Whenever you shop online and see the Tidapay logo, we want you to feel confident and secure in your choice. That’s why we are providing you with a guarantee that ensures that you are protected every time you spend with Tidapay. We guaranty that you will be protected if the item or service you paid for didn’t arrive, is faulty or damaged or doesn’t match what was listed.

What is covered

All payments and Tidapay initiated transfers made to merchants for the provision of goods and services are covered by the Tidapay Payment Protection Promise.

• Payments for items that adhere to our terms of service


• Payments for items to Tidapay merchants that were processed via the Tidapay gateway


• Payments for transactions within 60 days after the transaction date.


• This policy is only in effect for Tidapay businesses in TOGO, i.e businesses transacting in XOF.

What is not covered

As much as we want to protect you and your money, there are scenarios that our promise will not be able to provide cover for.

• Payments for items that violate our terms of service


• Payments for items to Tidapay merchants that were not processed via the Tidapay gateway


• Payments for transactions processed over 60 days after the transaction date


• Payments for items delivered exactly as described by the seller — you changed your mind after a purchase and after the merchant’s refund promise has elapsed.


• Payments for transactions that have previously been disputed by your bank’s chargeback process


• Payments for damage or loss that occurs to goods after they are delivered to the destination you provided to your seller (including a freight forwarder).

When to log a claim

You can file a claim against a merchant if you have reached out to the merchant regarding a dispute and provided them with 24 hours to respond and any of the following scenarios apply:

• The merchant failed to deliver the items within the maximum estimated delivery date communicated to you.


• You received the item, but the item was defective, damaged, or not the item depicted in the merchant’s description.


• The merchant did not accept the return of the item despite you being in accordance with the return policy or on their own website/page/app.


• The merchant has charged an amount greater than the amount you authorized for your purchase.


• You returned the item to the merchant per an agreement between you both and the merchant has not provided the agreed upon reimbursement after receiving the item (You have provided the merchant with 14 days to issue a refund from their receipt of the returned item). If you refuse a delivery, your claim may not be covered.

How to log a claim

There are two main ways to log a claim, you can either do this 100% on your own through our disputes page - dispute.Tidapay.com, or you can let any of our agents know whenever you reach out to us through our email hi@Tidapaygo.com.

What happens if we can’t pay up?

In circumstances that are not covered by our payment protection promise, or if after investigation, we find that there is no validity to the claim that has been raised, and you still believe that you should be refunded, our arbitration process will kick in and we will attempt to mediate between you and the merchant.

If after the arbitration process, you still believe that you should be refunded, we encourage you to seek redress in a civil court against the merchant in question.

Tidapay will continue to do our best to ensure that all complaints come to a natural and logical conclusion.