Payment Policy

Effective date: 15 August 2026
Last updated: 15 August 2026

1. Introduction

This Payment Policy explains how customers may pay for wigs, donor hair, hairpieces, custom orders, makeup services, bridal services, beauty training, and other products or services supplied by The Hair Boutique by Felicity.

It also explains:

accepted payment methods;
payment confirmation;
prices, taxes, and delivery charges;
deposits and balance payments;
failed, pending, or duplicate transactions;
payment security;
refunds and reversals;
chargebacks;
fraud prevention; and
the responsibilities of customers and payment providers.

This Payment Policy forms part of our Terms and Conditions and should be read together with our:

Privacy Policy;
Shipping and Delivery Policy;
Returns, Exchanges, and Refunds Policy; and
Cookie Policy.

Our contact information is

The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com

2. Applicable Ghanaian Laws

This policy is intended to operate in accordance with the laws of the Republic of Ghana, including, where applicable:

Electronic Transactions Act, 2008 (Act 772), as amended;
Payment Systems and Services Act, 2019 (Act 987);
Data Protection Act, 2012 (Act 843);
Cybersecurity Act, 2020 (Act 1038);
Sale of Goods Act, 1962 (Act 137);
Value Added Tax Act, 2025 (Act 1151);
Revenue Administration Act, 2016 (Act 915), as amended;
Income Tax Act, 2015 (Act 896), as amended;
Alternative Dispute Resolution Act, 2010 (Act 798);
applicable regulations and directives issued by the Bank of Ghana, Ghana Revenue Authority, Data Protection Commission, and other competent authorities; and
any other applicable Ghanaian enactment or lawful regulatory directive.

Nothing in this policy excludes, restricts, or limits a right or remedy that cannot lawfully be excluded under Ghanaian law.

3. Payment Currency

Unless otherwise stated, prices and payments are displayed and processed in Ghana cedis (GHS/GH₵).

Where a customer uses a foreign card, an international bank account, or another currency:

The customer’s bank or payment provider may perform a currency conversion
The applicable exchange rate is determined by the bank or payment provider
Foreign transaction or conversion charges may apply; and
We are not responsible for an exchange rate or fee imposed independently by the customer’s financial institution.

Any refund will ordinarily be issued in the original transaction currency or through the original payment method. The amount ultimately received may differ because of exchange-rate movements or third-party charges.

4. Accepted Payment Methods

Available payment methods will be displayed at checkout or communicated through an official quotation, invoice, email, or WhatsApp message.

They may include:

Mobile Money;
debit or credit card;
bank transfer;
an approved online payment gateway;
cash payment for an approved in-person transaction;
cash on delivery, where expressly offered;
payment link; or
another method approved by us and permitted by Ghanaian law.

A payment method may be added, removed, limited, or temporarily suspended for security, technical, regulatory, or operational reasons.

The availability of a payment method does not mean that it is available for every product, service, location, or transaction value.

5. Official Payment Channels

Customers must make payments only through payment channels:

displayed on our official website;
generated through our approved checkout;
stated on an official invoice or quotation; or
confirmed through our official contact details.

Our official contacts are

Email: info@thehairboutiquebyfelicity.com
WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971

Before approving a payment, customers must verify:

the amount;
order or booking details;
merchant or recipient name;
payment reference; and
telephone number, account, or payment link.

We are not responsible for money sent to an unauthorised person, false social-media account, incorrect telephone number or payment channel that was not provided or confirmed by us, except where the loss was caused by our failure to apply security measures required by law.

6. Mobile Money Payments

Where Mobile Money is available:

The customer must use the official number, merchant code, or payment link shown at checkout or confirmed by us
The customer should verify the displayed recipient or merchant name
The correct transaction reference should be used;
the customer must approve the payment personally; and
The customer should keep the transaction confirmation.

We will never request:

a Mobile Money PIN;
a one-time password;
a full account password; or
remote access to a customer’s device.

A customer must not send a Mobile Money PIN through the website, WhatsApp, email, telephone, or social media.

Payment is complete only after the relevant Mobile Money operator or payment provider confirms a successful transaction.

7. Card Payments

Card payments may be processed through an independent payment gateway or a financial institution authorized to provide the relevant service.

