Terms and conditions of service
Commercial user agreement, merchant guidelines, escrow payment safeguards and delivery rules.
Effective November 2026. Edition 4.2. Jurisdiction: Courts of Ghana.
1. Contractual Framework & Acceptance of Terms
Binding electronic agreement under the Ghana Electronic Transactions Act (Act 772).
Welcome to Nafex Hub ("Nafex Hub", "Platform", "we", "us", or "our"), an online multi-vendor e-commerce and B2B trade marketplace operated by Nafex Hub Ghana Limited, a private company duly incorporated under the laws of the Republic of Ghana.
These Terms & Conditions ("Terms") constitute a legally binding electronic agreement executed in accordance with Sections 18 through 24 of the Electronic Transactions Act, 2008 (Act 772) of the Republic of Ghana. By registering an account, accessing, browsing, listing products, or concluding transactions on Nafex Hub, you ("User", "Buyer", "Seller", or "Merchant") explicitly acknowledge that you have read, understood, and irrevocably agree to be bound by these Terms, together with our Privacy Policy.
Notice of Electronic Assent:
Your digital interaction, including clicking "Register", "Place Order", or logging in, constitutes your legal signature under Act 772 §21. If you do not agree to these Terms in their entirety, you are strictly prohibited from utilizing the Platform.
2. Eligibility & Account Security
Age restrictions, authentic identity requirements, and credential protection.
- Legal Age & Capacity: You must be at least eighteen (18) years of age or the age of legal majority in your jurisdiction to enter into binding commercial contracts. Minors may not register accounts or initiate escrow orders.
- Corporate Representation: If you register on behalf of a partnership, sole proprietorship, or limited liability company, you warrant that you possess valid legal authorization to bind such entity.
- Truthful Account Information: You must provide current, complete, and accurate registration data, including verified legal names, valid email addresses, and an active Ghanaian Mobile Money telephone number (MTN, Telecel, or AT).
- Confidentiality of Credentials: You are solely responsible for maintaining the confidentiality of your account credentials, session tokens, and passwords. You agree to immediately notify Nafex Hub at
support@nafexhub.comof any suspected unauthorized account breach.
3. Marketplace Nature & Intermediary Safe Harbor
Our role as a neutral technology infrastructure and escrow facilitator.
Nafex Hub functions as an electronic marketplace platform and neutral technology intermediary connecting independent third-party merchants ("Sellers") with prospective purchasers ("Buyers"), and facilitating wholesale commercial negotiations via Nafex Trade Connect.
Except where Nafex Hub is expressly identified as the direct seller of specific merchandise:
- The actual contract of sale is formed directly between the Buyer and the independent Seller.
- Nafex Hub is not an auctioneer, insurer, or manufacturer of third-party products listed on the Platform.
- Nafex Hub provides technological indexing, automated pricing validation, non-custodial payment escrow facilitation, and dispute resolution mediation.
4. Merchant Onboarding & KYC Verification Standards
Mandatory business registration, Ghana Card verification, and merchant SLAs.
In conformity with Section 47 of the Electronic Transactions Act, 2008 (Act 772) and national anti-fraud directives, all merchants wishing to sell on Nafex Hub must undergo mandatory verification:
Sellers must provide an official Business Registration Certificate from the Registrar General’s Department / Office of the Registrar of Companies (ORC), a valid Ghana Card (National Identification), and a verifiable physical retail or warehouse GPS address.
Once an order is confirmed and funded into escrow, merchants must prepare, package, and hand over the items to the designated delivery courier within forty-eight (48) hours.
Merchants may not list, advertise, or sell: counterfeit or replica goods; unapproved prescription pharmaceuticals; narcotics; firearms, weapons, or explosives; stolen property; hazardous chemicals; or any materials infringing third-party intellectual property rights. Violations trigger immediate account blacklisting and statutory referral to the Ghana Police Service.
5. Buyer Responsibilities & Fair Dealing
Accurate delivery coordinates, good-faith ordering, and communication standards.
Buyers transacting on Nafex Hub covenant and warrant that:
- Accurate Delivery Address: They shall supply precise GPS digital delivery coordinates and an operational telephone number reachable by dispatch couriers.
- Good-Faith Transactions: They will not initiate fraudulent chargeback disputes, submit frivolous damage claims, or collude with merchants to circumvent Platform security.
- Inspection Protocol: They shall personally inspect or authorize a designated agent to inspect received packages for external damage or missing components before handing over the 6-Digit Delivery OTP.
