Terms and Conditions

1. DEFINITIONS AND INTERPRETATION

In these Terms and Conditions, the following definitions apply unless the context requires otherwise:

“Account Holder” or “Customer” means any individual, group, or entity that holds a borrowings account with the Company.

“App” or “Mobile App” means the Link Exchange Micro-Credit Limited mobile application downloadable on Android and iOS platforms for accessing the Digital Borrowings Product.

“Authentication Credentials” means the combination of a PIN, password, biometric data, OTP, or any other security mechanism used to access the Digital Platform.

“Bank of Ghana” or “BoG” means the Central Bank of Ghana, the primary regulator of all deposit-taking institutions.

“Borrowings” means any sum of money placed with the Company by a Customer for safekeeping, with or without interest, repayable on demand or at a specified time.

“Business Day” means any day other than a Saturday, Sunday, or public holiday recognised in Ghana.

“Company” means Link Exchange Micro-Credit Limited, a Tier 3 Micro-Credit Institution licensed by the Bank of Ghana under Act 930.

“Customer” or “User” means any individual or entity that has registered and been approved to use the Digital Borrowings Product.

“Digital Borrowings Account” means a borrowings account opened, operated, and maintained primarily through the Digital Platform.

“Digital Platform” means all digital channels through which the Customer accesses the Digital Borrwings Product, including the Mobile App, USSD service, and any web-based portal operated by the Company.

“e-Money” means electronic monetary value stored on a digital device or system, as defined under the Bank of Ghana’s Payment Systems and Services Act, 2019 (Act 987).

“FIC” means the Financial Intelligence Centre of Ghana established under the Anti-Money Laundering Act, 2020 (Act 1044).

“Ghana Card” means the national biometric identity card issued by the National Identification Authority (NIA) of Ghana.

“GHS” means Ghana Cedis, the lawful currency of the Republic of Ghana.

“Interest Rate” means the annual percentage rate payable on borrowings as published by the Company from time to time.

“Interoperability” means the ability of the Digital Platform to send and receive funds across different Mobile Money Operators, banks, and payment systems in Ghana.

“KYC” means Know Your Customer verification processes required under Act 1044 and applicable BoG guidelines.

“Minimum Balance” means the minimum amount required to be maintained in an Account at all times.

“Mobile Money” or “MoMo” means electronic money transfer and payment services provided by licensed Mobile Network Operators (MNOs) in Ghana such as MTN MoMo, Telecel Cash, and AirtelTigo Money.

“MNO” means a Mobile Network Operator licensed by the National Communications Authority (NCA) and the Bank of Ghana to provide mobile money services.

“OTP” means a One-Time Password, a time-limited, single-use numeric or alphanumeric code sent to the Customer’s registered mobile number or email address for transaction authentication.

“PIN” means the Personal Identification Number set by the Customer to authenticate transactions on the Digital Platform.

“Product Schedule” means the schedule of fees, interest rates, limits, and charges applicable to Digital Borrowings Products as published and updated by the Company from time to time.

“PSSA 2019” means the Payment Systems and Services Act, 2019 (Act 987), which regulates payment systems and electronic money in Ghana.

“Registered Mobile Number” means the mobile telephone number provided by the Customer at registration, linked to the Digital Borrowings Account.

“Statement of Account” means a periodic record showing all transactions, interest, and charges on an Account.

“Tier 3 MFI” means a Microfinance Institution licensed by the Bank of Ghana under Tier 3 classification/

“Transaction Limit” means the maximum permissible transaction amount per single transaction, daily, or monthly period as set by the Company and the Bank of Ghana.

“USSD” means Unstructured Supplementary Service Data, a protocol used to access the Digital Platform via a short code on any mobile phone without internet access.

