Refund Policy

1. Overview

Whiplyn acts as your representative. We search for, purchase, and import a vehicle on your behalf. A dedicated Whiplyn-certified agent may be assigned to your order as part of that Whiplyn service. We may advise and share options with you, but you decide what to approve.

You receive a full cost breakdown before approving any payment, and you approve each payment request in the app before funds are collected.

You pay Whiplyn into an order holding balance. We hold those funds for your order and remit them to sellers, auction platforms, shipping companies, customs-related providers, and other third parties as needed to carry out your approved instructions.

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 and related import costs for that order. The exact schedule and amounts 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. Your approval and responsibility

Whiplyn proposes options and coordinates the process. You are responsible for reviewing vehicle details, reports, cost breakdowns, and risks before you approve a purchase or payment.

Once you approve a specific vehicle and related spend, Whiplyn executes those approved instructions on your behalf. You remain responsible for the purchase decision and for accepting the disclosed condition and known risks of that vehicle.

Whiplyn is not the vehicle seller and does not guarantee the outcome of the vehicle when it arrives in Ghana, including condition beyond what was disclosed in the reports you approved, or delays caused by shipping lines, ports, customs, or other parties outside our reasonable control.

Whiplyn remains responsible for following your approved instructions, handling your funds carefully until they are remitted, and correcting clear Whiplyn errors such as purchasing a different vehicle from the one you approved, remitting without your approval, or charging you in error.

4. 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.

5. When refunds are available

Refunds depend on the status of your funds for that order:

Funds still held by Whiplyn: If you cancel or request a refund before we have remitted the relevant payment to a third party, we will refund the unused amount still held for that payment, less any Whiplyn service fees already earned and disclosed for work completed, except where a different order term applies or applicable law requires otherwise.

Funds already remitted to a third party: If we have already paid a third party with your funds, any refund depends on whether that third party returns money to Whiplyn. We will request recovery on your behalf. If the third party refunds in full or in part, we pass through the recovered amount to you, less non-recoverable costs and any disclosed earned Whiplyn fees. If the third party does not refund, those remitted funds are not refundable by Whiplyn.

Funds already spent by a third party: If remitted funds have already been used to purchase a vehicle or pay for shipping, insurance, port handling, duties, GRA charges, repairs you approved, or similar costs, only any remaining unused balance (if any) may be refunded. Spent amounts are not refundable through Whiplyn.

We may also refund where we or a payment partner charged you in error or duplicated a payment, where a clear Whiplyn error prevents the import from proceeding as approved and no suitable alternative is agreed, or where a refund is required by applicable law or ordered by a competent authority.

6. 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.

Any refund follows Section 5 based on whether your funds are still held by Whiplyn, recoverable from a third party, or already spent.

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.

7. Amounts that are generally not refundable

Amounts already remitted to and retained by third parties, where no recovery is available from that third party.

Amounts already spent on vehicle purchase price, buyer fees, shipping, insurance, port handling, customs duties, GRA charges, or repair work you have approved.

Whiplyn coordination and service fees once the related service has been performed and the fee has been earned under your order terms, including after a successful bid, shipment booking, or clearance submission you approved.

Government duties and taxes paid to authorities on your behalf once filed or settled.

Bank charges, mobile-money fees, exchange-rate differences, and similar payment-provider costs.

8. Lost auction bids

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

Any unused deposit still held by Whiplyn remains on the order for continued search unless you ask to cancel and request a refund of the unused balance under Section 5.

No additional deposit is required to continue the search unless your approved budget or vehicle selection changes materially.

A lost bid is not by itself a failed order. Amounts already remitted or spent for that bidding attempt remain subject to Section 5.

9. Delays outside Whiplyn’s control

Shipping, customs, port, regulatory, or similar delays outside Whiplyn’s reasonable control do not by themselves create a right to refund of amounts already remitted or spent.

Change of mind after you have approved a purchase, after funds have been remitted for that purchase, or after approved work has started, does not create a refund right beyond what Section 5 allows.

10. 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 and the status of any third-party remittance or recovery.

We aim to confirm the fund status and our decision within a reasonable time after receiving the information we need. Where recovery from a third party is required, timing also depends on that third party.

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 of amounts still held by Whiplyn, or amounts recovered from a third party, are typically processed within fourteen (14) business days of approval or receipt of the recovered funds (whichever is later). Your bank or mobile-money provider may need additional time to post the credit.

11. 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.

12. 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.

13. Contact

Refund questions: hello@whiplyn.com · +233 271 154 324 · Mon – Saturday, 7am – 10pm GMT