Fees and Withdrawals Policy

Last updated: 10 September 2026 (version 1)

ELOHUBS charges no listing fees and takes no commission on sales. This policy sets out the two fees that do exist, the processing fee Buyers pay on online payments and the flat fee Sellers pay when they withdraw, and explains how withdrawals work. It forms part of the Terms & Conditions. Every Seller accepts it when registering a business, and that acceptance is recorded with its date and this policy's version.

1. Summary of fees

2. What Buyers pay

Mobile money (MTN Mobile Money, Airtel Money) and card payments are processed by our licensed payment partner, XentriPay, which charges for each transaction. That cost is passed on as a processing fee of 3% on mobile money and 3.5% on card payments, calculated on the order total and rounded up to the nearest franc. It appears as its own line in the order summary before you confirm, so the total you see is the total you pay.

• Cash on delivery carries no processing fee. You pay the product price and any delivery cost, nothing more.
• The fee is calculated on the order total after discounts and coupons.
• If a payment fails or times out, nothing is charged, including the fee. If an order paid online is refunded, the refund follows the Return & Refund Policy; the processing fee is refunded together with the order amount when the whole order is refunded.
• These are final amounts. Our payment partner does not add VAT to its charges and neither do we.
• There are no other surcharges on ELOHUBS.

3. Your Seller balance

When an order is paid, the full product price is credited to your ELOHUBS balance. Your balance has two parts:

• Pending: money from orders that are not yet delivered or confirmed. It becomes available once the order completes.
• Available: money you can withdraw now. Amounts you have already requested are held against it until the payout completes, and are released back if a payout fails or is cancelled.

Cash on delivery orders are settled directly between you and the Buyer and do not pass through your ELOHUBS balance.

4. Requesting a withdrawal

• Withdrawals go to a Rwandan mobile money account (MTN or Airtel) or to an account at one of the supported Rwandan banks, in your name. The bank list is shown in the withdrawal dialog and the account holder is checked with the bank before the request is accepted.
• The minimum withdrawal is RWF 10,000. Requests below the minimum are not accepted.
• You choose the amount and the receiving number in your Transactions page. Before you confirm, the dialog shows the fee and the exact amount that will be sent.
• While a request is still queued you can cancel it or change the receiving number. Once a payout run has picked it up, it can no longer be changed.

5. The withdrawal fee

Each payout request to a mobile money account carries a flat fee of RWF 500. It is deducted from the amount you request: if you request RWF 20,000, your balance is debited RWF 20,000 and RWF 19,500 is sent to your mobile money account. The fee covers the transfer charge our payment partner applies to every payout and the cost of running the payout service.

• The fee is the same whatever the amount, so fewer, larger withdrawals cost you less overall.
• Bank transfers cost our payment partner more, so a withdrawal to a bank account carries a flat fee of RWF 1,700 instead.
• A request must be larger than the fee; in practice the minimum withdrawal already guarantees this.
• If a payout fails and is not retried, or you cancel it while it is still queued, the full requested amount, including the fee, is returned to your available balance. You only pay the fee on payouts that are sent.
• There is no percentage commission on withdrawals.

6. When the money arrives

• Payouts are sent in daily runs. A request made today is normally included in the next run.
• Once a run has sent your payout, mobile money operators usually credit the account within minutes, occasionally within a few hours. Your Transactions page shows the payout as completed only when the operator confirms delivery.
• Bank transfers go out in the same daily run and are usually credited within one business day, depending on the receiving bank.
• Runs may be paused during payment partner maintenance or a security review; queued requests are kept and sent in the next run.

7. Failed payouts, retries and reversals

• If the mobile money operator rejects a payout (for example an invalid or inactive number), we retry it in the following runs. If it keeps failing, the payout is marked failed, the full amount returns to your available balance and you are notified so you can correct the number and request again.
• If a payout is reversed by the operator after it was sent, the amount is restored to your balance and the payout is marked reversed.
• We may hold a payout connected to a fraudulent, disputed or cancelled order while it is investigated, as set out in the Terms & Conditions (section 4).

8. Changes to fees

We may change the fees in this policy as our costs and the platform change. We give at least 30 days' notice on the platform and by email before we increase a fee of our own or introduce a new one, and update the "Last updated" date and version above. The processing and withdrawal fees pass through the rates our payment partner charges us; if the partner changes its published rates, the matching change takes effect with the notice the partner gives us (at least 7 days), which we relay to you as soon as we receive it. Fee reductions may take effect immediately. Continued selling after the effective date constitutes acceptance of the new fees; if you do not agree, you may withdraw your balance under the previous terms before that date and stop selling.

9. Your rights and contact

Nothing in this policy limits your rights under Rwandan consumer protection law. Fees are stated in Rwandan Francs and include any applicable taxes unless stated otherwise. Questions about a fee, a withdrawal or a payout that has not arrived: contact support from your account with the payout reference shown in your Transactions page, and we will reconcile it with our payment partner.