Customers may be required to provide card information directly to the payment processor through a secure payment page.

We do not ordinarily receive or store:

complete card numbers;
card security codes;
banking passwords; or
authentication codes.

A card transaction may be subject to:

issuer approval;
security checks;
transaction limits;
three-dimensional secure authentication;
fraud screening; and
the card issuer’s terms.

A card authorization or temporary hold does not always mean that the transaction has been finally completed.

8. Bank Transfers

Where bank transfer is offered:

Payment must be made to the account stated on the official invoice or confirmed through our official communication channel
The customer must use the correct order, invoice, or booking reference
Bank charges are normally the customer’s responsibility;
The order will remain unpaid until the funds are cleared and confirmed; and
A screenshot or transfer receipt alone does not constitute final proof that cleared funds were received.

Customers must confirm any change to our bank details directly through our official telephone or email contact before making payment.

9. Payment Gateways and Providers

We may use independent payment gateways, banks, mobile money operators, or payment-service providers to process transactions.

In accordance with applicable Ghanaian law, electronic payments should be handled through suitably secure and, where required, authorized payment systems or providers.

Payment providers operate under their own:

terms and conditions;
privacy policies;
authentication procedures;
transaction limits;
dispute processes; and
processing periods.

We are responsible for selecting and integrating payment services with reasonable care. We do not control an independent provider’s internal systems, availability, or approval decisions.

The Bank of Ghana regulates and authorises relevant payment-service providers and electronic-money issuers under the Payment Systems and Services Act, 2019 (Act 987).

10. Secure Payment Requirement

Under Ghana’s Electronic Transactions Act, an online supplier must use a payment system that is sufficiently secure with reference to accepted technological standards and the type of transaction.

We take reasonable steps to protect electronic payments, which may include:

encrypted website connections;
reputable payment gateways;
access controls;
transaction monitoring;
limited payment-data storage;
fraud screening;
software updates;
secure account credentials; and
separation of payment authentication from ordinary customer communications.

Where a customer suffers damage because we failed to apply a payment system that is sufficiently secure as required by law, liability will be determined in accordance with the Electronic Transactions Act and other applicable Ghanaian law.

No electronic system is completely free from risk. Customers must also protect their devices, accounts, passwords, and authentication information.

11. Payment Information and Privacy

Payment-related personal information may include:

customer name;
telephone number;
email address;
billing address;
order number;
transaction amount;
payment method;
transaction reference;
payment status;
payer or account identifier; and
fraud-prevention information.

We process payment information to:

complete transactions;
verify payments;
prevent fraud;
issue receipts;
provide refunds;
resolve disputes;
maintain accounting records; and
comply with legal or regulatory obligations.

Payment information will be handled in accordance with our Privacy Policy and Ghana’s Data Protection Act, 2012 (Act 843).

We do not sell payment information for third-party marketing.

12. Prices and Total Cost

Before an electronic transaction is completed, the customer should be informed of:

product or service price;
applicable taxes;
delivery or transport charges;
customization charges;
booking or service charges;
payment-processing charges payable by the customer, if any; and
other applicable fees.

The total payable amount will be displayed at checkout or communicated before payment.

A customer will not be bound by an undisclosed charge. If an additional charge becomes necessary after an order is submitted, we will explain it and obtain the customer’s agreement before collecting it.

13. Taxes and Invoices

Applicable taxes will be charged and accounted for in accordance with Ghanaian tax law.

The Value Added Tax Act, 2025 (Act 1151), took effect on 1 January 2026. Where The Hair Boutique by Felicity is registered or legally required to charge VAT or related levies:

Applicable tax will be shown on the invoice or receipt;
the legally required VAT or E-VAT invoice will be issued; and
Tax will be accounted for to the Ghana Revenue Authority.

Where we are not legally required to charge a particular tax, it will not be represented as tax collected on behalf of the government.

Customers should retain receipts and invoices as proof of purchase.

An invoice or receipt may be provided electronically, subject to applicable legal requirements.

14. Payment Confirmation

An order or booking is not considered paid merely because:

The customer submitted payment details
A payment screenshot was sent;
A debit alert was received;
a payment status is pending; or
A bank or mobile money authorization was initiated.

