Motito Terms and Conditions

1. About These Terms

These Terms apply to Motito’s Services, including PaySmallSmall payment plans and related features. Some Services may be available through partner channels.

For Services offered in Ghana, the contracting entity is Motito Limited. If a different Motito affiliate provides a Service to you, that affiliate will be identified in the relevant flow, notice, or agreement.

Motito may change or discontinue any part of the Services where permitted by law.

2. Eligibility

To use the Services, you must:

• be at least eighteen (18) years old;
• have legal capacity to enter into a binding agreement;
• provide truthful, accurate, and complete information;
• meet any applicable country, partner-channel, payment-method, product, or verification requirements; and
• comply with these Terms and all applicable laws.

Some Services, plans, features, or privileges may only be available to users who meet additional eligibility criteria determined by Motito, its partners, vendors, payment providers, or regulators.

3. Your Account

You are responsible for maintaining the confidentiality of your account credentials and for activity that occurs under your account, except to the extent caused by unauthorized access that you promptly report to Motito.

You must notify Motito promptly if you believe your account, wallet, device, phone number, email address, or payment method has been compromised or used without authorization.

Motito may refuse to open an account, suspend access, or require additional verification where reasonably necessary for fraud prevention, compliance, operational integrity, partner obligations, or risk management.

4. Identity Verification, KYC, and Checks

Motito may require identity verification, Know Your Customer (KYC) checks, fraud screening, payment-method verification, address confirmation, or other compliance-related checks before or during your use of the Services.

You agree to provide any documents, information, confirmations, or declarations reasonably requested for such checks.

Motito may delay, limit, suspend, or refuse access to a plan, payment, pickup, delivery, Early Pickup, or partner-channel offer until required checks are completed.

5. Plans, Orders, and Activation

A Motito plan becomes active when the first required installment is successfully paid and confirmed by Motito or its designated payment partner, unless Motito clearly states a different activation condition for that plan.

Before activation, you may be able to view or set up a plan, but no plan is active until the activation condition is met.

Motito may set plan conditions including item eligibility, plan duration, installment frequency, minimum first payment, contribution limits, partner-channel restrictions, pickup or delivery conditions, and applicable fees or product-specific terms.

All plans remain subject to product availability, vendor participation, operational feasibility, compliance checks, and payment confirmation.

6. Payments and Payment Authorization

You authorize Motito and its payment partners to collect scheduled payments and other amounts due from your selected payment method, including mobile money wallets, cards, bank accounts, direct debit arrangements, Shopping Wallet balances, or any other payment method approved by Motito.

You are responsible for:

• maintaining valid payment details;
• ensuring sufficient funds are available when payments are due; and
• promptly updating any expired, changed, or blocked payment credentials.

Motito may reject, reverse, delay, or restrict any transaction where required for operational, legal, compliance, fraud, risk, reconciliation, vendor, partner, or payment-network reasons.

7. Auto-Debit and Retry Rights

Auto-debit may be enabled by default for supported plans or payment arrangements.

Where Motito permits you to disable auto-debit, disabling it does not remove your obligation to pay on time. It may increase the risk of missed payments and may affect your price protection status, plan standing, eligibility, or internal risk status.

You authorize Motito and its payment partners to retry failed or interrupted debit attempts using your selected payment method, subject to applicable law, payment-network rules, and any valid instructions you give through the Platform where supported.

Motito may send reminders, alerts, confirmations, retry notices, or failure notices through the app, website, SMS, WhatsApp, email, partner channel, voice call, push notification, or any other reasonable method.

8. Fees and Charges

By using the Services, you agree to pay all applicable charges disclosed by Motito in connection with your use of the Services. These may include, where applicable:

• plan-related service charges;
• price-protection charges;
• payment-processing charges;
• partner-channel charges;
• delivery or logistics charges;
• cancellation fees;
• restocking, handling, storage, redelivery, return, or unclaimed-item charges;
• recovery-related charges where permitted by law; and
• any other charges disclosed before confirmation or otherwise permitted under these Terms.

Charges may vary by product, plan, vendor, partner channel, fulfillment method, feature, campaign, payment method, or service type.

9. Keep My Price (KMP)

Motito may offer price protection on selected plans through a feature known as Keep My Price (KMP).

