Consumer Protection Policy

1. Who supplies the purchase

The merchant identified on the checkout supplies the product or service. The merchant is responsible for accurate descriptions, pricing, delivery, quality, returns, cancellation rights and product support. Web Rabbit supplies payment technology and is responsible for investigating payment-processing errors within our systems.

2. Before paying

Review the merchant name, amount, description, delivery terms and refund information before authorising payment. Do not pay if the details are unclear. Keep your payment reference and receipt.

3. Product, delivery and refund complaints

Contact the merchant first for an undelivered, defective, misdescribed or unwanted product, or a merchant refund request. The merchant controls the underlying sale and can resolve it fastest. If the merchant does not respond or you believe the checkout was misleading, send us the payment reference, date, amount, merchant name and supporting evidence so we can review and escalate.

4. Payment-processing errors

Contact Web Rabbit promptly for a duplicate debit, successful debit with an incorrect payment status, wrong amount, missing receipt or suspected unauthorised use. We will trace the transaction with the relevant bank, mobile-money operator or payment provider. A pending status is not proof that funds were lost; some network confirmations arrive later.

5. Complaint handling

Complaints can be made by email or telephone without a complaint-handling fee. We aim to acknowledge or provide an initial response within five working days and resolve a complete complaint within twenty working days. Complex cases involving a merchant or external provider may require up to ten additional working days; if so, we will explain the delay and next step. These are our service targets and do not claim that Web Rabbit is directly supervised by the Bank of Ghana.

5A. Promotional SMS

Promotional SMS sent through the Web Rabbit network name the merchant they are from, are reviewed by Web Rabbit before sending, are limited to two a week per person, and always include "Reply STOP to opt out". Replying STOP removes you from promotions from every Web Rabbit merchant. To complain about a promotional message, contact hello@webrabbitmedia.com with the sender name and the date you received it.

6. Information we need

Provide your name, contact information, transaction reference, amount, date, merchant, a clear description and any receipt or conversation relevant to the issue. Do not send a PIN, password, one-time code or full card details.

7. Outcomes and escalation

We may correct a status, provide trace evidence, ask the merchant or provider to respond, support a valid refund instruction, or explain why no adjustment is due. If you remain dissatisfied, you may pursue any right available through the merchant, your financial institution, an applicable regulator or the courts. We will provide a final response and available escalation information relevant to the case.

Contact

Email hello@webrabbitmedia.com or call +233 59 896 9229. Policy questions should include the policy name in the subject.