Terms & conditions
Last updated
Terms & Conditions
An E-Commerce Service Powered by Novlex Pay
Effective Date: 14 November 2026
1. Welcome to VELOPHONE
Welcome to VELOPHONE, an e-commerce service powered by Novlex Pay.
We believe that selling online should be simple for businesses and shopping online should be convenient, reliable, and secure for customers.
VELOPHONE provides the technology that helps businesses establish an online presence, display their products, manage customer orders, and accept payments through supported payment services.
Whether you're a business owner growing your online store or a customer shopping from one of our sellers, these Terms & Conditions explain how the platform works, what you can expect from us, and your responsibilities when using our services.
Our goal is to create an environment where businesses can grow, customers can shop confidently, and transactions can be managed transparently.
By accessing or using VELOPHONE, you agree to these Terms & Conditions to the extent they apply to your use of the service.
Please read them carefully.
2. About VELOPHONE and Novlex Pay
VELOPHONE is an e-commerce platform service provided by Novlex Pay.
The platform enables independent sellers to establish and operate online stores using technology supplied by Novlex Pay.
Through VELOPHONE, participating sellers may:
Create and manage online storefronts.
List products and services.
Manage prices, product variations, and available stock.
Receive and manage customer orders.
Offer supported electronic payment methods.
View payment statuses and transaction records.
Manage customer communications and fulfilment information.
Access sales and business reporting tools.
VELOPHONE provides the digital infrastructure connecting sellers and buyers.
Unless VELOPHONE is expressly identified as the seller of a particular product, the products displayed on participating stores are offered and sold by the independent businesses operating those stores.
Service Provider: Novlex Pay
E-Commerce Platform: VELOPHONE
Country of Operation: Ghana
Business Address: BlueDove RD Madina
Official Website: not yet published
Customer Support: 0203023986
Novlex Pay's role in payment transactions is limited to the services it provides under its applicable arrangements with payment partners and participating sellers.
3. Understanding Our Role
We want every customer and seller to understand who is responsible for each part of an online purchase.
VELOPHONE's role
VELOPHONE provides the technology that allows sellers to present their products, receive customer orders, manage storefront operations, and connect to supported payment services.
VELOPHONE does not ordinarily manufacture, own, warehouse, or deliver the products sold through independently operated storefronts.
The seller's role
Each seller is responsible for the products and services they offer through their VELOPHONE-powered store.
This includes product quality, accurate descriptions, pricing, stock availability, order fulfilment, delivery commitments, customer service, and the handling of returns and refunds in accordance with applicable law.
Novlex Pay's role
Novlex Pay provides the underlying technology and payment integration supporting the VELOPHONE service.
Where applicable, payment transactions are processed through Novlex Pay's payment partners, including Blue Penguin.
The buyer's role
Buyers are responsible for providing accurate information, reviewing their purchases before confirmation, using authorised payment methods, and communicating genuine order-related concerns through the appropriate channels.
Each party remains responsible for its own acts, omissions, and obligations under applicable law.
4. Who Can Use VELOPHONE?
VELOPHONE is designed for both businesses and customers.
For sellers
Businesses wishing to operate a store may be required to complete registration, provide accurate business information, and satisfy relevant onboarding or verification requirements.
Seller eligibility may depend on the nature of the business, the products offered, payment service requirements, and applicable laws.
For buyers
Customers may browse participating stores, select products, place orders, and make payments using available checkout methods.
Customers must provide accurate information and have the legal capacity or appropriate authorisation to complete purchases.
We may restrict access to services where reasonably necessary to address fraud, unlawful activity, or serious breaches of these terms.
5. Independent Sellers and Storefronts
Each participating seller operates their own online business through the VELOPHONE platform.
The seller may determine, subject to applicable law and platform requirements:
The products offered for sale.
Product descriptions and photographs.
Available sizes, colours, and variations.
Product prices and promotions.
Inventory availability.
Shipping options and delivery arrangements.
Customer support arrangements.
Store-specific policies that do not conflict with applicable law.
Each seller is responsible for maintaining accurate and up-to-date product information.
Where a seller uses VELOPHONE's standard storefront design or checkout technology, this does not automatically mean that VELOPHONE is the seller of the goods.
The identity and contact information of the actual seller should be made available to customers before they complete an order.
6. Products, Descriptions and Availability
Sellers are responsible for ensuring that product listings are accurate, lawful, and not misleading.
