Support Policy Page
SAARIDAA COMMERCE – SUPPORT POLICY (FOR ALL USERS)
Effective Date: August 6, 2026
1. INTRODUCTION & SCOPE
This Support Policy ("Policy") governs the standards of service, communication, and problem resolution for all users of the Saaridaa Commerce platform, including Buyers, Sellers, and third-party service providers. This Policy is designed to comply with the Electronic Transactions Act, 2008 (Act 772), the Data Protection Act, 2012 (Act 843), the Payment Systems and Services Act, 2019 (Act 987), and all other applicable laws of the Republic of Ghana [citation:4]. Saaridaa Commerce is committed to providing transparent, fair, and responsive support to all users.
2. USER SUPPORT COMMITMENTS
2.1 Core Support Principles
Saaridaa Commerce is dedicated to ensuring a safe and reliable environment for all users. Our support framework is built on the following core principles: transparency in all communications, responsiveness to user inquiries and complaints, fairness in dispute resolution, and accountability for all platform activities. We recognize that consumer protection in Ghana is currently fragmented across multiple agencies such as the Ghana Standards Authority, Food and Drugs Authority, Bank of Ghana, and the National Communications Authority, each protecting consumers only within their sector mandates [citation:12]. Saaridaa Commerce aims to provide a unified support experience that addresses user concerns regardless of the nature of the issue.
3. INFORMATION DISCLOSURE AND TRANSPARENCY
3.1 Mandatory Information Display
Under Section 47 of the Electronic Transactions Act, 2008 (Act 772), Saaridaa Commerce and all Sellers must make the following information available to consumers on the platform [citation:9]:
The full name and legal status of the supplier, physical address and telephone number, website address and e-mail address, membership of any self-regulatory bodies and their contact details, any code of conduct subscribed to and how to access it electronically, registration details and office bearers of any legal person, a sufficient description of the main characteristics of goods or services to enable an informed decision, the full price including transport costs, taxes and any other fees, the manner of payment, the terms of agreement including guarantees and how these may be accessed, stored and reproduced electronically, the time within which goods will be dispatched or delivered, the manner and period within which consumers can access and maintain a full record of the transaction, the return, exchange and refund policy, the alternative dispute resolution code subscribed to, the security procedures and privacy policy regarding payment and personal information, the minimum duration of agreements performed on an ongoing basis where appropriate, and the rights of consumers as provided for in the Act [citation:9].
3.2 Consumer Opportunity
Sellers must provide consumers with an opportunity to read, store and reproduce the contract terms and general conditions, identify and correct handling errors, and withdraw from the transaction before concluding a contract [citation:9].
3.3 Consequence of Non-Compliance
If a supplier fails to comply with these disclosure requirements, the consumer may cancel the contract within fourteen days of receipt of the goods or services, and the supplier must refund payments made within thirty days [citation:9].
4. CUSTOMER SUPPORT CHANNELS
4.1 Available Support Channels
Saaridaa Commerce provides the following support channels for all users:
- Email Support: contact@saaridaa.com – for written inquiries, complaints, and formal documentation.
- Phone Support: 0540832362 – for urgent inquiries and immediate assistance during business hours.
- Physical Address: Dobile, Opposite School for the Blind Gate, Ghana – for in-person inquiries and returns.
- Seller Centre Portal: For sellers to manage orders, returns, and claims.
- In-App Help Centre: For self-service FAQs and troubleshooting guides.
4.2 Support Hours
Saaridaa Commerce provides support during standard business hours. Emergency support for payment-related issues and system outages is available on an extended basis. Users are encouraged to use email for non-urgent matters to ensure timely responses.
4.3 Response Time Commitments
All user inquiries will be acknowledged within 24 hours of receipt. Complex issues requiring investigation will be escalated and resolved within 5 business days. Payment-related disputes and security incidents will be prioritised and addressed within 48 hours.
5. PAYMENT SECURITY AND LIABILITY
5.1 Secure Payment System Obligation
Under Section 47(5) of the Electronic Transactions Act, 2008 (Act 772), suppliers shall utilize a payment system that is sufficiently secure with reference to accepted technological standards at the time of the transaction and the type of transaction concerned [citation:2][citation:9].
5.2 Supplier Liability for Payment Security
Section 47(6) of the Act provides that the supplier is liable for damage suffered by a consumer due to failure by the supplier to apply a secure payment system [citation:2][citation:9]. This liability extends to losses arising from payment fraud and unauthorised transactions.
5.3 Electronic Transfer Levy (E-Levy)
All qualifying electronic transactions are subject to the Electronic Transfer Levy under Act 1089. Users are responsible for understanding and complying with the applicable levy rates and exemptions. For inquiries regarding the E-Levy, users should contact the Ghana Revenue Authority directly.
6. ANTI-SPAM AND UNSOLICITED COMMUNICATIONS
6.1 Prohibition on Unsolicited Communications
Under Section 50(1) of the Electronic Transactions Act, 2008 (Act 772), a person shall not send unsolicited electronic communications to a consumer without obtaining the prior consent of the consumer, except in the case of a notice sent by an electronic communications provider to a customer in relation to the service [citation:5][citation:9].
6.2 Requirements for Commercial Communications
A person who sends electronic commercial communication to a consumer shall provide the consumer with the option to cancel the subscription to the mailing list of that person, and with the identifying particulars of the source from which that person obtained the consumer's personal information at the request of the consumer [citation:9].
6.3 No Agreement Without Response
An agreement shall not be deemed to have been concluded where a consumer fails to respond to an unsolicited communication, and the consumer is entitled to recover the costs associated with the cancellation of unsolicited communication [citation:9].
