Wallet & Prepaid Credit Policy
How your PolyTopUp service wallet works — what it is, what it isn't, and how we handle the money you load into it.
Your PolyTopUp wallet is a prepaid service credit balance. It holds funds solely for the purpose of purchasing Value-Added Services on this platform — airtime, data bundles, and (when available) bill payments. It exists to make repeat purchases faster and to receive refunds from failed transactions.
To be absolutely clear, this wallet is not:
- Not a bank account. Polysphere Tech Ltd. is not a licensed deposit-taking institution.
- Not a savings product. Your balance does not earn interest, dividends, or any other return.
- Not a payment instrument. You cannot use it to pay third parties, transfer to other PolyTopUp users, or send money outside this platform.
- Not transferable. Funds are tied to your account and cannot be sold, gifted, or assigned.
- Not a foreign exchange tool. The wallet operates only in Ghana Cedis (GHS).
A wallet is created with your account but remains inactive until you explicitly accept this policy. Until activated, the wallet cannot receive deposits or be used to make purchases. Activation happens the first time you attempt to deposit funds or use your wallet, at which point you'll be presented with this policy and must accept it to proceed.
When you accept, we record: the version of the policy, the date and time, your IP address, and your browser's user-agent string. This record is retained as proof of acceptance.
You can deposit funds into your wallet via the payment methods listed on the Add Funds page. Deposits are processed by Paystack and may be subject to Paystack's own terms.
Deposits to unverified accounts are limited to a maximum wallet balance of GH₵ 999.99.
Once your lifetime deposits exceed GH₵ 1,000.00, we are required to verify your identity (KYC) before you can continue depositing. Verification is a one-time process and requires a valid Ghana Card.
Your balance can be spent on any service offered on this platform. Each purchase debits your wallet in real time. If a purchase fails, our system automatically refunds the debited amount within seconds. Refunds are visible in your transaction history and marked as "Refund".
To protect both you and us, wallets that show no activity for an extended period are treated as dormant. Here's how it works:
| Stage | Trigger | What happens |
|---|---|---|
| Dormant | No login AND no transaction for 12 consecutive months | We send a warning email and SMS. Your wallet remains fully functional. |
| Notice period | 30 days before suspension | We send three notices (30, 7, 3 days before). Reactivating is as simple as logging in. |
| Suspended | 30 days after first notice with no activity | Wallet is frozen — no deposits, no spending. Your balance is retained and remains yours. |
| Abandoned | 24 months after suspension with no response | Balance is moved to an unclaimed-funds ledger. You can still claim it on request. |
Reactivating a dormant or suspended wallet: any of the following resets the dormancy clock — logging in, clicking the reactivation link in a dormancy notice email, or making any transaction. We do not require you to make a purchase to keep your wallet active.
You can close your wallet at any time by contacting support. On closure (or after the abandonment period), any remaining balance is refunded to the original source where possible.
Refunds are processed via Paystack to the original payment method. Because Paystack charges us transaction fees both when you deposited and when we process a refund, a refund fee is deducted from the refunded amount. The fee is:
- The exact Paystack fee we were charged on the original deposit(s), plus the current Paystack refund fee; or
- 2.5% of your balance, whichever is lower.
If your remaining balance after the fee would be less than GH₵ 20.00, the fee is waived and you receive your full balance.
If the original payment method is unavailable (expired card, closed bank account, changed MoMo number), we will attempt to refund via bank transfer to an account verified in your name. In rare cases where neither option works, our support team will coordinate an alternative with you.
- Keep your account credentials and PIN confidential.
- Ensure the phone number and email on file are up to date — we use these for dormancy notices.
- Do not use the wallet for any purpose other than purchasing services on this platform.
- Verify recipient numbers before confirming — we cannot reverse completed airtime or data purchases.
We may update this policy from time to time. Each version has a unique number shown at the top of this document. When we publish a new version, you'll be asked to review and accept it the next time you use your wallet. Existing balances are always governed by the policy you accepted at the time of deposit, unless you accept an update that changes them.
This policy is governed by the laws of the Republic of Ghana. Any dispute arising from your use of the wallet will first be addressed through our support team. If unresolved, disputes may be referred to the appropriate regulator or a court of competent jurisdiction in Accra, Ghana.