Product descriptions should reasonably represent the item being offered.
Sellers must not knowingly advertise counterfeit goods, prohibited products, or items they are not legally entitled to sell.
Photographs and other product information should reflect the actual products offered.
Where a seller uses illustrative or digitally generated images, the presentation must not materially mislead customers about the item's appearance, construction, or features.
Product availability is managed by the seller.
If an item becomes unavailable after an order has been placed, the seller must promptly inform the buyer and provide the appropriate remedy, including a refund where required by law.
VELOPHONE may provide inventory-management tools but cannot guarantee that every seller's stock information is accurate at all times.
7. Product Prices, Taxes and Fees
Product prices are established by the respective sellers.
Unless otherwise stated, prices for Ghana-based stores are displayed in Ghana Cedis (GHS/GH₵).
Sellers are responsible for setting lawful prices, correctly applying applicable taxes, and complying with relevant tax obligations.
Where taxes are included in advertised prices, this should be made clear.
Before the buyer completes a purchase, the checkout should display the total amount payable, including applicable delivery charges and any disclosed transaction or service fees.
Platform and payment fees
Depending on the arrangement with a seller and the payment method selected, service or processing fees may apply.
Any fee payable by a buyer must be disclosed before payment confirmation.
Fees charged to sellers are governed by the applicable seller service agreement or published merchant pricing schedule.
VELOPHONE will not impose undisclosed charges on buyers.
8. Placing an Order
When a buyer selects products from a participating store and proceeds to checkout, the order is submitted to the seller through VELOPHONE.
Before completing the purchase, buyers should review their selected products, quantities, prices, sizes, delivery information, and total amount.
The checkout process should provide an opportunity to identify and correct input errors.
Once payment has been successfully approved and an order confirmation has been issued, the order is recorded as confirmed, subject to applicable legal rights and the seller's lawful fulfilment obligations.
The sale contract for the products is generally between the buyer and the identified seller.
VELOPHONE provides the technical platform through which the transaction is initiated, recorded, and managed.
An order confirmation does not guarantee that an item has already been dispatched or delivered.
The seller remains responsible for fulfilling the confirmed order.
9. Payments and Payment Processing
VELOPHONE offers sellers access to supported electronic payment services through Novlex Pay.
Payment processing may involve authorised payment partners, including Blue Penguin, depending on the transaction type and applicable service arrangements.
Supported payment methods may include mobile money, payment cards, or other payment options enabled for the seller.
The availability of a particular method may vary.
Payment transactions may be subject to authentication, authorisation, fraud prevention, processing limits, provider rules, and financial institution requirements.
Payment security
The platform is designed to avoid requiring sellers to directly collect or store sensitive card credentials through their storefronts.
Card numbers, card security codes, payment PINs, and other sensitive payment credentials should be handled only through the relevant secure payment systems.
Sellers and buyers must not attempt to bypass approved payment channels or request another person's confidential payment credentials.
Payment confirmation
A payment is treated as approved once the applicable payment provider returns a successful transaction status.
If a buyer is debited but payment confirmation is unsuccessful or delayed, the transaction may require verification.
Novlex Pay and the relevant payment provider may investigate transaction discrepancies and assist with appropriate reversals or refunds.
The legal responsibilities of payment providers remain subject to applicable law and their authorised service arrangements.
10. Merchant Settlements
Where VELOPHONE provides payment reporting or settlement information to sellers, the applicable seller agreement will govern how settlement services operate.
Seller settlements may be subject to provider processing schedules, transaction fees, reconciliation, bank or mobile money processing times, and other agreed conditions.
Settlement information displayed on the platform may include payments received, processing charges, refunds, reversals, and amounts pending settlement.
A successful customer payment does not necessarily mean that the payment provider has already completed settlement to the seller.
Any permitted settlement delay, reserve arrangement, withholding, reversal, or deduction must have an appropriate legal or contractual basis.
VELOPHONE and Novlex Pay will not treat customer payments or merchant settlement funds as their own unrestricted funds merely because a transaction appears on the platform.
11. Seller Responsibilities
Sellers using VELOPHONE agree to operate their businesses honestly, responsibly, and in accordance with applicable laws.
Each seller is expected to:
Provide accurate business and contact information.
List genuine and lawful products.
Display accurate prices and product details.
Keep inventory information reasonably current.