2. REGULATORY FRAMEWORK

The Digital Borrowings Product is offered under the following regulatory and legal framework:

Legislation / Guideline	Relevance to Digital Borrowings Product
Act 930 (BSDI Act 2016)	Licensing framework for Tier 3 MFIs accepting borrowings
Act 987 (PSSA 2019)	Regulation of payment systems, e-money, and mobile money
Act 1044 (AML Act 2020)	KYC, CDD, suspicious transaction reporting
Act 762 (Anti-Terrorism 2008)	Counter-terrorism financing obligations
Act 843 (Data Protection 2012)	Customer data privacy and processing obligations
Act 931 (GDPA 2016)	Deposit protection via the Ghana Deposit Protection Corporation
Act 898 (Income Tax 2015)	Withholding tax on interest income
BoG Consumer Protection Guidelines	Fair treatment, disclosure, and complaints resolution
BoG Cybersecurity Directive	Security standards for digital financial services
NCA Regulations	USSD and telecom service standards

3. DIGITAL BORROWINGS PRODUCT DESCRIPTION

The Digital Borrowings Product is a suite of savings and investment services offered by the Company exclusively through its Digital Platform. The product enables Customers to open accounts, make deposits, earn interest, conduct transfers, and access account information without physically visiting a branch. The Digital Platform comprises:

Mobile Application (Android and iOS) — full-featured digital banking interface.
USSD Service ([Short Code], e.g., *XXX#) — accessible on all mobile phones, with or without internet connectivity.
Web Portal — accessible via browser at [Company website URL] for account management and statements.
Integrated Mobile Money channels — for deposits, withdrawals, and transfers via MTN MoMo, Vodafone Cash, and AirtelTigo Money.

4. DIGITAL BORROWINGS PRODUCTS OFFERED

Product	Type	Min. Opening	Interest p.a.	Tenor
Digital Fixed Borrowings/Investment	Term Borrowings	GHS XXX	Per Schedule	30–365 days

Specific interest rates, fees, transaction limits, and product features are published in the Product Schedule available on the Digital Platform. The Company reserves the right to introduce new digital products from time to time.

5. ELIGIBILITY AND DIGITAL ONBOARDING (e-KYC)

5.1 Eligibility

Must be eighteen (18) years or older (or have a parent/guardian for minor accounts).
Must be a Ghanaian national or a resident alien with a valid Ghana Card or government-issued identification.
Must own or have access to a mobile phone number registered in their own name on a Ghanaian MNO network.
Must have a valid email address (for App-based onboarding).

5.2 Electronic KYC (e-KYC) Process

The Company is authorised to conduct digital customer identity verification in accordance with the Bank of Ghana’s guidelines on e-KYC and the Anti-Money Laundering Act, 2020 (Act 1044). The e-KYC process includes:

Download the Mobile App or dial the USSD short code.
Enter your Ghana Card number (NIA-issued) for biometric-linked identity verification.
Provide your registered mobile number, date of birth, and residential address.
Capture or upload a selfie photo for facial recognition and liveness verification (App-based).
Accept these Terms and Conditions digitally by ticking the confirmation box or pressing the confirmation key on USSD.
Set a secure 4–6 digit PIN and/or enable biometric authentication.
Receive account confirmation via SMS and/or push notification.

Digital onboarding creates a Tier 1 account as defined in the Bank of Ghana’s Tiered KYC framework, subject to reduced transaction limits. Full-tier accounts require submission of additional documentation via enhanced e-KYC channels.

5.3 Tiered KYC and Transaction Limits

KYC Tier	Required Documentation	Periodic Limit	Max Balance
Tier 1	Mobile number + Ghana Card NIA verification	GHS XX	GHS XX
Tier 2	Tier 1 + utility bill / residence proof	GHS XX	GHS XX
Tier 3	Tier 2 + enhanced CDD + source of funds declaration	GHS XX	Per BoG directive

Transaction limits are subject to revision by the Bank of Ghana and will be communicated to Customers through the Digital Platform.

6. DIGITAL ACCOUNT ACCESS AND SECURITY

6.1 Authentication

Access to the Digital Platform requires valid Authentication Credentials (PIN, password, OTP, and/or biometric).
The Customer is solely responsible for maintaining the confidentiality of their PIN, password, and any OTP received.
The Company will never ask for a Customer’s PIN, full password, or OTP via phone call, SMS, email, or in person. Any such request should be treated as fraudulent and reported immediately.
After three (3) consecutive failed authentication attempts, the Digital Platform will temporarily lock the account. The Customer must follow the prescribed unlocking procedure.