6. Pricing, Statutory Invoicing & Tax Compliance
What you are charged, how it is itemised, and who is responsible for tax.
All catalog prices on Nafex Hub are denominated and billed in Ghana Cedis (GHS). The price shown on a listing is the price charged; we do not add a separate service charge at checkout.
What your order breakdown shows
Before you pay, and again on your order, Nafex Hub itemises:
- The subtotal for each item, priced from our server catalogue rather than from your device.
- Any delivery fee, calculated from the delivery area you select.
- Any voucher discount, Nafex Coins redeemed, or seller discount applied.
- The total charged to your payment method.
Listed prices are inclusive of any taxes and levies the seller is required to charge. Nafex Hub does not currently issue separate VAT invoices, and an order breakdown is not a VAT invoice. If you need one for a purchase, request it from the seller.
Sellers are independently responsible for their own tax obligations, including registration, charging any applicable tax, and filing and remitting to the Ghana Revenue Authority. Nafex Hub does not file or remit tax on a seller’s behalf and does not provide tax advice. We provide sellers with records of their transactions on the platform, and we respond to lawful requests from the Ghana Revenue Authority or other competent authorities.
7. Payment Processing & Escrow Safeguard Mechanism
Non-custodial escrow protection powered by Bank of Ghana licensed PSP Paystack.
To guarantee 100% financial integrity, Nafex Hub employs an automated, non-custodial escrow architecture in compliance with the Payment Systems and Services Act, 2019 (Act 987):
in_escrow). Funds are not transferred to the seller at this time.8. Delivery Logistics & The 6-Digit Verification OTP
The cryptographic one-time passcode governing physical handoff and payment release.
Every dispatch across the Nafex Hub marketplace is protected by our proprietary 6-Digit Delivery OTP Protocol:
Essential Rules for Delivery & OTP Release
- When your order is marked Out for Delivery, our servers generate a 6-digit numeric OTP with a 24-hour expiration and dispatch it to your registered email and mobile notification feed.
- Physical Inspection Prior to Disclosure: Upon arrival of the courier rider, the buyer has the statutory right to examine the outer parcel and inspect the goods. Never disclose your 6-digit OTP over the telephone or before inspecting your package.
- Legal Effect of OTP Entry: The entry and verification of the 6-digit OTP into the rider's app or platform interface constitutes conclusive, irrevocable proof of receipt of goods in acceptable condition.
- Once verified, the order status shifts to
delivered, and the escrow mechanism initiates the merchant payout.
9. Inspection Window, Return Policy & Disputes
30-day inspection period, legitimate grounds for return, and dispute mediation.
Pursuant to the consumer protection standards of Act 772 §49–50 and the Sale of Goods Act, 1962 (Act 137), buyers enjoy a 30-day Inspection Window post-delivery to report legitimate discrepancies.
- Substantially Not as Described: The product received differs materially in specifications, model, color, or function from the listing.
- Counterfeit Merchandise: Evidence indicating non-authentic or replica goods.
- Damaged or Inoperable: Physical damage incurred during courier transit or technical defect.
- Missing Items or Incomplete Pack: Omission of core components or units ordered.
Buyers must file disputes via their Dashboard within 30 days, uploading clear photographic or unboxing video evidence. The seller is notified and given 24 hours to respond. Nafex Hub dispute mediators review the evidence and issue a binding determination: either releasing funds to the seller or ordering a full refund.
10. Refunds, Order Cancellations & Loyalty Coins
Refund timelines, reversal to MoMo/Card, and restoration of vouchers/coins.
- Buyer Pre-Dispatch Cancellation: Buyers may cancel orders without penalty prior to the merchant marking the order as "Out for Delivery".
- Automated Reversal Channels: Approved refunds are credited directly to the original funding source (Mobile Money account or bank card) via Paystack refund APIs within 1 to 5 business days.
- Benefit Restoration (CR-0062): Upon cancellation or full refund, any redeemed Nafex Loyalty Coins are automatically credited back to your coin balance, and single-use promotional vouchers are restored to active status.
11. Nafex Trade Connect (B2B Bulk Sourcing)
Wholesale RFQs, supplier quotes, milestone escrow, and customs liability.
Nafex Trade Connect facilitates commercial wholesale transactions, contract manufacturing, and cross-border import sourcing between verified suppliers and business buyers:
Large-scale trade orders may be divided into distinct milestone stages (e.g. 30% sample approval, 40% production completion, 30% customs clearance). Each milestone requires mutual signoff before partial escrow release.
