Refund policy.

1. Eligible reviews

• A duplicate verified charge for the same booking.
• A verified payment where PonyWheels cannot provide the accepted service.
• An amount collected above the final confirmed charge.
• Another case where Ghanaian law requires a refund.

2. Usually not refundable

• A completed service correctly supplied.
• Costs caused by incorrect booking information, prohibited goods, failed access or customer cancellation after material work has begun.
• Cash-on-delivery amounts that were never collected.
• Temporary bank or mobile-money holds that the provider has not settled to PonyWheels.

3. Request and evidence

Contact support with the booking number, verified payment reference, reason and relevant evidence. Do not publish card, mobile-money PIN, OTP or account credentials. We acknowledge requests, investigate provider records and communicate the decision through the registered account.

4. Method and timing

Approved refunds are normally returned through the original payment channel. Provider and bank processing times apply after PonyWheels submits the refund. We do not mark a refund complete until the provider confirms it. Any non-refundable provider fee will be disclosed where legally permitted.

5. Disputes

If you disagree with a decision, ask support to escalate the case. This policy does not limit statutory consumer or payment-dispute rights.