6.2 Customer Security Obligations

Do not share your PIN, OTP, or Authentication Credentials with any person, including family members or Company staff.
Do not install the App on jailbroken or rooted devices.
Always log out of the App after each session on shared devices.
Immediately notify the Company if your registered mobile number is lost, stolen, ported, or if you suspect unauthorised access to your account.
Enable the screen lock and device security features on your mobile phone.

6.3 Company Security Obligations

The Company shall apply industry-standard encryption (minimum 128-bit SSL/TLS) for all data transmitted on the Digital Platform.
The Company shall comply with the Bank of Ghana’s Cybersecurity Directive and applicable information security standards.
The Company shall conduct periodic security audits and vulnerability assessments of the Digital Platform.
The Company shall maintain a dedicated fraud monitoring system to detect and respond to suspicious transaction patterns in real time.

6.4 Notification and Alerts

The Company shall send an SMS and/or push notification to the Customer’s Registered Mobile Number for every debit transaction, new device login, PIN change, and other significant account events.
Customers are advised to ensure their Registered Mobile Number is always active and up to date.
Failure to receive notifications due to inactive SIM, network issues, or incorrect contact details shall not create liability for the Company.

7. DIGITAL TRANSACTIONS — DEPOSITS, WITHDRAWALS, AND TRANSFERS

7.1 Deposits

Deposits to a Digital Borrowings Account may be made via: (a) Mobile Money (MTN MoMo, Telecel Cash, AirtelTigo Money); (b) bank transfer / GhIPSS Instant Pay; (c) debit/credit card via the App’s secure payment gateway; (d) cash at any Company branch or authorised agent point.
Mobile Money deposits are credited to the Digital Borrowings Account in real time, subject to MNO system availability.
The Company shall confirm every deposit by SMS or push notification.
Deposits made outside business hours via digital channels will be credited as soon as technically possible, subject to third-party payment system availability.

7.2 Withdrawals

Withdrawals may be initiated via: (a) Mobile Money transfer to the Customer’s registered Mobile Money wallet; (b) GhIPSS interbank transfer.
Withdrawals are subject to the Transaction Limits specified in Section 5.3 and the available account balance.
The Company may place a hold on withdrawal requests that exceed defined risk thresholds pending verification, in compliance with AML requirements.
For Fixed Borrowings accounts, early withdrawal conditions specified in Sections 9 and 10 apply.

7.3 Inter-Account and Third-Party Transfers

Customers may transfer funds between their own Digital Borrowings Accounts or to third-party accounts held within the Company or at other financial institutions via GhIPSS.
Transfers to Mobile Money wallets of third parties are subject to applicable MNO interoperability rules and transaction limits.
The Customer must verify all transfer details (recipient name, account number, mobile number) before confirming a transaction. Once a transaction is confirmed and processed, it cannot be reversed except in cases of documented system error.
The Company shall not be liable for losses arising from the Customer’s entry of incorrect transfer details.

7.4 Transaction Finality

A digital transaction is deemed final and irrevocable once it has been authenticated by the Customer’s PIN/OTP/biometric, transmitted through the Digital Platform, and a success confirmation has been delivered to the Customer. The Company may, at its discretion, initiate a reversal only in cases of proven technical error. All reversal requests must be submitted within twenty-four (24) hours of the erroneous transaction.

7.5 Transaction Records

Customers may view all transaction history through the App, USSD, or web portal.
Transaction records on the Digital Platform shall serve as the primary record and shall be admissible as evidence in any dispute resolution or legal proceeding, subject to the Electronic Transactions Act, 2008 (Act 772).

8. MOBILE MONEY INTEGRATION AND INTEROPERABILITY

The Company integrates with licensed Mobile Money Operators (MNOs) in Ghana to enable seamless deposits, withdrawals, and transfers. The following terms apply to Mobile Money interactions:

The Customer must have an active Mobile Money wallet with a licensed MNO in Ghana to utilise Mobile Money deposit and withdrawal features.
Transactions between the Digital Borrowings Account and Mobile Money wallets are processed through the GhIPSS National Interoperability Platform and are subject to that platform’s service availability and transaction rules.
The Company shall not be liable for delays or failures caused by MNO system downtime, GhIPSS outages, or third-party payment gateway failures. Customers will be notified of any known service interruptions.
MNO-imposed transaction charges (if any) for Mobile Money operations are separate from the Company’s fees and may be charged directly by the MNO.
The Company shall comply with the Bank of Ghana’s Interoperability Framework and all related directives on Mobile Money to Bank (MoMo-to-Bank) and Bank to Mobile Money (Bank-to-MoMo) transactions.
In case of a failed Mobile Money transaction where funds have been debited from the Customer’s Mobile Money wallet but not credited to the Digital Borrowings Account, the Customer must report the incident within forty-eight (48) hours. The Company will investigate and resolve such disputes within five (5) Business Days.

