Last updated: 6 September 2026
1. How payment works on PHAME
PHAME is a technology platform that connects passengers with independent tricycle (Pragya) riders. For trips and deliveries, you pay the fare directly to the rider. PHAME does not collect, hold or process your trip fare, so PHAME cannot refund a fare it never received.
2. Fare disputes
If you believe you were overcharged, undercharged or charged for a trip that did not happen, use Report an issue within 7 days of the trip. We review the recorded route, distance, duration and the pricing configured for your town, and we tell you the outcome in writing through the app.
Where a review shows the amount collected was wrong, we ask the rider to return the difference to you and we may apply account penalties to the rider. Any goodwill amount PHAME chooses to give is discretionary and does not create a right to future payments.
3. Cancellations
You may cancel before the rider arrives at no charge. If a rider has already travelled to your pickup point, you may be asked to settle a small cancellation amount shown in the app. Repeated cancellations may temporarily limit your account.
4. Deliveries
For Phame Send, the delivery amount is paid to the rider. Claims for items that were damaged, lost or not delivered must be reported through the app within 48 hours, with photos and a description of the item, so we can investigate with the rider.
5. Rider wallet deposits are non-refundable
Money a rider deposits into a PHAME rider wallet is used to pay per-trip service fees to PHAME. Those deposits are non-refundable and cannot be withdrawn as cash. See the Rider Deposit & Refund Policy.
6. Your statutory rights
This policy does not remove rights you have under Ghanaian law, including the Electronic Transactions Act, 2008 (Act 772) and the Payment Systems and Services Act, 2019 (Act 987) where they apply. Where a payment is processed electronically by our payment partner, that partner's chargeback and dispute rules also apply.
7. Contact
Use Report an issue in the app. We aim to acknowledge every claim within 2 working days.