Refund Policy

1. Overview

Whiplyn provides a transparent, staged payment model for vehicle imports. You receive a full cost breakdown before approving any payment, and you approve each payment request in the app before funds are collected.

Payments are made to verified suppliers, auction platforms, shipping companies, and other service providers as part of your import. Your dedicated agent coordinates the process but does not hold your funds.

This policy describes our standard approach. Your specific order may include additional terms shown in the app before you pay.

2. How payments work

Import costs are typically collected in stages: an initial deposit when you approve a vehicle, followed by milestone payments (for example, after winning a bid, before shipping, and before clearance).

Your deposit is applied toward the total vehicle purchase price. The exact schedule and amounts for your order are shown in the app before you confirm each payment.

All quoted amounts use the currency specified in your order. Bank charges, exchange-rate differences, or third-party fees charged by your payment provider are outside Whiplyn’s control and are generally not refundable by us.

3. Cancellation before your first payment

You may cancel an order at no charge at any time before your first payment is made. Cancellation is free and takes effect immediately in the app.

If your agent has already sent vehicle options, cancelling closes the current search. You may start a new import request at any time with updated preferences.

Where no payment has been taken, no refund is required because no charge applies.

4. Cancellation after your first payment

Once your first payment has been made, you cannot cancel the order yourself in the app. Contact your assigned agent or Whiplyn support to discuss your situation.

We will review requests on a case-by-case basis. Any refund, if approved, depends on what costs have already been committed to third parties on your behalf.

If you need a minor change to your preferences, message your agent before requesting cancellation. Many updates can be handled without starting a new order.

5. Non-refundable payments

Deposits and milestone payments are non-refundable once a vehicle has been secured on your behalf, except where required by applicable law or as expressly agreed in writing for your order.

Amounts already paid or committed to third parties, such as vehicle purchase price, buyer fees, shipping, insurance, port handling, customs duties, GRA charges, or repair work you have approved are generally not refundable.

Whiplyn coordination and service fees are non-refundable once the related service has been performed, including after a successful bid, shipment booking, or clearance submission.

Government duties and taxes paid to authorities on your behalf cannot be reversed through Whiplyn once filed or settled.

6. Lost auction bids

If your bid at auction is unsuccessful, your agent will search for alternative vehicles that match your preferences.

Your deposit remains active on the order. No additional deposit is required to continue the search unless your approved budget or vehicle selection changes materially.

A lost bid is not treated as a failed order and does not automatically entitle you to a cash refund of amounts already applied to the import process.

7. When Whiplyn may issue a refund

We may approve a full or partial refund where: (a) no third-party cost has been incurred and you cancel before vehicle securing; (b) we or a payment partner charged you in error or duplicated a payment; (c) a vehicle could not be secured and no non-refundable third-party costs were incurred; (d) an import cannot proceed due to a Whiplyn error and no suitable alternative is agreed; or (e) a refund is required by applicable law or ordered by a competent authority.

Refunds are not available for change of mind after a vehicle has been secured, after shipment has been booked, or after work you approved has commenced, except as set out above or in your order agreement.

If shipping, customs, or regulatory delays occur that are outside Whiplyn’s reasonable control, those events do not by themselves create a right to refund of amounts already committed.

8. How to request a refund

Contact your assigned agent in the app chat in the first instance. For payment or refund enquiries, email hello@whiplyn.com, call +233 271 154 324, or message us on WhatsApp.

Include your order reference, the payment in question, and a brief explanation. We may ask for supporting information to verify the request.

Approved refunds are returned to the original payment method where possible. If that is not available, we will agree an alternative method with you.

Refunds are typically processed within fourteen (14) business days of approval. Your bank or mobile-money provider may need additional time to post the credit.

9. Chargebacks and disputes

If you believe a payment was made in error, contact us before initiating a chargeback or payment reversal. We can often resolve issues more quickly directly.

Where a chargeback is filed, we may pause work on the related order until the dispute is resolved and may share order and payment records with the payment provider as permitted by law.

Unfounded or abusive chargebacks may affect your ability to use Whiplyn services in the future.

10. Related policies

Payment and liability terms in our Terms & Conditions apply alongside this policy. Our Privacy Policy explains how we handle payment and order records.

Nothing in this policy limits your statutory rights as a consumer under the laws of the Republic of Ghana.

11. Contact

Refund questions: hello@whiplyn.com · +233 271 154 324 · Mon – Fri, 8am – 6pm GMT