9. DIGITAL FIXED BORROWINGS — SPECIAL CONDITIONS

Digital Fixed Borrowings may be placed entirely through the Digital Platform for tenors of thirty (30) to three hundred and sixty-five (365) days.
Upon placement, the Customer will receive a digital Fixed Borrowings Confirmation via App notification, SMS, and email, which serves as the official certificate of placement.
The agreed interest rate shall be locked for the tenor. Market rate movements during the tenor shall not affect the contracted rate.
Premature liquidation is permitted through the Digital Platform and will attract an early withdrawal penalty as specified in the Product Schedule. The net proceeds will be transferred to the Customer’s Digital Borrowings Account within one (1) Business Day.
At maturity, the principal and interest shall be credited automatically to the Customer’s nominated Digital Borrowings Account unless a rollover instruction is placed via the App at least two (2) Business Days before maturity.
Automatic rollover will apply the prevailing interest rate at the time of rollover.

10. DIGITAL TARGET SAVE — SPECIAL CONDITIONS

Customers may set up automated savings goals through the Digital Platform by specifying a target amount, target date, and automatic deduction frequency (daily, weekly, or monthly).
The Digital Platform will automatically debit the Customer’s Digital Borrowings Account or linked Mobile Money wallet at the specified frequency via standing order.
The Customer may pause automated deductions once per saving cycle without penalty. More than one pause in a single cycle will require manual resumption via the App.
Early withdrawal before the target date is subject to loss of accrued interest and the early withdrawal penalty as specified in the Product Schedule.
The Company shall send progress notifications to the Customer showing the percentage of their savings goal achieved.

11. INTEREST RATES AND CALCULATION

11.1 Accrual and Payment

Digital Borrowings Account: Interest calculated daily on the closing balance and credited monthly to the account.
Digital Fixed Borrowings: Interest calculated at the locked-in rate for the full tenor, paid at maturity or as agreed.
Digital Target Save: Interest calculated on the accumulated balance and credited at the end of the saving period.
Digital Susu/Group Save: No interest by default; promotional bonuses may be offered and communicated via the Digital Platform.

11.2 Withholding Tax

Interest earned is subject to withholding tax at the rate prescribed by the Income Tax Act, 2015 (Act 898). The Company shall deduct withholding tax automatically and remit to the Ghana Revenue Authority (GRA). The net interest after tax will be credited to the Customer’s account. Tax deduction details will be visible in the transaction history on the Digital Platform.

11.3 Rate Changes

Interest rates on variable-rate accounts may be revised in response to Bank of Ghana monetary policy changes. Customers will be notified of rate changes at least thirty (30) days in advance via in-App notification, SMS, and the Company’s website.

12. DIGITAL FEES, CHARGES, AND TRANSACTION COSTS

Fee / Charge	Amount	When Applied
Digital account opening fee	Nil (waived for digital sign-up)	One-time
Monthly account maintenance fee	Nil	Monthly
Deposit via Mobile Money	Nil (Company-side)	Per transaction
Withdrawal to Mobile Money wallet	Per Product Schedule	Per transaction
Inter-bank transfer (GhIPSS)	Per Product Schedule	Per transaction
Early Fixed Borrowings liquidation	Interest penalty per Product Schedule	On early break
PIN reset / account recovery	Nil	Per event
Dormancy fee	Per Product Schedule	Monthly (if dormant)
Digital statement (PDF)	Nil	Per request
SMS transaction alerts	Per Product Schedule	Per alert or monthly

The Company shall provide at least thirty (30) days’ advance notice before introducing any new fee or increasing any existing fee, in compliance with the Bank of Ghana’s Consumer Protection Guidelines.

