PAYMENTS
Refund Policy
Last updated September 1, 2026. Questions and rights requests can be submitted through Support.
Tour bookings
This policy applies to tour bookings paid through Ghana Tour Guide with Paystack. Hotel and restaurant reservations opened through an independent business link are governed by that business’s own cancellation and refund terms.
Cancellation before completion
If a paid tour booking is canceled before it is completed, the full traveler total—including the tour subtotal and Booking fee—is refunded. The guide receives GH₵0 and no guide payout may be released.
Completed or disputed services
A completed booking is not automatically refunded. If a traveler or guide disputes whether the service was delivered, the payment and payout remain subject to administrator review. Submit the booking details and supporting information through Support.
Refund processing
Approved refunds are sent to Paystack using the original transaction reference. Paystack and the traveler’s financial institution control the time required for funds to appear. The booking remains marked as refunding until a signed Paystack webhook confirms the result.
Duplicate charges and payment errors
Report a duplicate charge, incorrect amount, or payment error through Support. Ghana Tour Guide verifies the server-side booking ledger and Paystack reference before starting a refund.
Chargebacks and fraud
A chargeback, suspected fraud, safety report, or legal request may place the booking and guide payout on hold while the matter is investigated. Users must not request both a platform refund and a chargeback for the same payment.