Unless expressly negotiated under DDP (Delivered Duty Paid) terms, the buyer is the Importer of Record responsible for Ghanaian customs duties, port handling fees, and clearing charges at Tema Port or Kotoka International Airport.
12. Customer Support & AI Support Agent
AI automated responses, conversation recording, and seamless human escalation.
Nafex Hub deploys an automated AI Customer Support Assistant to answer inquiries, track consignments, and guide dispute filings.
You acknowledge that automated AI responses are provided for convenience and guidance. For complex financial claims or contractual disputes, inquiries are seamlessly escalated to human dispute officers. All support transcripts are preserved for quality assurance and dispute evidentiary records.
13. Prohibited Conduct & Platform Integrity
Off-platform fee circumvention, unauthorized scraping, and fraudulent practices.
Users covenant that they shall not engage in any of the following prohibited actions:
- Off-Platform Transactions: Soliciting or transacting outside of Nafex Hub to circumvent escrow protection. Off-platform transactions void all buyer protections.
- Card Testing & Payment Fraud: Utilizing stolen credit cards, compromised Mobile Money wallets, or unauthorized chargeback manipulation.
- Automated Scraping & Denial of Service: Deploying bots, scrapers, or scripts to harvest product pricing, merchant rosters, or disrupt platform server infrastructure.
- Review & Rating Manipulation: Publishing fabricated reviews, buying artificial ratings, or defaming competing merchants.
14. Intellectual Property & Merchant Content License
Ownership of trademarks, software code, and merchant promotional licenses.
All proprietary rights in the Nafex Hub name, logo, software code, graphic design, APIs, and algorithms are the exclusive property of Nafex Hub Ghana Limited.
By listing merchandise on the Platform, sellers grant Nafex Hub a non-exclusive, worldwide, royalty-free license to display, index, format, and promote product images, logos, and descriptions across our digital advertising channels and affiliate networks.
15. Limitation of Liability & Disclaimers
Statutory caps on damages and warranty boundaries under Ghanaian law.
TO THE FULLEST EXTENT PERMISSIBLE UNDER APPLICABLE GHANAIAN LAW:
- NAFEX HUB PROVIDES THE PLATFORM ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, REGARDING UNINTERRUPTED AVAILABILITY OR SPECIFIC PRODUCT EFFICACY.
- IN NO EVENT SHALL NAFEX HUB, ITS DIRECTORS, OFFICERS, OR EMPLOYEES BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES (INCLUDING LOSS OF PROFITS OR BUSINESS INTERRUPTION).
- OUR AGGREGATE TOTAL LIABILITY ARISING OUT OF OR IN CONNECTION WITH ANY ORDER SHALL BE STRICTLY LIMITED TO THE GREATER OF FIVE HUNDRED GHANA CEDIS (GHS 500.00) OR THE TOTAL TRANSACTION VALUE ACTUALLY PAID BY THE BUYER FOR THE SPECIFIC ORDER GIVING RISE TO THE CLAIM.
16. Account Suspension, Termination & Blacklisting
Grounds for immediate termination and preservation of statutory tax archives.
Nafex Hub reserves the right, in its sole discretion and without prior notice, to immediately suspend, blacklist, or terminate any user account found in violation of these Terms, engaged in fraudulent activity, listing prohibited goods, or failing KYC verification.
Upon termination, all pending legitimate escrow transactions will be settled or refunded, and mandatory GRA tax and transaction records will be retained for the statutory six (6) year retention window.
17. Dispute Resolution, Arbitration & Governing Law
Substantive laws of Ghana, 30-day amicable mediation, and binding arbitration under Act 798.
These Terms, and all claims or controversies arising out of or relating to your use of Nafex Hub, shall be governed by, construed, and enforced in accordance with the substantive laws of the Republic of Ghana.
- Amicable Negotiation: In the event of any controversy, the parties agree to first engage in good-faith amicable negotiation for a period of thirty (30) days following formal written notice.
- Binding Arbitration (Act 798): If unresolved, the dispute shall be finally submitted to binding arbitration conducted in Accra, Ghana, in accordance with the Alternative Dispute Resolution Act, 2010 (Act 798). The arbitration shall be conducted by a single arbitrator agreed upon by the parties.
- Judicial Forum: The High Court of Justice of the Republic of Ghana (Commercial Division) shall retain jurisdiction for injunctive relief or enforcement of arbitral awards.
18. Amendments, Severability & Official Notices
Terms revision policies and corporate legal contact details.
