, regulatory compliance, and fraud prevention purposes. Limits may vary based on:

• KYC verification level completed by the user

• Account history and usage patterns

• Regional regulatory requirements

Users can view their applicable limits within the app or by contacting customer support.

  3.3  Transaction Confirmation and Records

Upon successful completion of any transaction, Ognimohub will provide an immediate confirmation via in-app notification, SMS, or email. A full transaction history is accessible within the User, Agent, and Merchant Apps and serves as the official record of all platform activity.

  3.4  Transaction Fees

Applicable fees will be clearly displayed before a transaction is confirmed. By proceeding, the user, agent, or merchant agrees to pay the stated fees. Fee structures are subject to change and any modifications will be communicated in advance through official Ognimohub channels.

  3.5  Currency and Exchange Rates

Transactions are processed in the user's local currency unless otherwise specified. For cross-currency transactions, prevailing exchange rates applied by Ognimohub or its integrated PSPs — which may include a margin — will be clearly displayed before the transaction is confirmed.

  4.  Refund Policy

Ognimohub is committed to fair and transparent refund processes. This section details the conditions under which refunds are issued and the procedures for requesting them.

  4.1  Eligibility for Refunds

Refunds are generally issued for the following categories:

• Failed Transactions: Transactions that do not successfully complete due to technical issues on Ognimohub's side or its integrated PSPs.

• Erroneous Transactions: Funds sent to an incorrect recipient or for an incorrect amount due to a verifiable user error, subject to specific conditions.

• Unauthorized Transactions: Transactions not initiated or authorized by the account holder.

• Disputed Merchant Transactions: Payments for goods or services that were not delivered, were defective, or were significantly not as described, following a successful dispute resolution.

  4.2  Types of Transactions and Refund Scenarios

Failed Transactions

If a transaction fails — for example, a Send Money transfer does not reach the recipient, an Add Money request does not credit the account, or a Bill Payment fails to process — funds will typically be automatically reversed to the originating account within the timeframes outlined in Section 4.4. If automatic reversal does not occur, users must contact Ognimohub support with full transaction details.

Erroneous Transactions (User Error)

If a user sends money to the wrong recipient or for an incorrect amount, Ognimohub will make reasonable efforts to assist in recovering the funds. However, recovery is not guaranteed, as it is dependent on the cooperation of the unintended recipient.

ℹ  Users must report erroneous transactions immediately. Delayed reporting reduces the likelihood of successful recovery. For erroneous bank transfers, Ognimohub will follow the procedures of the respective banking institutions, and recovery timelines are subject to bank policies.

Unauthorized Transactions

If unauthorized transactions occur as a result of account compromise, the user must report this immediately to Ognimohub support. Upon investigation, if fraud is confirmed and the user is not found to have been negligent in protecting their credentials, a full refund for the unauthorized amount will be processed.

Disputed Merchant Transactions

If a user pays a merchant for goods or services that are not delivered, defective, or significantly not as described, the user should first attempt to resolve the matter directly with the merchant. If direct resolution fails, a formal dispute may be initiated with Ognimohub (see Section 5). Where the merchant is found at fault and fails to provide agreed goods/services or a direct refund, Ognimohub may, at its discretion, issue a refund to the user.

Virtual Card Transactions

Refunds for virtual card transactions are governed by the policies of the merchant where the card was used and the applicable card network rules. Users should contact the merchant in the first instance. If the merchant processes a refund, it will be credited back to the user's Ognimohub account.

Bill Payments and Recharges

• Failed Payment: Funds will be automatically reversed if a bill payment or recharge fails due to technical issues.

• Incorrect Billing Account/Number: If a payment is made to an incorrect account due to user error, recovery is dependent on the policies of the biller or mobile operator. Ognimohub cannot guarantee a refund in such cases.

⚠  Users are strongly advised to double-check all recipient details before confirming bill payment and recharge transactions, as these are often irreversible once processed by the service provider.

Investment Transactions

Refunds for investment transactions are subject to the specific terms and conditions of the investment product chosen, which are clearly outlined at the point of investment. As a general principle:

• Refunds due to market fluctuations are not applicable. Investments carry inherent market risk.

• Refunds may only apply where a technical error prevents an investment from being correctly processed.

• All investment proceeds are subject to the withdrawal restrictions outlined in Ognimohub's AML/KYC Policy (Section 16), which restricts withdrawal of proceeds from investments exceeding 24 hours in duration until the investment cycle has fully matured.

