Table of Contents

1. Purpose, Scope, and General Principles

1.1 Purpose

This Transaction Refund Policy ("Policy") sets out Ognimohub's framework for handling refund requests, transaction reversals, disputes, and chargebacks across all services and products offered through the Ognimohub platform. It defines eligibility criteria, processing timelines, disbursement methods, and the rights and obligations of both Ognimohub and its users in connection with refund claims.

Ognimohub is committed to resolving all refund requests fairly, consistently, and in compliance with applicable consumer protection law, payment services regulations, and financial services standards. This Policy is designed to be transparent, accessible, and easy to understand for all users.

1.2 Scope

This Policy applies to all financial transactions processed through the Ognimohub platform, including:

• Domestic and international peer-to-peer (P2P) money transfers.

• Merchant and business payments processed through the Ognimohub platform.

• Bill payments, utility payments, and government service payments.

• Airtime and data top-up transactions.

• Wallet loading, deposits, and withdrawals.

• Fees and charges levied by Ognimohub on any of the above transaction types.

• Service fees paid for Ognimohub's IT Solutions, e-Learning, and Digital Marketing services, where applicable.

1.3 General Principles

The following principles govern Ognimohub's approach to all refund and reversal requests:

• Fairness — all refund requests are assessed on their individual merits, consistently and without bias.

• Transparency — the basis for every refund decision, whether approved or declined, is communicated clearly to the requesting user.

• Promptness — Ognimohub commits to processing eligible refunds within defined timeframes and to keeping users informed of the status of their claim at every stage.

• Finality — completed financial transactions are final by nature. Refunds are not automatic and are subject to the eligibility criteria set out in this Policy.

• User Responsibility — users bear responsibility for verifying transaction details — including recipient information, amounts, and transaction purpose — before confirming any transaction.

2. Definitions

The following terms carry the meanings defined below throughout this Policy:

3. General Refund Principles and Finality of Transactions

3.1 Finality of Completed Transactions

As a fundamental principle of digital financial services, all transactions that have been confirmed, authorized, and fully settled on the Ognimohub platform are final and irreversible by default. By confirming a transaction, the user explicitly authorizes the transfer of funds and accepts that the transaction cannot be automatically undone.

3.2 When Refunds May Be Available

Notwithstanding the general principle of transaction finality, Ognimohub may process a refund or reversal in the following defined circumstances:

• A transaction failed or was not completed due to a technical fault on Ognimohub's systems or infrastructure.

• A duplicate transaction was processed due to a system error.

• Ognimohub processed an incorrect amount due to a system or processing error.

• The transaction was demonstrably unauthorized and reported within the required timeframe.

• The recipient has confirmed receipt of funds and consented to return them.

• A merchant or service provider has authorized a refund in accordance with their own refund terms.

• A regulatory directive, court order, or AML/fraud investigation requires the reversal of a transaction.

3.3 What Refunds Do Not Cover

Ognimohub's refund policy does not extend to:

• Transactions correctly processed in accordance with the instructions provided by the user, even if the user later regrets the transaction.

• Transfers sent to an incorrect recipient due to errors in the account number, mobile number, or other details entered by the user.

• Disputes between a user and a third-party merchant or service provider that are not the result of a technical error by Ognimohub.

• Losses arising from the user voluntarily sharing account credentials or authorizing a third party to transact on their account.

• Transactions that were completed in accordance with a user's instructions and where the user authorized the transaction.

4. Eligible Refund Scenarios

The following scenarios constitute eligible grounds for a refund request under this Policy. Each scenario is subject to investigation and verification by Ognimohub before a refund is approved.

5. Non-Refundable Transactions and Exclusions

The following categories of transactions are not eligible for refund under this Policy, except where expressly required by applicable consumer protection law or regulatory directive:

6. Service-Specific Refund Rules

6.1 MFS — Peer-to-Peer (P2P) Transfers

P2P transfers are irreversible once confirmed and settled. Refunds are only possible where the recipient has not yet accessed the funds and voluntarily consents to return them, or where a confirmed system error or unauthorized transaction is established. Ognimohub will facilitate the recovery process, but cannot compel a recipient to return funds where the transfer was correctly executed.

6.2 MFS — Bill Payments

Bill payments that have been successfully submitted to and acknowledged by the biller are non-refundable through Ognimohub. If a bill payment was processed in error or the biller has not credited the payment, the user must contact the biller directly with the Ognimohub payment reference number. Ognimohub will provide transaction confirmation evidence to support the user's claim with the biller upon request.