Where KMP is available:

• it may be included at no extra charge for a limited initial period on some plans;
• it may continue beyond any free period subject to an applicable service charge;
• it may be enabled by default for some plans; and
• it is a price-protection service and does not constitute interest.

If you disable or lose KMP where Motito permits this, your protected price may no longer continue after the applicable protection period, and Motito may present updated pricing or other available options before a changed price takes effect.

Motito will not silently impose a higher price where customer confirmation is required under the applicable checkout flow or plan terms.

10. Extra Payments, Pay-Ahead, and Plan Adjustments

You may be allowed to make extra payments, pay ahead, or reduce your outstanding balance before scheduled due dates, subject to the terms of the relevant plan.

Motito may also allow plan rescheduling, adjustment, pause, extension, or restructuring in selected cases, but Motito is not required to approve such requests unless expressly stated.

Any approved adjustment may change your due dates, plan duration, price-protection status, eligibility for privileges, or other plan conditions.

11. Pay4Me and Third-Party Contributions

Motito may allow a customer to share an eligible plan so that third parties can contribute toward that plan. This feature may be referred to as Pay4Me or any similar name used by Motito.

Any valid contribution made through Pay4Me is applied to the beneficiary’s plan and becomes part of the total amount paid into that plan. Contributors do not become the customer under the plan, do not obtain ownership rights in the item or service being funded, and do not gain separate control over the plan solely by contributing.

If the plan is reversed, cancelled, refunded, or adjusted, Pay4Me contributions will be treated in accordance with these Terms and the terms applicable to that plan. If a Pay4Me contribution is later reversed, disputed, or charged back by the payment provider or contributor, Motito may adjust the beneficiary’s outstanding balance accordingly.

Motito may decline, reverse, hold, or investigate contributions where reasonably necessary for fraud prevention, abuse prevention, dispute handling, risk management, compliance, or reconciliation.

12. Shopping Wallet

Motito may maintain a limited internal non-cash balance in your account called a Shopping Wallet.

The Shopping Wallet is used by Motito to record non-cash credits such as refunds, reversals, promotional credits, support adjustments, plan adjustments, or similar credits issued by Motito. Unless Motito expressly states otherwise, you cannot load, top up, deposit money into, or otherwise fund the Shopping Wallet yourself.

• it is not cash;
• it is not a bank account;
• it is not a bank deposit;
• it is not a payment account;
• it does not earn interest;
• it is not transferable except where Motito expressly allows it;
• it may only be used toward eligible purchases, plans, or services on Motito or approved partner channels; and
• it may be subject to additional rules, limits, exclusions, or expiry terms disclosed by Motito.

Any right of set-off or application of Shopping Wallet balances toward overdue amounts will be governed by these Terms, the relevant plan terms, and applicable law, including the default and Early Pickup sections where applicable.

13. Early Pickup

Motito may allow eligible users to collect an item before full payment through Early Pickup.

Early Pickup is a conditional privilege and not an automatic right.

Eligibility may depend on your payment history, verification status, personal contribution level, fraud and abuse checks, partner requirements, vendor or category restrictions, and Motito’s internal risk controls.

Motito is not required to disclose the internal logic, thresholds, formulas, or scoring methods used to determine eligibility.

If Motito approves Early Pickup, you must continue paying the remaining balance according to your plan and any supplemental terms communicated to you.

Motito may suspend, revise, or withdraw Early Pickup eligibility at any time before collection if your status changes or if required for risk, compliance, operational, vendor, or partner reasons.

14. Missed Payments and Overdue Plans

Where you fail to make a payment when due, Motito may, where applicable:

• grant a grace period;
• mark the installment or plan as overdue;
• retry the payment;
• send reminders or notices;
• affect your eligibility or internal risk status;
• affect your KMP status or other plan protections;
• remove or restrict feature access;
• suspend Early Pickup or similar privileges;
• cancel the affected plan; or
• take any other reasonable step necessary to protect Motito, its partners, vendors, or payment providers.

Where the affected plan has already resulted in collection of an item before full payment, the stronger remedies in Section 15 may also apply.

15. Stronger Remedies After Early Collection Before Full Payment

Where an item has been collected before full payment, including through Early Pickup or another approved arrangement, and the remaining required payments are not made, Motito may, to the extent permitted by law:

• suspend your account or selected Services;
• remove access to Early Pickup and similar privileges on future plans;
• retry failed payment attempts;
• apply or set off any incoming payment, approved refund, Shopping Wallet balance, or other amount connected to your account against overdue obligations before releasing such value to you;
• withhold release of any other not-yet-collected item linked to your account;
• engage internal or external collections and recovery processes; and
• pursue legal remedies for recovery of outstanding balances and related losses.