Donations

Donations made through the Ognimohub platform are generally non-refundable. Users are advised to exercise due diligence before making a donation. In exceptional circumstances — such as a clear technical error in processing — a refund may be considered upon review by the Ognimohub support team.

  4.3  Refund Request Process

To initiate a refund request, users must follow the steps below:

1. Contact Ognimohub customer support via email at support@ognimohub.com or WhatsApp at +254 745 497444.

2. Provide all relevant transaction details: transaction ID, date, amount, recipient or merchant details, and a clear explanation of the reason for the refund request.

3. Submit any required supporting documentation, which may include screenshots, correspondence with the merchant, or a police report in cases of fraud.

4. Await confirmation of receipt and the commencement of the investigation or processing timeline.

  4.4  Refund Processing Timeframes

Note: The actual time for funds to appear in a user's account may vary depending on the receiving bank or payment method, independent of Ognimohub's processing time.

  4.5  Refund Methods

Refunds will generally be credited to the original Ognimohub account from which the funds originated. In specific cases, and at Ognimohub's discretion, refunds may be processed to a linked bank account or other approved method.

  4.6  Non-Refundable Items and Services

Certain services or products purchased through the platform may be explicitly designated as non-refundable by the service provider or merchant. Users should review the terms and conditions of such purchases before completing the transaction.

  5.  Dispute Resolution

Ognimohub provides a structured process for resolving transaction disputes to ensure fairness and transparency for all parties.

  5.1  Initiating a Dispute

Users, agents, or merchants may initiate a dispute by contacting Ognimohub customer support, generally within 1 to 5 calendar days of the transaction date, depending on the nature of the dispute. The dispute submission must include:

• Transaction ID and date of the disputed transaction

• A detailed description of the issue and the outcome sought

• Any supporting evidence, such as communication with the other party or proof of non-delivery

  5.2  Investigation Process

5. Acknowledgement: Ognimohub will acknowledge receipt of the dispute within a reasonable timeframe.

6. Information Gathering: Ognimohub will collect information from all relevant parties — the user, agent, merchant, and PSPs — and review all transaction records.

7. Mediation: Ognimohub may attempt to facilitate a mutually agreeable resolution between the parties.

8. Decision: A decision will be made based on the available evidence and communicated to all parties in writing.

  5.3  Resolution Outcomes

Possible outcomes following the completion of a dispute investigation include:

• Full Refund: Funds are returned in full to the initiating party.

• Partial Refund: A portion of the transaction amount is refunded.

• Transaction Upheld: The original transaction is deemed valid and no refund is issued.

• Mutually Agreed Resolution: An alternative resolution agreed upon by all parties.

  5.4  Chargebacks

Where a user initiates a chargeback through their bank or card issuer for a transaction made via Ognimohub, Ognimohub will cooperate fully with the bank or issuer's investigation process.

⚠  Initiating a chargeback without first attempting to resolve the matter through Ognimohub's internal dispute resolution process may result in account suspension or termination. Users are strongly encouraged to exhaust internal channels before escalating to their financial institution.

  6.  Security and Fraud Prevention

Ognimohub places paramount importance on the security of its platform and the protection of user assets. Security is a shared responsibility between Ognimohub and its users.

  6.1  User Responsibilities

Users play a critical role in maintaining the security of their accounts. They are responsible for:

• Keeping all login credentials — PINs, passwords, and User IDs — strictly confidential and never sharing them with any third party.

• Enabling and actively using Two-Factor Authentication (2FA) where available.

• Regularly reviewing their transaction history for any unauthorized or suspicious activity.

• Immediately reporting any unauthorized transactions or suspicious account activity to Ognimohub.

• Ensuring personal devices are protected from malware and unauthorized access.

  6.2  Ognimohub's Security Measures

Ognimohub employs a multi-layered security framework, including:

• Data Encryption in Transit: All data transferred over the platform is encrypted using secure connections.

• Two-Factor Authentication (2FA): Mandatory or optional 2FA for sensitive account actions.

• Advanced Fraud Detection Systems: Continuous transaction monitoring to identify and respond to suspicious patterns and potentially fraudulent activity.

• Regular Security Audits: Periodic independent assessments to identify and remediate system vulnerabilities.

• Industry Standards Compliance: Adherence to relevant data security and financial industry standards.

  6.3  Reporting Suspicious Activity

Any user, agent, or merchant who suspects unauthorized activity on their account or encounters any security vulnerability should contact Ognimohub support immediately:

• Email: support@ognimohub.com

• Phone/WhatsApp: +254 745 497444

ℹ  Prompt reporting is critical. The faster suspicious activity is reported, the greater the likelihood of successful investigation and fund recovery.