Payment is confirmed when:

The payment provider reports success
Cleared funds are credited to the approved account;
the transaction reference is verified; and
Our order system records the payment.

We may request reasonable additional evidence if a transaction cannot be located.

Customers should not submit false or altered payment evidence.

15. Order Acceptance

Successful payment does not always mean that an order has been finally accepted.

An order may still require confirmation of:

product availability;
correct price;
delivery location;
custom specifications;
payment legitimacy; and
compliance with our Terms and Conditions.

If we cannot accept an order after valid payment, we will notify the customer and provide the appropriate refund.

16. Pending Payments

A payment may remain pending because of:

Mobile Money network delay;
bank processing;
card authorization;
payment-gateway interruption;
fraud review;
incomplete authentication; or
a technical error.

A pending transaction is not treated as completed until the provider confirms the outcome.

Customers should not immediately repeat a pending payment because this may create a duplicate charge.

If payment remains pending, contact us and the relevant payment provider with the transaction reference.

17. Failed Payments

A payment may fail because of:

insufficient funds;
incorrect payment information;
expired card;
transaction limit;
network interruption;
issuer rejection;
failed authentication;
account restriction;
suspected fraud; or
technical error.

Where payment fails:

The order may remain unpaid
The product may not be reserved;
the customer may try an alternative approved method; and
No order will be dispatched until payment is confirmed, unless cash on delivery was expressly approved.

If a customer’s account appears to have been debited after a failed transaction, the customer should notify the payment provider and contact us with the transaction reference.

18. Duplicate Payments

If a customer believes the same order was paid more than once, the customer should provide:

full name;
order number;
telephone number;
transaction references;
payment dates;
amounts; and
screenshots or statements showing the duplicate transactions.

We will compare the claim with our payment records.

Where a duplicate payment is confirmed, the duplicate amount will be refunded through the original or another verified payment method.

A bank or payment provider may require additional time to complete the reversal.

19. Incorrect Payment Amount

Where the customer pays less than the required amount:

The order may remain pending
The outstanding balance must be paid before dispatch or service delivery; and
The customer will be notified of the amount due.

Where the customer pays more than the required amount:

The excess may be refunded;
the customer may authorize the excess to be applied to another product or balance; or
Another lawful arrangement may be agreed.

We will not use an overpayment for an unrelated purpose without the customer’s agreement.

20. Payment References

Customers should use the order, invoice, or booking number as the payment reference where the payment channel permits.

An incorrect or missing reference may delay verification.

We may request proof reasonably necessary to match an unidentified payment, but we will never request the customer’s PIN, password, or card security code.

21. Deposits

A deposit may be required for:

custom-made wigs;
personalized products;
pre-orders;
bridal services;
makeup appointments;
group bookings;
beauty training; or
another service requiring preparation or reserved time.

Before the customer pays a deposit, we will communicate:

deposit amount;
total price;
outstanding balance;
purpose of the deposit;
payment deadline;
cancellation conditions; and
when the remaining balance becomes due.

A deposit may be applied to:

materials purchased;
work already completed;
an appointment slot reserved;
reasonable administrative costs; or
the final price.

A deposit will not be described as non-refundable in circumstances where Ghanaian law requires a refund.

22. Custom Orders

Custom wig production may begin after:

The deposit has been confirmed
the customer has approved the specifications; and
Any required measurements or reference information have been supplied.

Once materials have been purchased or customization has begun, cancellation and refund rights will be determined by:

the Electronic Transactions Act;
the Sale of Goods Act;
work already performed;
costs reasonably incurred;
the customer’s approved specifications; and
Our Returns, Exchanges, and Refunds Policy.

Nothing removes a customer’s remedy where a custom product is defective or materially fails to match the specifications accepted by us.

23. Balance Payments

The outstanding balance for a product or service must be paid by the deadline communicated to the customer.

Unless otherwise agreed:

Custom products will not be dispatched before full payment
Services may not be completed before the outstanding amount is paid;
Certificates or training materials may be withheld until lawful fees are settled; and
Unpaid products may be held for a reasonable period.

We will notify the customer before cancelling an order or booking for non-payment where reasonably practicable.

24. Cash on Delivery

Cash on delivery is available only where expressly offered and confirmed.

