Buyer Protection Policy: GrabAm

1. How Funds Are Held

When a buyer pays, funds are collected via Moolre and held by GrabAm pending order completion. Funds release to the seller's payout number once the order is marked complete, typically on confirmed delivery. GrabAm charges sellers 0% commission; the only deduction is any separately-defined seller-side charge (such as delivery insurance, if selected).

Where an order is paid from your GrabAm Wallet, the same protection applies: the amount is held, not paid straight to the seller.

2. Opening a Dispute

Item doesn't match its listing description.
Item arrived damaged.
Item wasn't delivered within the agreed slot, or a reasonable time after.
Either party believes the other acted in bad faith.
Sellers can also open a dispute when a buyer will not confirm receipt of a delivered item or a completed service, but only once the seller has confirmed handing the package to a rider, or starting the service.

3. Evidence

Packing/unboxing photos (via the App's photo evidence feature).
Photos of the item's condition as received.
Screenshots of relevant in-app messages.
A clear written description of the issue.

Submitting false or staged evidence is a serious Terms violation and may result in the dispute being decided against you, plus account suspension.

4. How Disputes Are Reviewed

Both buyer and seller are notified and can submit evidence and a statement.
A GrabAm admin reviews all evidence, order details, and message history.
GrabAm may ask for additional information from either side.
GrabAm issues a decision: release funds to seller, full refund, partial refund, or a required return as a refund condition.

5. Refunds

Approved refunds return to the buyer's original payment method via Moolre.
Where the order was paid from your GrabAm Wallet, the refund is credited back to your Wallet instantly, and can then be withdrawn to mobile money.
Partial refunds may apply for minor undisclosed issues.
If a refund is due to a seller-side issue, GrabAm won't keep its fee on that order.
Buyer's remorse alone (changing your mind on an accurately described item) isn't grounds for a refund.

6. Auctions

Auction purchases carry the same protection as any other order once payment is made. The funds are held, and you can open a dispute on the same grounds.
A winning bid is binding. Deciding you no longer want the item is not grounds for a refund, and not paying within 1 hour forfeits the auction.
Being outbid is not a loss: your reserved amount returns to your available Wallet balance automatically.
If an auction ends without meeting the seller's reserve, nothing is charged and any reserved funds are released.
If a seller fails to deliver an item you won and paid for, open a dispute as you would for any order. Suspected bid manipulation by a seller should be reported; it is a Terms violation.

7. Wallet Funds

Your Wallet balance is yours. You can withdraw available funds to a registered mobile money number at any time.
Funds reserved against an active bid cannot be withdrawn until that bid is settled or released.
GrabAm may temporarily hold a Wallet balance where there is an active dispute, suspected fraud, or a Terms violation. You will be told when this happens and why.
If a withdrawal fails, the amount returns to your available balance and you can retry. Contact us if a withdrawal is stuck for more than 24 hours.

8. If You Miss a Delivery

Message the seller through the App as soon as you know you'll miss your slot; most issues are solved by rearranging.
Your protection is not lost by missing a slot. You can still raise a dispute on the normal grounds while the order is out for delivery.
If you neither confirm receipt nor raise an issue within 5 days of the SELLER confirming they handed the package to a rider, the order is confirmed automatically and the seller is paid. This protects sellers who have already released an item from being left unpaid indefinitely.
If the seller never confirmed handing the package over, the order is never auto-confirmed and no payout is released. That case is flagged for review and is usually a refund.
You are notified when this happens. If you did not receive the item, contact support straight away. Automatic confirmation is not a finding that delivery occurred, and does not remove your rights.
Repeatedly missing slots may lead to account review.

9. Cancellations

Orders can be cancelled before a delivery slot is confirmed, or by mutual agreement. After a slot is confirmed, cancellation may require opening a dispute if the other party disagrees. Once an item has been sent out for delivery, sellers can no longer cancel; the order must be resolved through delivery or dispute.

10. Repeated or Bad-Faith Disputes

GrabAm monitors dispute patterns. Repeated unsubstantiated disputes, or disputes repeatedly substantiated against a user, may lead to account review or suspension.

11. Finality & Your Rights

GrabAm's decision is final within our internal process, but doesn't limit your legal rights under Ghanaian consumer protection or contract law.