13. FRAUD, UNAUTHORISED TRANSACTIONS, AND CUSTOMER RESPONSIBILITY

13.1 Reporting Obligation

The Customer must report any of the following to the Company immediately (and in any case within twenty-four (24) hours) upon discovery:

Loss or theft of the mobile phone or SIM card linked to the Digital Borrowings Account.
Suspected compromise of Authentication Credentials (PIN, password, OTP).
Any transaction appearing on the account that was not authorised by the Customer.
Any phishing attempt, vishing call, or smishing SMS purporting to be from the Company.

13.2 Company’s Response to Fraud Reports

Upon receiving a fraud report, the Company shall immediately suspend the digital account to prevent further unauthorised transactions.
The Company shall investigate the reported incident within five (5) Business Days and communicate findings to the Customer.
The Company shall not be liable for losses arising from unauthorised transactions that occurred before the Customer notified the Company, where such loss resulted from the Customer’s failure to safeguard their Authentication Credentials.

13.3 Liability for Unauthorised Transactions

The allocation of liability for unauthorised digital transactions shall be determined as follows:

If the Customer notified the Company before the transaction occurred — the Company bears full liability.
If the Customer notified the Company within twenty-four (24) hours of discovering the loss — the Customer’s maximum liability is GHS [amount per Product Schedule].
If the Customer delayed notification beyond twenty-four (24) hours — the Customer bears liability for losses incurred after the Company could reasonably have acted on earlier notice.
If the loss was caused by Company system failure or negligence — the Company bears full liability regardless of notification timing.

FRAUD REPORTING CONTACTS

24-Hour Fraud Hotline: [Phone Number]

WhatsApp / SMS: [WhatsApp Number]

Email: fraud@[companyemail].com

In-App: Settings → Report Fraud / Suspicious Activity

14. ANTI-MONEY LAUNDERING AND COUNTER-TERRORISM FINANCING

The Company operates a robust Anti-Money Laundering and Counter-Terrorism Financing (AML/CFT) programme in compliance with the Anti-Money Laundering Act, 2020 (Act 1044), the Anti-Terrorism Act, 2008 (Act 762), and all FIC guidelines. In relation to the Digital Borrowings Product:

The Company employs automated transaction monitoring systems to detect unusual or suspicious activity on Digital Borrowings Accounts in real time.
Transaction patterns that deviate from a Customer’s expected profile may trigger automatic account restriction pending review and Customer verification.
The Company is legally obligated to report suspicious transactions to the Financial Intelligence Centre (FIC) and will do so without customer notification where required by law.
The Company may require Customers to provide documentation evidencing the source of funds for large deposits or transactions inconsistent with the Customer’s stated occupation or financial profile.
Digital accounts used for layering, structuring, or any other money laundering technique will be reported, frozen, and closed in accordance with legal requirements.
Cash transaction reporting thresholds as stipulated by the FIC apply to all cash deposits made at Company branches linked to Digital Borrowings Accounts.

15. DATA PRIVACY, CYBERSECURITY, AND INFORMATION MANAGEMENT

15.1 Data Collection and Purpose

The Company collects and processes Customer personal data — including name, Ghana Card number, biometric data captured during e-KYC, mobile number, email, location data, and transaction data — for the following lawful purposes:

Opening and managing the Digital Borrowings Account.
Identity verification and KYC compliance.
Transaction processing and fraud prevention.
Regulatory reporting to the Bank of Ghana, GRA, FIC, and other lawful authorities.
Sending transactional and service notifications.
Improving the Digital Platform through anonymised analytics.

15.2 Data Sharing

Customer data shall not be shared with third parties except where:

Required by law or regulatory directive (e.g., BoG, FIC, GRA, Courts).
Shared with licensed technology partners and payment processors under strict data processing agreements and the Data Protection Act, 2012 (Act 843).
The Customer has given express written or digital consent.

15.3 Cybersecurity

The Company shall maintain technical and organisational measures to protect Customer data against unauthorised access, destruction, loss, alteration, or disclosure.
The Company is required to notify affected Customers and the Data Protection Commission within seventy-two (72) hours of becoming aware of a personal data breach that is likely to result in high risk to Customer rights and freedoms.
The Company shall conduct periodic penetration testing and security audits of the Digital Platform in compliance with the Bank of Ghana’s Cybersecurity Directive for Financial Institutions.