Fulfil orders within agreed or legally required periods.
Communicate material delivery delays.
Handle customer complaints fairly.
Respect applicable cancellation, return, and refund rights.
Maintain appropriate records of sales.
Protect customer information.
Comply with applicable tax and regulatory requirements.
Avoid misleading marketing and fraudulent transactions.
Sellers must not use VELOPHONE to conduct unlawful business activity, process fictitious sales, misrepresent product availability, or misuse customer payment information.
A seller's failure to meet these responsibilities may result in investigation or proportionate restrictions on the seller's access to platform services.
12. Delivery and Order Fulfilment
Unless expressly stated otherwise, product packaging, dispatch, and delivery are managed by the seller or the seller's appointed logistics provider.
Delivery charges, estimated timelines, eligible delivery areas, and relevant fulfilment conditions should be disclosed before checkout.
Buyers are responsible for providing accurate delivery information.
Sellers must make reasonable efforts to meet their stated delivery commitments and comply with applicable legal requirements.
Where a seller cannot fulfil an order, the seller must inform the buyer and provide the appropriate cancellation or refund remedy.
VELOPHONE may provide order-tracking and notification tools to support the process.
However, the availability of these tools does not make VELOPHONE the delivery provider unless a separate delivery service is expressly offered.
13. Returns, Exchanges and Cancellations
Returns and exchanges are ordinarily handled by the seller from whom the product was purchased.
Each seller must make its applicable return and exchange arrangements available to buyers.
A seller's policy must comply with Ghanaian law and must not remove mandatory consumer rights.
Under Ghana's Electronic Transactions Act, eligible online purchases of goods generally carry a statutory cancellation period of 14 days after receipt, subject to the exceptions established by law.
Where this cancellation right applies, buyers may cancel without providing a reason or paying a penalty, although the direct cost of returning the goods may be payable by the buyer.
Certain goods, including qualifying goods made to a customer's specifications, may be excluded from this cancellation right.
Buyers may also have separate legal remedies where products are defective, incorrect, or materially misdescribed.
VELOPHONE may provide communication and order-management tools to support return requests, but the seller remains responsible for its product-related legal obligations.
14. Refunds and Reversals
A buyer may be entitled to a refund where an order is validly cancelled, the goods are unavailable, the product is defective, a payment was duplicated, or another refund entitlement arises under applicable law.
Seller refunds
The seller is responsible for determining and fulfilling product-related refund obligations in accordance with applicable law.
Where the payment has already been settled to the seller, the seller may be required to provide the necessary funds or authorisation for a payment refund.
Payment-related refunds
Novlex Pay and its payment partners may assist with initiating, processing, verifying, or reconciling approved refunds and payment reversals.
Refund processing may depend on the payment method and relevant provider.
Transaction disputes
A payment chargeback, reversal, or provider dispute does not necessarily determine whether the underlying product complaint is valid.
Payment disputes and product-related claims may be investigated separately.
Nothing in these terms excludes the responsibility of VELOPHONE, Novlex Pay, the seller, or a payment provider where applicable law places responsibility on that party.
15. Customer Complaints and Dispute Assistance
We want buyers and sellers to resolve concerns fairly and without unnecessary difficulty.
For issues relating to product quality, incorrect items, stock availability, delivery, or product exchanges, buyers should ordinarily contact the seller first.
For issues involving checkout errors, unsuccessful payment confirmations, payment-status discrepancies, or other platform-related problems, customers may contact the VELOPHONE support team.
Where appropriate, VELOPHONE may facilitate communication between a buyer and seller, review platform records, or refer payment-related issues to Novlex Pay and the relevant payment partner.
We may also review complaints concerning fraudulent or misleading seller conduct.
However, VELOPHONE's role in assisting with a dispute does not automatically make it the contracting seller or transfer every seller obligation to Novlex Pay.
Buyers retain their right to pursue available remedies against the responsible party under applicable law.
16. Fraud Prevention and Platform Security
We are committed to maintaining a safer environment for online transactions.
VELOPHONE and Novlex Pay may use reasonable security and monitoring measures to identify suspicious transactions, unauthorised access, fraudulent orders, and potential misuse of the platform.
Where justified, we may request appropriate verification information, restrict affected platform functionality, or refer suspicious activity to the relevant payment provider or competent authority.
These measures must be applied in accordance with applicable law and relevant contractual obligations.
Important security