  7.  Data Privacy and Protection

Ognimohub is committed to protecting the privacy of its users, agents, and merchants in accordance with applicable data protection and privacy laws.

  7.1  Data Collected

Ognimohub may collect the following categories of data for legitimate business and regulatory purposes:

• Financial Information: Payment info, purchase history, and credit score — for app functionality, fraud prevention, compliance, and account management.

• Personal Information: Name, email address, user IDs, address, and phone number — for app functionality, developer communications, fraud prevention, compliance, and account management.

• Messages (Optional): Emails, SMS/MMS, and in-app messages — for app functionality, account management, and marketing where consented.

• App Performance Data: Crash logs, diagnostics, and performance data — for analytics, fraud prevention, and compliance.

• App Activity (Optional): App interactions and in-app search history — for app functionality and analytics.

• Contacts (Optional): For app functionality.

• Photos (Optional): For app functionality and account management.

  7.2  Data Sharing

Ognimohub does not share user data with other companies or organizations for commercial or marketing purposes. However, transactions necessarily involve third-party Payment Service Providers (PSPs) and financial institutions — such as banks and payment gateways (e.g., Stripe, PayPal) — which process transaction-related data to complete the financial service. Their own privacy policies apply to data they handle, and Ognimohub ensures all data is transmitted securely via API integrations solely for the purpose of transaction processing.

  7.3  Data Retention and Deletion

Ognimohub retains user data for as long as necessary to provide services, meet legal obligations, resolve disputes, and enforce its agreements. Users may request data deletion by contacting support@ognimohub.com. Certain data may be retained beyond a deletion request where required by law — for example, under AML/KYC regulations or for fraud prevention and audit trail purposes.

  7.4  Data Security

All user data transferred over the Ognimohub platform is encrypted in transit using secure connection protocols, ensuring sensitive information is protected from unauthorized access during transmission.

  8.  Account Management and Termination

  8.1  Account Suspension

Ognimohub reserves the right to suspend an account temporarily in the following circumstances:

• Detection of suspicious or potentially fraudulent activity.

• Violation of Ognimohub's Terms of Service or this Policy.

• Requirement by law or a regulatory authority.

During suspension, the user may be unable to initiate new transactions but may retain access to their transaction history.

  8.2  Account Termination

Ognimohub may permanently terminate an account in the following circumstances:

• Severe or repeated violations of the Terms of Service or this Policy.

• Confirmed fraudulent activity.

• Requirement by law or a regulatory authority.

• User-requested account deletion, subject to applicable data retention obligations.

  8.3  Impact on Transactions and Refunds

• Suspended Accounts: Pending transactions may be halted or reversed. Refund requests submitted prior to suspension will be processed in accordance with this Policy.

• Terminated Accounts: Any remaining legitimate funds will be returned to the account holder via a verified bank account or other approved method, after deducting any outstanding fees or liabilities, and subject to applicable legal and regulatory requirements. All pending transactions will be cancelled.

  9.  Compliance and Regulatory Information

  9.1  Anti-Money Laundering (AML) and Know Your Customer (KYC)

As a regulated FinTech platform, Ognimohub adheres to strict AML and KYC regulations. This involves the collection and verification of personal information to prevent financial crime, terrorism financing, and fraud. Users may be required to provide additional documentation for identity verification to meet regulatory requirements. All AML/KYC practices are governed by Ognimohub's dedicated AML/KYC Policy.

  9.2  Consumer Protection

Ognimohub is committed to protecting consumer rights. This Policy, together with the Ognimohub Terms of Service, provides clear guidelines and recourse for users. Ognimohub strives to resolve all disputes fairly, transparently, and without undue delay.

  9.3  Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of Kenya, where Ognimohub Agency is domiciled at Pioneer House, Kenyatta Avenue, Nairobi, Kenya. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Kenya.

  10.  Amendments to This Policy

Ognimohub reserves the right to amend or update this Refund & Transactions Policy at any time to reflect changes in its services, legal requirements, or industry best practices. Any changes will take effect upon posting the revised Policy on the Ognimohub website and/or within the apps. Users will be notified of material changes through in-app notifications, email, or other appropriate communication channels.

ℹ  Continued use of the Ognimohub Platform following the posting of any amendments constitutes acceptance of the revised Policy.

  11.  Contact Information

For any questions, refund requests, dispute initiations, or to request data deletion, please contact the Ognimohub support team:

  This document constitutes the official Refund & Transactions Policy of Ognimohub Agency.