16. Reversals, Cancellations, and Refunds

16.1 Reversal within 24 hours of activation

A reversal request submitted within twenty-four (24) hours after the first required installment is successfully paid and confirmed will qualify for a full reversal only where the relevant item or service has not yet been fulfilled, dispatched, specially procured, committed to an irreversible vendor process, or subjected to irreversible third-party costs, and where no applicable law or partner-channel requirement requires different treatment.

Where those conditions are not met, Motito may treat the request under the cancellation or fulfillment-related sections below instead of as a full reversal.

16.2 Customer-initiated cancellation after 24 hours

A cancellation request submitted after the reversal window will be treated as a cancellation.

In that case, Motito may deduct a cancellation fee equal to ten percent (10%) of the total amount you have paid into the affected plan at the time of cancellation before processing any applicable refund.

16.3 Fulfillment-related customer-fault cases

Where Motito has already incurred courier, dispatch, redelivery, return, handling, storage, restocking, or other fulfillment-related costs because of your actions, inaction, refusal, unavailability, delay, failure to collect, failure to receive, or other customer-caused issue, Motito may deduct those actual costs in addition to any applicable cancellation fee, to the extent permitted by law and disclosed policy.

In appropriate cases, including unclaimed-item or customer-fault fulfillment situations, Motito may issue the applicable refund to your Shopping Wallet instead of to your original payment source.

16.4 Motito, vendor, courier, or partner fault

Where cancellation, reversal, non-delivery, or refund arises because of Motito fault, vendor fault, material product misdescription, product unavailability, courier fault, partner fault, or another non-customer cause, Motito may waive cancellation-related or fulfillment-related charges and may provide a full or otherwise appropriate refund.

16.5 Refund method and timing

Unless these Terms, the applicable plan, or the relevant partner-channel flow state otherwise, approved refunds will ordinarily be made to the original payment method. Motito may instead issue a refund to a mobile money wallet, by card reversal, to your Shopping Wallet, or by another lawful method where this is required by the nature of the payment method used, the relevant partner-channel flow, customer-fault fulfillment circumstances, unclaimed-item treatment, fraud or abuse prevention, operational constraints, or applicable law.

Motito will process or initiate an approved refund within three (3) business days, but actual receipt times may vary depending on payment providers, mobile money operators, partner systems, card networks, banks, or other third parties.

16.6 Non-refundable amounts

To the extent permitted by law, certain charges or costs may be non-refundable once incurred, including charges linked to already-performed services, completed payment processing, confirmed vendor commitments, logistics activity, handling, storage, restocking, or other disclosed costs.

17. Pickup, Delivery, Delegated Collection, and Unclaimed Items

Motito may make items available for pickup, delivery, delegated pickup, or any combination of these, depending on the plan, vendor, location, product category, and partner channel.

Motito may require identity verification, plan confirmation, QR code, one-time password, order details, delegated pickup authorization, proof of address, or any other reasonable verification before releasing an item.

Unless expressly stated otherwise, delivery or logistics charges are typically borne by the customer.

If a delivery attempt fails because of a customer-caused issue, Motito may charge or deduct redelivery, return, storage, handling, or related costs.

If an item is ready for pickup or delivery and remains unclaimed beyond the collection or delivery window communicated by Motito, the relevant partner channel, vendor, or courier for that order, Motito may treat the order as an unclaimed item and may, where permitted by law and applicable policy:

• charge storage, handling, or restocking fees;
• cancel the order; or
• issue the refund to your Shopping Wallet instead of to your original payment source.

18. Defective, Damaged, or Not-as-Described Items

You must report defective, damaged, incomplete, or materially not-as-described items within any defect-reporting, return, support, or claims window communicated by Motito, the relevant partner channel, vendor, courier, or applicable product flow, and provide any evidence reasonably requested by Motito, which may include photos, videos, packaging details, serial numbers, receipts, or delivery information.

Where a reported issue is verified, Motito may, depending on the circumstances, arrange repair, replacement, return, refund, vendor referral, warranty support, or another appropriate resolution.