Where cash on delivery applies:

The customer must have the full amount available;
Mobile Money offered at the delivery point must be sent only to the verified official payment channel;
The courier may not be authorized to negotiate the price;
the customer must not send payment to a courier’s personal number unless it was expressly verified by us; and
Refusal to pay for a correct order may result in reasonable delivery or return charges.

Cash on delivery may be unavailable for custom, high-value, pre-order, or long-distance orders.

25. Payment Links and Invoices

A payment link or invoice should be checked carefully before use.

The customer should verify:

website domain;
merchant name;
amount;
currency;
order reference;
sender’s email or telephone number; and
security indicators.

If a payment request appears suspicious, do not complete it. Contact us through the official information on the website.

We will not knowingly request payment through a misleading or unauthorized link.

26. Discounts, Credits, and Gift Vouchers

Where promotional codes, store credits, or gift vouchers are offered:

applicable conditions will be disclosed;
They may have an expiry date where lawful;
They cannot ordinarily be exchanged for cash
They may be restricted to particular products
They may not be combined unless permitted; and
Fraudulent or unauthorized use may result in cancellation.

A discount does not remove statutory rights relating to defective or incorrect products.

27. Refunds

Refunds are governed by our Returns, Exchanges, and Refunds Policy and applicable Ghanaian law.

An approved refund will ordinarily be returned through the original payment method.

Where the original method is unavailable, we may request verified alternative payment details.

Refunds may arise where:

An order is cancelled under a statutory right;
the product or service is unavailable;
We cancel the order
Duplicate payment occurred;
An overpayment was made;
the product was defective, incorrect, or materially misdescribed;
delivery failed for a reason for which we are legally responsible; or
Another refund right exists under Ghanaian law.

28. Refund Processing Period

Refunds will be initiated within the period required by applicable law.

Where the Electronic Transactions Act requires:

Payment for unavailable goods or services will be refunded within the legally applicable period after notification; and
A refund resulting from specified supplier non-compliance will be made within the legally required period, which may be up to 30 days.

After we initiate a refund, additional processing time may be required by the customer’s:

bank;
card issuer;
Mobile Money operator; or
payment-service provider.

We will provide available refund references where reasonably possible.

29. Refund Charges

We will not impose an unlawful cancellation or refund penalty.

A refund may be adjusted only where permitted by law, including for:

direct return-delivery costs payable by the customer;
work or services already lawfully performed;
material already purchased for an approved custom order;
damage or loss of value caused by unnecessary customer handling;
a third-party fee lawfully payable by the customer and disclosed before payment; or
another reasonable and lawful cost.

An explanation will be provided for any deduction.

30. Reversals

A payment provider may automatically reverse a transaction where:

payment failed;
authorization expired;
The transaction was duplicated
a security review failed; or
The provider identified an error.

A reversal is controlled by the relevant payment provider. We will reasonably assist the customer with transaction information available to us.

31. Chargebacks and Payment Disputes

Customers should contact us before initiating a chargeback so that we can investigate and attempt to resolve the issue.

A customer retains any lawful right to dispute an unauthorized or incorrect payment.

Where a chargeback is submitted, we may provide the bank or payment provider with relevant evidence, including:

order information;
payment confirmation;
customer communications;
product specifications;
dispatch and tracking records;
delivery confirmation;
cancellation records; and
refund information.

A knowingly false chargeback or payment claim may constitute fraud and may be reported to the payment provider or appropriate authority.

32. Unauthorized Transactions

If a customer suspects that a payment was made without authorization, the customer should immediately:

Contact the relevant bank, card issuer, or mobile money operator;
secure the affected account;
change compromised passwords or PINs;
preserve transaction evidence; and
Notify us with the order and transaction reference.

We will take reasonable steps to suspend an unfulfilled order and cooperate with a lawful investigation.

Responsibility for an unauthorized transaction will be determined according to the Payment Systems and Services Act, the Electronic Transactions Act, the provider’s lawful procedures, and the circumstances of the transaction.

33. Fraud Prevention and Verification

We may conduct reasonable checks to prevent:

identity theft;
stolen payment instruments;
account takeover;
false transfer receipts;
chargeback abuse;
money laundering;
unauthorized transactions; and
other fraudulent conduct.

