Last updated: August 20, 2026
This Refund Policy explains how MYB Cash handles refund requests. All refunds are reviewed on a case-by-case basis in accordance with applicable consumer protection laws in Ghana.
Refund policy overview
MYB Cash processes refunds in accordance with this Refund Policy and applicable consumer protection laws in Ghana. Refunds may be issued for failed transactions, unauthorized activities, merchant disputes, and transactions canceled before completion. All refund requests are reviewed on a case-by-case basis with appropriate documentation.
Eligible refund scenarios
Refunds may be available when: (a) a transaction fails or is not completed due to a system error or provider issue; (b) a transaction was made without the account holder's authorization; (c) a merchant or service provider fails to deliver the promised goods or services; (d) a deposit or transfer is canceled before it is finalized and settled; or (e) as required by law or regulatory directive.
Ineligible scenarios
Refunds are generally not available for: (a) completed and confirmed transfers to verified recipients; (b) cryptocurrency purchases or trades that have been executed on the platform; (c) voluntary payments for goods or services that were delivered as described; (d) transactions where the user authorized the payment without fraud or error; or (e) fees that have already been processed and settled with a third-party provider.
Refund processing timeline
Refund requests are reviewed within 5 to 10 business days of submission. Once approved, refunds are processed back to the original payment method within 3 to 15 business days, depending on the provider and payment rail. Additional verification may extend the review period. MYB Cash will notify you of the status of your refund request via email or in-app notification.
Required documentation
Depending on the nature of the refund request, MYB Cash may require: transaction reference or ID, proof of authorization or lack thereof, supporting correspondence with the merchant or recipient, government-issued identification, and any other documentation reasonably necessary to verify the claim.
Cryptocurrency refunds
Due to the irreversible nature of blockchain transactions, cryptocurrency transactions generally cannot be refunded once confirmed on-chain. In-app crypto purchases may be eligible for review under the unauthorized transaction policy. Crypto balances affected by system errors or unauthorized access may be credited back following investigation and verification.
Dispute resolution
If you are not satisfied with the outcome of a refund review, you may escalate your case by contacting MYB Cash support with your transaction reference and a detailed explanation. Unresolved disputes may be referred to the appropriate alternative dispute resolution mechanism in Ghana. MYB Cash participates in the Online Dispute Resolution platform administered by the National Consumer Protection Commission where applicable.
Chargebacks
Chargebacks initiated through card networks or mobile money providers are subject to the policies of those networks and providers. MYB Cash will cooperate with chargeback investigations and may reverse associated wallet balances pending the outcome. Users who initiate fraudulent chargebacks may have their accounts terminated and may be held liable for the full amount.
Contact
For refund inquiries, contact help@mybcash.com with your transaction reference and a description of the issue. Legal questions about refunds may be directed to legal@mybcash.com.