6.3 MFS — Merchant Payments

Refunds on merchant payments are governed by the merchant's own refund and return policy. Ognimohub acts solely as the payment processor and is not a party to the commercial arrangement between the user and the merchant. Where a merchant authorizes a refund, Ognimohub will process the return of funds to the user's wallet within the standard refund processing timeline. Disputes with merchants that do not involve a technical error by Ognimohub must be resolved directly between the user and the merchant.

6.4 MFS — Airtime and Data Top-Ups

Airtime and data top-ups are processed and delivered in real time to the designated mobile number. Once delivered, they are non-refundable. If a top-up was not delivered due to a confirmed system error and the user's account was debited, a full refund will be processed within the standard timeline.

6.5 MFS — Wallet Load and Withdrawal

Where a wallet loading transaction is debited from the user's bank account or mobile money but not credited to the Ognimohub wallet due to a confirmed technical fault, Ognimohub will investigate and credit the wallet or issue a refund within 5 to 7 business days of the confirmed fault. Users must retain bank or mobile money debit confirmation as evidence. Withdrawal reversals are processed in accordance with Ognimohub's technical capabilities and applicable regulations.

6.6 IT Solutions Services

Refunds for IT Solutions services are governed by the specific service agreement entered into between Ognimohub and the client. In the absence of a specific service agreement provision, the following general rules apply:

• Deposits and advance payments are non-refundable once project work has commenced, unless Ognimohub is unable to fulfil the agreed scope through its own fault.

• Where a service is not delivered due to Ognimohub's confirmed fault, a pro-rata refund or credit note will be issued for undelivered work.

• Completed and accepted deliverables are not eligible for refund.

6.7 e-Learning Services

The following refund rules apply to Ognimohub's e-Learning platform:

• Course fees paid for a course that has not yet commenced are eligible for a full refund if requested within 7 days of payment.

• Where a course has commenced and less than 20% of the content has been accessed, a partial refund of 50% of the course fee may be issued at Ognimohub's discretion.

• Once more than 20% of course content has been accessed, no refund is available.

• Technical faults preventing access to paid course content are eligible for full or partial refund depending on the extent of the access disruption.

• Certificates and credentials already issued are non-refundable under any circumstances.

6.8 Digital Marketing Services

Refunds for Digital Marketing engagements are governed by the applicable service agreement. In the absence of a specific provision:

• Retainer fees are non-refundable for the current billing period once work has commenced.

• Where a campaign has not been launched and no work has been performed, a full refund of advance fees will be issued upon written cancellation request.

• Advertising spend paid to third-party platforms (e.g. Google Ads, Meta Ads) on behalf of clients is subject to those platforms' own refund policies and is not refundable by Ognimohub.

• Unused campaign budgets held by Ognimohub at the time of contract termination will be returned to the client within 14 business days of confirmed termination.

7. How to Submit a Refund Request

Users may submit a refund or dispute request through any of the following official Ognimohub channels. All refund requests must include the information listed below to enable prompt investigation and processing.

7.1 Required Information for Refund Requests

To enable Ognimohub to process your refund request efficiently, please include the following in all refund submissions:

• Full name and registered email address or mobile number on your Ognimohub account.

• Transaction reference number or transaction ID (found in your transaction history or receipt).

• Date and time of the transaction.

• Transaction amount and currency.

• Type of transaction (e.g. P2P transfer, bill payment, merchant payment, wallet load).

• A clear description of the issue or reason for the refund request.

• Supporting evidence where available, including screenshots, bank statements, payment confirmations, or merchant correspondence.

8. Refund Processing Timeline

Ognimohub is committed to resolving all refund requests within defined timeframes. Processing times vary based on the nature of the transaction, the complexity of the investigation required, and the involvement of third-party partners or financial institutions.

9. Refund Methods and Disbursement

9.1 Standard Refund Method

Approved refunds will be returned to the original source of funds wherever technically possible. The standard refund disbursement method is as follows:

9.2 Alternative Refund Methods

Where the original payment method is unavailable, inactive, closed, or technically incompatible with a return transfer, Ognimohub may — at its discretion and subject to the user's verification — disburse the refund via an alternative method, including:

• Credit to the user's active Ognimohub wallet.

• Bank transfer to a verified bank account in the user's name.

• Ognimohub service credit applicable to future transactions or service fees.

Alternative refund methods are subject to additional identity verification and may extend the processing timeline by up to 5 business days.