15.4 Customer Rights

Customers have the right to access their personal data held by the Company upon written request.
Customers may request correction of inaccurate data.
Customers may withdraw consent for non-essential data processing subject to the impact on service delivery being explained by the Company.

16. DEPOSIT PROTECTION

The Company is a member of the Ghana Deposit Protection Scheme (GDPS) administered by the Ghana Deposit Protection Corporation (GDPC) under the Ghana Deposit Protection Act, 2016 (Act 931). Balances held in Digital Borrowings Accounts are eligible for protection subject to the following:

Each eligible Borrower is covered up to the current statutory insured limit set by the GDPC.
Coverage is per Borrower across all accounts, not per account.
Certain borrowing types and account categories may be excluded from coverage as specified by the GDPC. Customers should consult www.gdpc.gov.gh for full coverage details.
The GDPC coverage is automatically applicable; no separate registration by the Customer is required.

17. INACTIVE AND DORMANT DIGITAL ACCOUNTS

A Digital Borrowings Account is classified as inactive after six (6) months of no Customer-initiated transaction.
A Digital Borrowings Account is classified as dormant after twelve (12) months of no Customer-initiated transaction.
The Company shall send automated alerts to the Customer’s Registered Mobile Number and email when an account transitions to inactive and then to dormant status.
A dormancy maintenance fee as specified in the Product Schedule will apply to dormant accounts.
Reactivation requires the Customer to log in via the App or USSD, complete a re-authentication, and make a minimum deposit or transaction.
Balances in accounts dormant for five (5) years or more, where the Customer cannot be located, will be reported and transferred to the Bank of Ghana as unclaimed funds pursuant to Act 930.

18. SYSTEM AVAILABILITY AND SERVICE INTERRUPTIONS

The Company shall use reasonable endeavours to ensure the Digital Platform is available twenty-four (24) hours a day, seven (7) days a week. However, availability may be affected by:

Scheduled maintenance windows (communicated at least twenty-four (24) hours in advance via in-App notification and SMS).
Emergency maintenance required to address security threats or critical system faults.
MNO or GhIPSS network outages outside the Company’s control.
Power outages, acts of God, government directives, or other force majeure events.

The Company shall not be liable for any financial loss or inconvenience arising solely from system downtime caused by circumstances beyond its reasonable control, provided the Company makes reasonable efforts to restore service promptly and notifies Customers of the interruption.

19. DIGITAL ACCOUNT CLOSURE

19.1 Closure by Customer

Customers may request account closure via the App (Settings → Close Account) or by visiting a Company branch.
Digital closure requests require re-authentication and confirmation via OTP.
All outstanding fees must be settled and all linked standing orders and auto-deductions must be cancelled before closure is processed.
The remaining balance, net of applicable fees and penalties, will be transferred to the Customer’s nominated Mobile Money wallet or bank account within three (3) Business Days.

19.2 Closure by the Company

The Company may close a Digital Borrowings Account without prior notice in the following circumstances:

Evidence or reasonable suspicion of fraudulent, criminal, or money laundering activity.
Failure to complete KYC upgrade requirements within the stipulated period.
Use of the Digital Platform in violation of these Terms and Conditions or applicable law.
Instruction from a court of competent jurisdiction, the Bank of Ghana, FIC, or other lawful authority.

In all other circumstances, the Company will provide at least thirty (30) days’ written notice before closure, with the balance disbursed as described in 19.1.

20. CONSUMER PROTECTION AND FAIR TREATMENT

The Company is committed to the Bank of Ghana’s Consumer Protection Guidelines for Financial Service Providers. In relation to the Digital Borrowings Product, the Company undertakes to:

Display all fees, interest rates, transaction limits, and key terms prominently on the Digital Platform before account opening and transaction confirmation.
Provide clear, plain-language disclosures for all product features and risks.
Obtain explicit digital consent (checkbox or confirmation keypress) before charging any fee or enrolling a Customer in any feature.
Ensure digital channels are accessible to persons with disabilities to the extent technically feasible.
Not engage in aggressive or misleading marketing practices via the Digital Platform, SMS, or push notifications.
Maintain Customers’ right to opt out of non-essential communications at any time through the App’s notification settings.

