Policy

Refund & Dispute Policy

Last updated 5 August 2026

Oja is non-custodial. When a buyer pays, the payment is split at source by Paystack and the seller's share settles directly to the seller's own bank account. Oja never holds, escrows, or releases buyer or seller funds. This policy explains what that means for refunds and how disputes are handled.

How payments work

Products are digital and delivered automatically — a file download or an access link — the moment payment succeeds.
Each payment is split by Paystack: Oja's commission is taken at source, and the remainder settles straight to the seller's bank on Paystack's settlement schedule.
Oja holds no wallet or balance and has no hold window, so there are no Oja-held funds to refund from.

Refunds

Because the money reaches the seller directly and is not held by Oja, refunds are a matter between the buyer and the seller. Where a refund is agreed or is warranted (for example, a product was not delivered, was materially not as described, or the sale was fraudulent), it is processed through Paystack against the original transaction and is debited from the seller who received the funds.

Sellers agree, as a condition of using Oja, to cooperate in good faith with legitimate refund requests and with the resolution process below. Buyers also retain any right to dispute a charge with their bank or card provider through Paystack.

Raising a complaint or dispute

If something goes wrong with an order, contact us at support@ojaverse.com with your order reference (shown on your receipt and order page) and a short description of the issue. You can raise a complaint about a specific order or about a store's conduct.

How Oja handles disputes

We review the complaint against our order records — product, amount, buyer details, and delivery status.
On a credible complaint, Oja may suspend the store, which immediately blocks it from taking new payments.
A suspension can be held until the dispute is resolved and the buyer confirms they are satisfied.
We facilitate resolution between buyer and seller and provide the order records needed to settle it; where a refund is agreed, the seller processes it via Paystack.

Chargebacks

Buyers may dispute a payment directly with their bank or card provider. Chargebacks are processed through Paystack as the settling party, and the seller who received the funds bears liability for chargebacks on their own sales.

Contact

Questions about this policy? Email support@ojaverse.com. See also our Acceptable Use Policy.