9.3 Currency and Exchange Rates

Refunds are processed in the same currency as the original transaction. Where currency conversion was applied at the time of the original transaction, the refund will reflect the original transaction amount in the original currency, not the converted amount. Ognimohub does not compensate for exchange rate fluctuations between the time of the original transaction and the time of refund.

9.4 Refund Fees

Ognimohub does not charge a fee for processing approved refunds. However, original transaction fees are not automatically refunded unless the refund is being made on the basis of a documented Ognimohub processing error. Where third-party financial institutions charge fees for return transfers, these fees may be deducted from the refund amount, and the user will be informed in advance.

10. Transaction Disputes and Chargebacks

10.1 Raising a Dispute

A dispute is a formal objection to a transaction that the user believes was unauthorized, incorrectly processed, or involved a service failure. Users may raise a dispute through any of the channels listed in Section 7. Ognimohub will acknowledge all disputes within 48 business hours of receipt.

10.2 Dispute Investigation Process

10.3 Chargeback Requests

Where a user initiates a chargeback through their bank or card issuer in respect of a transaction processed through Ognimohub, Ognimohub will respond to the chargeback in accordance with applicable payment network rules. Users are encouraged to contact Ognimohub directly before initiating a chargeback, as this often results in a faster resolution. Where a chargeback is found to be initiated fraudulently or in bad faith, Ognimohub reserves the right to recover chargeback costs from the user and to suspend or terminate the user's account.

11. Erroneous and Duplicate Transactions

11.1 System-Generated Errors

Where a transaction is processed incorrectly due to a confirmed technical fault, system bug, or processing error on the part of Ognimohub — such as an incorrect debit amount, duplicate processing, or a failed credit — Ognimohub accepts full responsibility and will initiate a refund without requiring the user to bear the burden of proof beyond providing the relevant transaction details.

11.2 Duplicate Transaction Process

Where a user identifies a duplicate charge on their account, they must report it within 60 days using any of the channels in Section 7. Ognimohub will investigate and, upon confirming the duplication, will process a refund of the duplicate amount within 3 to 5 business days. Users must not attempt to reverse duplicate charges through third-party chargebacks before allowing Ognimohub the opportunity to investigate.

11.3 User-Error Transactions

Where a transaction was sent to the wrong recipient due to an error in the account details entered by the user, Ognimohub will make reasonable efforts to contact the unintended recipient and request the voluntary return of funds. However:

• Ognimohub cannot compel an unintended recipient to return funds.

• Ognimohub cannot reverse a correctly-processed transaction without the recipient's consent.

• Recovery of misdirected funds is not guaranteed and Ognimohub accepts no liability for losses arising from user input errors.

• Ognimohub will provide the user with full transaction evidence to support any independent legal action against the unintended recipient.

12. Failed and Pending Transactions

12.1 Failed Transactions

A failed transaction is one where the user's account is debited but the intended transfer or payment is not completed. Where a transaction fails due to a confirmed technical error on Ognimohub's systems or third-party payment rails, the debited amount will be automatically reversed to the user's account within 3 to 5 business days in most cases. Where an automatic reversal does not occur, the user must raise a failed transaction report within 60 days for investigation.

12.2 Pending Transactions

Transactions may remain in a pending state due to security holds, identity verification requirements, third-party processing delays, or regulatory checks. Ognimohub will notify the user if a transaction is placed on hold and the estimated resolution timeframe. Pending transactions are not refundable until they have either failed or been cancelled, as funds are technically reserved but not yet transferred.

12.3 Transaction Timeout

Where a transaction times out due to a network or system interruption and the outcome is unclear, Ognimohub will investigate the transaction status within 24 hours and notify the user of the outcome. Where funds were debited and the transaction did not complete, a refund will be processed within the standard failed transaction timeline.

13. Refunds Involving Third-Party Services

Many transactions processed through Ognimohub involve third-party financial institutions, mobile money operators, merchants, billers, and payment processors. Where a refund requires the cooperation of a third party, the following applies:

• Ognimohub will initiate contact with the relevant third party within 2 business days of a confirmed eligible refund request.

• Refund timelines may be extended by the third party's own processing times, which are outside Ognimohub's control.

• Ognimohub will keep the user updated at minimum every 5 business days on the progress of third-party refund recovery.

• Where a third party refuses to process a refund that Ognimohub believes is legitimately due, Ognimohub will escalate the matter through applicable inter-institutional dispute channels on the user's behalf.