We reserve the right to amend these Terms at any time. Material changes will be communicated via registered email or prominent platform banners at least fourteen (14) days before taking effect. Continued utilization of the Platform following amendments constitutes your binding acceptance.
Legal & Compliance Directorate, Nafex Hub Ghana Limited
Accra Commercial District, Greater Accra, Republic of Ghana
Official Legal Inquiries: legal@nafexhub.com / nafexgroupltd@gmail.com
19. Nafex Coins
How coins are earned, what they are worth, the redemption limit, and when they expire.
Nafex Coins are a loyalty benefit, not money, not a deposit and not a stored-value account. They have no cash value, cannot be withdrawn, sold or transferred between accounts, and confer no ownership or credit balance. They can only be redeemed against eligible purchases on Nafex Hub.
How coins work
- Value: 1 Nafex Coin = GHS 0.20 when redeemed.
- Earning: 1 coin per GHS 20 of qualifying completed spend. Cancelled, failed and refunded orders do not qualify.
- Redemption limit: coins may cover at most 10% of an eligible order, calculated after any voucher and excluding delivery fees.
- Eligibility: coins can only be redeemed with sellers taking part in the programme, and on the Nafex Store. A seller may join or leave at any time.
- Welcome bonus: where offered, welcome coins are locked and become spendable only after the stated number of qualifying completed orders.
- Refunds: if an order is cancelled or refunded, coins are returned in the same proportion as the money, rounded down to whole coins.
Expiry
Where coin expiry is in effect, a coin balance expires after 12 consecutive months without any coin activity on the account. Earning, redeeming or receiving coins resets that period in full. We will notify you at least 30 days before a balance is due to expire, using the contact details on your account. Expired coins cannot be reinstated.
We may change the earn rate, redemption limit, expiry period or eligibility of the programme, or end it altogether, on 30 days’ notice. Coins already earned remain redeemable on the terms in force when you earned them until that notice period ends. We may suspend or cancel coins obtained through error, abuse, fraud or a breach of these Terms.
20. Refunds, Cancellations & Partial Refunds
When money is returned, how much, and what happens to coins and delivery fees.
Funds for an order are held in escrow by Nafex Hub until you confirm delivery. Until they are released to the seller, an order may be cancelled or refunded in line with this section.
Full refunds
A full refund returns the amount charged for the order, including any delivery fee, to the payment method used. Where coins were redeemed on that order, the coins are returned to your balance.
Partial refunds
Where only part of an order is affected — for example one item of several, or a delivery fee for a delivery that did not happen — we may refund part of the amount charged. The order remains in place for anything not refunded. Coins are returned in the same proportion as the money refunded, rounded down to whole coins, and the total returned across any number of partial refunds will never exceed what you originally paid or redeemed.
Timing
Once processed, a refund is returned to the original payment method. The time it takes to appear is determined by your bank or mobile money provider and is outside our control; it is commonly 1–5 business days.
Once escrow has been released to the seller following delivery confirmation, a refund is a matter between you and the seller, subject to our dispute process in these Terms. Nothing in this section limits any statutory right you have as a consumer under the laws of Ghana.
21. Service Availability, Liability & Marketplace Role
What Nafex Hub is responsible for, and what it is not.
Nafex Hub is a marketplace. Contracts of sale are formed between the buyer and the seller. Sellers are responsible for their listings, the accuracy of their descriptions, the condition and legality of their goods and services, and for fulfilling what they sell. We are not the seller of those items and do not manufacture, inspect or warrant them, except where Nafex Hub is identified as the seller of record.
Availability. We aim to keep the Platform available, but we do not guarantee uninterrupted or error-free service. Access may be suspended for maintenance, for security, or because of failures at third parties we rely on, including payment providers, delivery partners and network operators.
Third parties. Payments are processed by a third-party provider and deliveries are carried out by independent couriers. Partner companies listed on the Platform are independent businesses; listing one is not an endorsement or a guarantee of their services, and your dealings with them are your own.
Limitation. To the fullest extent permitted by law, Nafex Hub is not liable for indirect or consequential loss, or for loss of profit, revenue, data or goodwill. Where we are found liable in connection with an order, our total liability is limited to the amount you paid for that order. These limits do not apply to liability that cannot be excluded by law, including for fraud or for death or personal injury caused by negligence.
Nothing in these Terms removes or limits your rights under the Sale of Goods Act, 1962 (Act 137), the Electronic Transactions Act, 2008 (Act 772), or any other mandatory consumer protection law of Ghana.