Resolution may also depend on vendor policies, manufacturer policies, courier responsibility, product category, warranty terms, condition of the item, and the circumstances of the issue.

Motito may help handle the claim process, but Motito is not necessarily the manufacturer, importer, or warranty provider of the item.

19. Product Availability and Substitution

All products, pricing, vendors, categories, and delivery or pickup options are subject to availability.

Motito may withdraw, pause, replace, or restrict an item, category, vendor, or feature if required for operational, legal, supply, quality, partner, risk, or compliance reasons.

If a product becomes unavailable after your plan has started or after you complete payment, Motito will notify you and may offer you the option to choose a comparable replacement, wait until the product becomes available again, or receive a full refund of the amount paid. In such cases, the cancellation fee will not apply.

Motito will not substitute a materially different product without following the applicable customer-facing process.

20. Partner Channels and Third-Party Providers

Some Services may be accessed through partner channels, including mobile money apps, telecom interfaces, employer platforms, merchant systems, bank platforms, or other third-party environments.

Where you use a Motito Service through a partner channel:

• additional partner terms, policies, or technical rules may apply;
• Motito may rely on the partner’s systems, identity data, payment rails, communications tools, or operational controls; and
• Motito may share relevant information with the partner where permitted by law and necessary to provide the Service, handle payments, support, fraud prevention, compliance, or reconciliation.

Where a conflict arises between these Terms and a mandatory partner-channel requirement applicable to the specific Service, the mandatory partner-channel requirement will govern to the extent of the conflict. In all other cases, these Terms will govern.

Motito is not responsible for delays, outages, or failures caused solely by third-party networks, payment rails, partner systems, or external service providers, except to the extent required by law.

21. Communications and Support

You agree that Motito may contact you regarding your account, plans, payments, deliveries, support issues, reversals, cancellations, refunds, compliance matters, promotional updates where permitted, and other Service-related matters using the contact details you provide.

Motito may communicate through the app, website, email, SMS, WhatsApp, partner channel, voice call, push notification, or any other reasonable method.

Official support channels may change from time to time. The latest channels displayed on Motito’s official website, app, Help Center, or verified communications will control.

If you have a complaint, you may submit it through Motito’s official support or complaint channels listed on Motito’s website, app, Help Center, or applicable partner channel. Motito may use automated and human support processes to handle support requests and complaints. If you are dissatisfied with the outcome, you may use any further escalation channel communicated by Motito or the relevant partner channel, where applicable.

22. Prohibited Conduct

You must not:

• provide false or misleading information;
• impersonate another person or use another person’s identity or payment method without authority;
• abuse Pay4Me, promotions, referrals, Shopping Wallet credits, or support processes;
• interfere with the Services, payment flows, or security features;
• use the Services for unlawful, fraudulent, abusive, or unauthorized purposes; or
• attempt to reverse-engineer, scrape, disrupt, or exploit Motito systems or partner integrations except as allowed by law.

Motito may investigate suspected misuse and may suspend, restrict, reverse, or terminate access where reasonably necessary.

23. Privacy and Data Use

Your use of the Services is also subject to Motito’s Privacy Policy.

You agree that Motito may collect, use, store, verify, analyze, and share your personal data and related account, transaction, device, communications, support, repayment, and partner information where permitted by law and reasonably necessary to:

• provide the Services;
• process payments and refunds;
• verify identity and eligibility;
• manage your account, plans, refunds, and related balance features;
• manage deliveries and pickups;
• provide customer support;
• prevent fraud and abuse;
• conduct recovery and collections;
• comply with law and regulatory obligations; and
• improve the Services.

24. Intellectual Property

Motito and its licensors own all rights, title, and interest in the Services, including all trademarks, logos, names, software, text, images, designs, workflows, and other content, except third-party content owned by its respective owners.

These Terms do not grant you any ownership rights in the Services. Motito grants you only a limited, revocable, non-exclusive, non-transferable right to use the Services for their intended purpose, subject to these Terms.

25. Disclaimers

Except as expressly stated by Motito and to the fullest extent permitted by law:

• the Services are provided on an "as available" and "as is" basis;
• Motito does not guarantee uninterrupted or error-free operation;
• Motito does not guarantee the continued availability of any vendor, category, item, partner channel, or feature;
• Motito does not guarantee eligibility for Early Pickup, promotional offers, or any specific plan outcome; and
• external systems such as mobile money networks, banks, telecom operators, partner apps, courier systems, and card networks may affect timing or performance.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

26. Limitation of Liability

To the fullest extent permitted by law, Motito will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for loss of profit, goodwill, data, opportunity, or business interruption arising out of or related to the Services.