21. COMPLAINTS HANDLING

21.1 In-App and Digital Complaint Channels

In-App: Navigate to Help & Support → Submit a Complaint.
Email: [complaints@companyemail.com]
Phone / WhatsApp: [Customer Service Number]
Branch: Any Company branch during business hours.

21.2 Resolution Timelines

Complaint Type	Acknowledgement	Resolution Target
Failed / incorrect transaction	Immediate (auto-reply)	1–3 Business Days
Unauthorised transaction / fraud	Same day	5 Business Days
Interest or fee dispute	3 Business Days	10 Business Days
Account access / login issue	Immediate (auto-reply)	1 Business Day
General service complaint	3 Business Days	21 Business Days

21.3 Escalation to Bank of Ghana

If unsatisfied with the Company’s resolution, the Customer may escalate to:

Bank of Ghana — Consumer Protection Department

Address: P.O. Box GP 2674, Accra, Ghana

Toll-Free Helpline: 0800 101 101

Direct Line: +233 (0) 302 666 174

Email: cpd@bog.gov.gh

Website: www.bog.gov.gh

22. AMENDMENTS TO THESE TERMS AND CONDITIONS

The Company may amend these Terms and Conditions at any time to reflect changes in law, regulatory requirements, product features, or business policy.
Amendments will be communicated through in-App notifications, SMS, the Company’s website, and notices at Company offices at least thirty (30) days before the effective date.
Continued use of the Digital Deposit Product after the effective date of any amendment constitutes acceptance.
Customers who do not accept an amendment may close their Digital Deposit Account without penalty (subject to applicable Fixed Deposit and Target Save contractual obligations) before the amendment takes effect.

23. LIMITATION OF LIABILITY

The Company’s total liability for any proven direct loss caused by a single event shall not exceed the value of the transaction giving rise to the claim.
The Company shall not be liable for indirect, consequential, or special damages, loss of profits, or business interruption arising from the use of the Digital Platform.
The Company shall not be liable for losses arising from the Customer’s failure to comply with their security obligations under Section 6 of these Terms.
Nothing in these Terms limits the Company’s liability for fraud, wilful misconduct, gross negligence, or any liability that cannot be excluded under Ghanaian law.

24. ELECTRONIC TRANSACTIONS AND DIGITAL EVIDENCE

These Terms and Conditions, and all transactions conducted on the Digital Platform, are governed by and rely upon the Electronic Transactions Act, 2008 (Act 772) of Ghana. Accordingly:

Electronic acceptance of these Terms (by clicking ‘I Agree’, pressing a confirmation key, or completing registration) constitutes a legally binding agreement equivalent to a handwritten signature.
Digital records, logs, and system-generated transaction confirmations maintained by the Company shall be admissible as evidence in dispute resolution and legal proceedings.
Electronic receipts and notifications sent to the Customer’s Registered Mobile Number or email shall constitute valid delivery of notices under these Terms.

25. GOVERNING LAW AND DISPUTE RESOLUTION

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Ghana. Any dispute arising out of or in connection with the Digital Deposit Product shall first be submitted to the Company’s internal complaints process (Section 21). Unresolved disputes shall be referred to the Bank of Ghana’s Consumer Protection Department. If still unresolved, the parties agree to submit the dispute to arbitration in Accra under the Alternative Dispute Resolution Act, 2010 (Act 798), before commencing litigation in the Courts of Ghana.

26. CUSTOMER UNDERTAKING

By registering for and using the Digital Borrowings Product, the Customer confirms that:

All information provided during digital onboarding and throughout the use of the Digital Platform is accurate, true, and complete.
They will promptly update their personal information through the App if any details change.
They will not use the Digital Platform for any illegal, fraudulent, or money laundering purpose.
They understand and accept the risks associated with digital financial services, including the risk of cyberfraud if security obligations are not observed.
They have read, understood, and agree to these Terms and Conditions in their entirety.

LINK EXCHANGE MICRO-CREDIT LIMITED

Digital Borrowings Product Support

App: [App Store / Play Store link] | USSD: *[ShortCode]# | Web: [URL]

Customer Service: [Number] | Email: [Email] | WhatsApp: [Number]

Regulated by the Bank of Ghana | BoG License No.: [License Number] | Member: Ghana Deposit Protection Corporation