Payment Policy

Last updated: 10 September 2026

All prices on ELOHUBS are in Rwandan Francs (RWF). The total you see at checkout is the total you pay: mobile money payments carry a 3% processing fee and card payments 3.5%, shown as its own line before you confirm, and cash on delivery carries none. There are no other surcharges. The current rate is published in the Fees and Withdrawals Policy. Online payments are processed by our licensed payment partner, XentriPay.

1. Payment methods

• MTN Mobile Money and Airtel Money. After you place the order, a payment prompt appears on your phone. Approve it with your PIN to complete the purchase. No prompt? Dial the carrier menu (*182# for MTN, *185# for Airtel) and approve the pending payment there.
• Cards (Visa, Mastercard). You are redirected to the payment partner's secure page to enter your card details, then returned to your order. Card details never touch ELOHUBS servers.
• Cash on delivery (COD). Pay in cash when the goods arrive. Every COD order has a one-time confirmation code in your order page; share it with the courier only after you inspect and accept the goods. The code is what marks the order as delivered and paid.

2. When you are charged

• Mobile money and card payments are charged when you approve or complete the payment, right after placing the order.
• COD is paid at your door, after inspection.
• An order with an unfinished online payment is saved. You can retry the payment from the order page at any time, and we email you the moment a payment confirms.

3. Payment confirmation

Payment status updates automatically: the order page refreshes itself while a payment is pending, and you receive an email receipt when it completes. If a payment fails or times out, nothing is charged and you can try again or switch methods.

4. Failed or duplicate charges

If money left your account but the order still shows unpaid, do not pay again. Mobile money holds usually reverse automatically within minutes. If the order has not updated within 30 minutes, contact support with your order number and the transaction ID from your carrier SMS; we reconcile every payment with our payment partner and resolve mismatches.

5. Refunds

Refunds follow the Return & Refund Policy: approved amounts go to your mobile money account (or, where supported, back to the original payment method) within 5 to 10 business days of the decision.

6. Seller payouts

Proceeds from online payments are collected by our payment partner and credited to the Seller's ELOHUBS balance. Payouts requested by Sellers are processed in daily runs to their mobile money account. The minimum withdrawal, the flat withdrawal fee and timing are set out in the Fees and Withdrawals Policy and the Terms & Conditions (section 4).

7. Security and fraud

• All payment traffic is encrypted, and card entry happens only on the payment partner's PCI-compliant pages.
• We never ask for your mobile money PIN, card number or password by phone, email or chat.
• We may hold or cancel orders that show signs of fraud, and report abuse to the authorities.