We may request:

confirmation of the payer’s name;
transaction reference;
proof of payment;
billing information;
delivery confirmation; or
reasonable identification for high-risk transactions.

We will not request more personal information than reasonably necessary.

An order may be delayed, rejected, or cancelled where fraud is reasonably suspected. Relevant information may be reported to an authorized payment provider or lawful authority.

34. Customer Security Responsibilities

Customers should:

Use a secure device and connection
protect passwords, PINs, and authentication codes;
verify payment details;
Avoid public or shared devices when paying;
keep transaction receipts;
report suspicious activity;
avoid clicking unknown payment links; and
Contact us if any payment instruction appears unusual.

The Hair Boutique by Felicity will never ask a customer to disclose a mobile money PIN, full banking password, card security code, or one-time password through chat, telephone, email, or social media.

35. Payment-System Interruptions

A payment service may become temporarily unavailable because of:

network failure;
scheduled maintenance;
banking interruption;
Mobile Money downtime;
internet outage;
cybersecurity incident;
power failure; or
another event beyond our reasonable control.

We will take reasonable steps to provide an alternative payment method or allow the customer to complete payment later.

We are not responsible for an independent provider’s interruption, except to the extent that liability arises from our own act, omission, or failure to meet a legal duty.

36. Records and Receipts

We may create and retain electronic records relating to:

orders;
invoices;
payment confirmations;
deposits;
refunds;
reversals;
disputes; and
customer communications.

Electronic records may be recognized and used as evidence in accordance with the Electronic Transactions Act, 2008 (Act 772).

Customers should save or print their:

order confirmation;
invoice;
transaction receipt;
delivery record; and
refund confirmation.

Records will be retained only for as long as reasonably required for transaction administration, tax, accounting, fraud prevention, dispute resolution, and other lawful purposes.

37. Errors in Pricing or Payment

If an obvious pricing or payment error occurs, we will contact the customer before fulfilling the order.

The customer may:

confirm the transaction at the correct price; or
Cancel and receive the appropriate refund.

We will not deliberately use pricing errors to mislead customers.

An accepted and paid order will not ordinarily be changed after confirmation unless an obvious error occurred or Ghanaian law permits the change.

38. Complaints

Payment enquiries or complaints should be submitted to:

The Hair Boutique by Felicity
Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Address: Effiakuma No. 9, Takoradi, Ghana

Please include:

full name;
order or booking number;
payment date;
amount;
payment method;
transaction reference;
description of the issue; and
relevant supporting evidence.

Do not send your PIN, password, one-time code, or complete card security details.

We will investigate and respond within a reasonable period.

39. Complaints to a Payment Provider or Regulator

A customer may also raise a complaint with the relevant:

bank;
card issuer;
Mobile Money operator;
payment gateway; or
payment-service provider.

Where appropriate, unresolved regulatory concerns may be directed to the competent authority, including the Bank of Ghana.

Nothing in this policy prevents a customer from exercising a statutory right or reporting suspected crime.

40. Dispute Resolution

The customer and The Hair Boutique by Felicity should first attempt to resolve a payment dispute through good-faith communication.

If the dispute cannot be resolved informally, the parties may agree to negotiation, mediation, or another form of alternative dispute resolution recognized under Ghana’s Alternative Dispute Resolution Act, 2010 (Act 798).

Nothing prevents either party from:

exercising a statutory right;
contacting a payment provider or regulator;
reporting suspected fraud or cybercrime; or
bringing a claim before a court of competent jurisdiction in Ghana.

41. Governing Law

This payment policy is governed by the laws of the Republic of Ghana.

Any dispute concerning a payment, deposit, refund, reversal, or chargeback will be handled in accordance with applicable Ghanaian law.

42. Changes to This Policy

We may update this policy when:

payment methods change;
payment providers change;
tax requirements change;
website functionality changes;
security requirements change; or
Ghanaian law or regulatory guidance changes.

The updated Policy will be ppolicyed with a revised “last updated” date.

A change will not unfairly reduce a right connected to a completed transaction unless required by law or agreed with the customer.

43. Contact Information

For payment questions or complaints, contact:

The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971