• Ognimohub's liability in respect of third-party delays or refusals is limited to the reasonable steps taken on the user's behalf and does not extend to guaranteeing recovery of funds held by third parties.

14. Fraud-Related Refund Claims

14.1 Reporting Unauthorized Transactions

If you believe a transaction on your Ognimohub account was unauthorized or conducted as a result of fraud, you must report it immediately — and no later than 30 days after the date on which you first become aware of the unauthorized transaction — through any of the channels in Section 7. Prompt reporting is critical to maximizing the likelihood of fund recovery and limiting your potential liability.

14.2 Investigation of Fraud Claims

All fraud-related refund claims are subject to thorough investigation by Ognimohub's fraud and compliance teams. The investigation will assess:

• Whether the transaction was genuinely unauthorized, based on device, IP, geolocation, and behavioral data.

• Whether the user took reasonable steps to protect their account credentials.

• Whether the user reported the unauthorized activity promptly.

• Whether the user may have negligently or voluntarily facilitated the fraud — for example, by sharing credentials or authorizing a third party.

14.3 Liability Apportionment for Unauthorized Transactions

15. Fee Refunds

15.1 When Transaction Fees Are Refunded

Transaction and service fees charged by Ognimohub are non-refundable for successfully completed transactions. Fee refunds are only available in the following circumstances:

• The underlying transaction for which the fee was charged fails or is reversed due to a confirmed Ognimohub system error.

• A duplicate fee was charged due to a system fault.

• An incorrect fee amount was charged as a result of a pricing or system error by Ognimohub.

• A regulatory directive or consumer protection provision requires the return of fees in specific circumstances.

15.2 Third-Party Fees

Fees charged by third-party financial institutions, mobile money operators, card networks, or payment processors are not within Ognimohub's control and are not refundable by Ognimohub. Where third-party fees were incurred as a result of a confirmed Ognimohub error, Ognimohub will consider reimbursement of documented third-party fees on a case-by-case basis.

16. Consumer Protection and Regulatory Rights

This Policy operates alongside — and does not limit — any rights you may have under applicable consumer protection legislation, payment services regulations, or financial services law in your jurisdiction. Where applicable law provides consumer rights that are more favorable than those set out in this Policy, those statutory rights shall prevail.

In particular, users in jurisdictions subject to payment services regulations may have statutory rights to refunds for unauthorized payment transactions that are stronger than the provisions of this Policy, including rights to immediate provisional credit pending investigation. Ognimohub will always honor applicable statutory consumer rights in full.

If you believe Ognimohub has failed to honor your statutory refund rights, you have the right to escalate your complaint to the relevant financial regulatory authority or ombudsman service in your jurisdiction, as described in Section 17.

17. Escalation and Complaints

17.1 Internal Escalation

If you are not satisfied with the outcome of a refund request or dispute investigation, you may escalate your complaint to Ognimohub's senior complaints team by:

• Responding to the resolution communication you received and requesting escalation to a senior review.

• Submitting a formal complaint via the support ticket portal at ognimohub.com/ticket, clearly marked as a complaint escalation.

• Emailing support@ognimohub.com with the subject line: "Formal Complaint — Refund Escalation" and including your original case reference number.

Ognimohub will acknowledge all escalated complaints within 2 business days and provide a final response within 15 business days of receipt of the escalation.

17.2 External Escalation

If your complaint is not resolved to your satisfaction following internal escalation, you have the right to refer your complaint to:

• The relevant national financial regulatory authority or central bank governing digital financial services in your jurisdiction.

• The applicable consumer protection ombudsman or financial services disputes tribunal in your country.

• A court of competent jurisdiction, in accordance with the governing law provisions of Ognimohub's Terms of Service.

Ognimohub will cooperate fully with all regulatory and ombudsman investigations and will provide all requested documentation and evidence within required timeframes.

18. Policy Review and Contact

18.1 Policy Review

This Transaction Refund Policy is reviewed at least annually and updated as necessary to reflect changes in applicable law, regulatory requirements, payment industry standards, or Ognimohub's product and service offerings. All updates are versioned and dated. The most current version of this Policy is always available at ognimohub.com. Material changes will be communicated to users in advance through in-app notifications or email.

18.2 Contact Us

For all refund requests, disputes, or questions relating to this Policy, please contact Ognimohub through any of the following channels:

Ognimohub MFS  |  Transaction Refund Policy  |  Version 1.8  |  Effective May 12, 2026