To the fullest extent permitted by law, Motito’s aggregate liability arising out of or related to your use of the Services will not exceed the total amount you paid to Motito for the specific plan, transaction, or Service giving rise to the claim during the twelve (12) months before the event giving rise to the claim.

This section applies only to the extent permitted by applicable law.

27. Indemnity

You agree to indemnify and hold harmless Motito, its affiliates, officers, employees, agents, partners, vendors, service providers, and licensors from and against claims, liabilities, losses, costs, and expenses arising out of or related to:

• your breach of these Terms;
• your misuse of the Services;
• your fraud, negligence, misconduct, or unlawful conduct; or
• your violation of the rights of any third party.

This indemnity applies only to the extent permitted by law.

28. Suspension and Termination

Motito may suspend, restrict, or terminate your access to all or part of the Services if:

• you breach these Terms;
• Motito suspects fraud, abuse, or unlawful conduct;
• required KYC or compliance checks are not completed;
• a regulator, court, partner, payment provider, or vendor requires suspension;
• continued access would create legal, operational, financial, security, or reputational risk; or
• Motito reasonably decides to discontinue the relevant Service or channel.

You may stop using the Services at any time, but stopping use does not cancel active obligations, outstanding balances, incurred fees, recovery rights, or obligations that survive termination.

Any provision of these Terms that by its nature should survive termination will survive, including provisions relating to fees, payments, refunds, recovery, privacy, intellectual property, disclaimers, limitation of liability, indemnity, dispute resolution, and governing law.

29. Changes to These Terms

Motito may update these Terms from time to time.

If Motito makes a material change, Motito may notify you by posting the updated Terms on its website or app, or by using email, SMS, WhatsApp, partner-channel notice, or another reasonable communication method.

Any material change will apply prospectively unless the change is required by law, expressly accepted by you, or relates to operational, compliance, security, or other non-economic matters. Motito will not use an updated version of these Terms to adversely alter the core economics of an already-active plan without notice and, where required by law, your acceptance.

Your continued use of the Services after the effective date of updated Terms constitutes acceptance of the updated Terms, except where additional consent is required by law.

30. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Ghana, unless another governing law is required for a specific partner-channel arrangement and expressly communicated to you.

Before starting formal proceedings, you agree to first contact Motito in good faith to attempt to resolve any complaint or dispute informally through Motito’s official complaint or support channels and, where applicable, any complaint, escalation, or dispute-handling pathway required by the relevant partner channel, payment provider, or applicable law, unless urgent relief is required.

Subject to any mandatory complaint-handling, regulatory, or partner-channel process that applies, disputes arising out of or relating to these Terms or the Services will be submitted to the courts of competent jurisdiction in Ghana, unless a different forum is expressly required for a specific partner-channel arrangement and communicated to you.

Nothing in these Terms prevents either party from seeking urgent or interim relief from a court of competent jurisdiction where appropriate.

31. General Provisions

If any part of these Terms is held invalid, illegal, or unenforceable, the remaining parts will continue in full force to the extent permitted by law.

Motito’s failure to enforce any provision is not a waiver of its right to enforce that provision later.

You may not assign or transfer your rights or obligations under these Terms without Motito’s prior written consent. Motito may assign or transfer its rights or obligations where permitted by law.

These Terms, together with any supplemental product terms, policies, disclosures, partner notices, and applicable order or plan details, constitute the entire agreement between you and Motito regarding the relevant Services.

If a conflict arises between these Terms and any plan-specific, product-specific, or supplemental terms expressly presented for a particular Service, the plan-specific, product-specific, or supplemental terms will govern to the extent of the conflict for that Service.

You agree that Motito may rely on electronic records, transaction logs, payment confirmations, plan records, notices, support communications, and related digital records in administering the Services and resolving complaints or disputes, subject to applicable law.

32. Contact

For support, complaints, or questions about these Terms, please contact Motito through its official support channels listed on Motito’s app, website, or Help Center, including hello@motito.co and WhatsApp support where available.

For formal complaints or legal notices relating to these Terms, you may also contact Motito at hello@motito.co.