6.4 Penalties for Spam Violation
A person who contravenes Section 50(1) commits an offence and is liable on summary conviction to a fine of not more than five thousand penalty units or a term of imprisonment of not more than ten years or to both. A person who continues to send unsolicited commercial communications after cancellation of the subscription commits an offence with the same penalties [citation:9][citation:10].
7. COMPLAINT HANDLING AND DISPUTE RESOLUTION
7.1 Internal Complaint Process
Saaridaa Commerce maintains a structured complaint handling process:
- Stage 1: User submits complaint through available support channels.
- Stage 2: Complaint is logged, acknowledged, and assigned to a support representative.
- Stage 3: Support representative investigates and provides a resolution or proposed solution.
- Stage 4: If unresolved, complaint is escalated to a senior support manager for review.
- Stage 5: Final decision is communicated to the user in writing.
7.2 Alternative Dispute Resolution
Under Section 47(1)(n) of the Electronic Transactions Act, suppliers must subscribe to an alternative dispute resolution code and provide access to it by consumers [citation:9]. Saaridaa Commerce subscribes to the following dispute resolution mechanisms:
- Mediation through the platform's internal dispute resolution team.
- Referral to the Consumer Protection Agency for consumer complaints.
- Referral to the Data Protection Commission for data privacy complaints.
- Referral to the National Communications Authority for telecom-related complaints.
- Referral to the Bank of Ghana for payment-related disputes.
- Arbitration through a recognised alternative dispute resolution provider.
7.3 Regulatory Escalation
Users may escalate unresolved complaints to the following regulatory bodies based on the nature of the issue:
- Consumer Protection Agency (CPA): For general consumer protection complaints.
- Data Protection Commission (DPC): For data privacy and personal information violations. All institutions must have a DPC-certified Data Protection Supervisor responsible for overseeing internal data protection measures [citation:8][citation:11].
- Food and Drugs Authority (FDA): For food, drug, cosmetic, and medical device complaints.
- Ghana Standards Authority (GSA): For product quality and standards complaints.
- Ghana Revenue Authority (GRA): For tax-related issues.
- Cyber Security Authority (CSA): For cybersecurity incidents and digital fraud.
- Bank of Ghana: For payment system and banking-related complaints.
8. DATA PROTECTION AND PRIVACY SUPPORT
8.1 Data Protection Registration
Under the Data Protection Act, 2012 (Act 843), all data controllers must be registered with the Data Protection Commission [citation:3][citation:8]. Sellers on Saaridaa Commerce are required to register as Data Controllers and appoint a Data Protection Supervisor where applicable. The Data Protection Commission has published training guidelines for the Certified Data Protection Supervisor program, which equips professionals with practical skills to interpret the Act, support internal compliance frameworks, and handle data subject requests [citation:8].
8.2 User Rights Under Data Protection Act
All users have the following rights under the Data Protection Act, 2012 (Act 843):
- Right to be informed when personal data is being processed.
- Right to access personal data held by data controllers.
- Right to request correction of inaccurate personal data.
- Right to object to processing of personal data for direct marketing purposes without stating a reason.
- Right to request human review of automated decisions.
8.3 Privacy Compliance
Sellers must obtain prior written consent from consumers before using their personal data for direct marketing in any form of media. Consumers can object at any time to the processing of their personal data for direct marketing by giving written notice to the data controller without stating a reason. Where data was gathered with consent for a specific purpose, it cannot be used for another purpose without prior consent [citation:10].
8.4 Penalties for Data Protection Violations
Penalties for a breach of Act 843 include a fine of not more than 250 penalty units or a prison term of two years, or both, for persons who fail to register as a data controller but engage in the processing of personal data. A fine of not more than 2,500 penalty units or a prison term of not more than five years, or both, applies for persons found liable for the sale of personal data. Where Act 843 does not specify a penalty for an offence, offenders will be liable to a fine of not more than 500 penalty units or a term of imprisonment of not more than ten years, or both, upon conviction [citation:10].
9. SELLER SUPPORT AND OBLIGATIONS
9.1 Seller Information Disclosure Obligations
Sellers must make available on their store profile and product pages the information required under Section 47 of the Electronic Transactions Act, including full name and legal status, physical address and telephone number, website address and e-mail address, membership of self-regulatory bodies, a code of conduct subscribed to, registration details, sufficient description of goods or services, full price including taxes and fees, manner of payment, terms of agreement including guarantees, time within which goods will be dispatched, manner and period for accessing full record of transaction, return, exchange and refund policy, alternative dispute resolution code, security procedures and privacy policy, minimum duration of ongoing agreements, and consumer rights [citation:9].
9.2 Seller Performance Standards
Sellers must execute orders within fourteen days after the day on which the supplier receives the order, unless the parties have agreed otherwise [citation:9]. If a seller is unable to perform because the goods or services ordered are unavailable, the seller shall immediately notify the consumer and refund any payment within seven days after the date of notification [citation:9].
9.3 Seller Support Through Saaridaa
Saaridaa Commerce provides sellers with the following support:
- Seller Centre portal for order management, inventory management, and performance tracking.
- Returns management support through designated Seller Drop-Off Centers and warehouses.
- Training and guidance on platform policies, product listing requirements, and compliance obligations.
- Performance analytics and reporting.
- Dedicated seller support team for inquiries and issue resolution.
10. BUYER SUPPORT AND RIGHTS
10.1 Consumer Rights Under Electronic Transactions Act
Under Sections 47 to 54 of the Electronic Transactions Act, 2008 (Act 772), consumers have the following rights:
- Right to receive full disclosure of supplier information before concluding a transaction [citation:9].
- Right to cancel a transaction for the supply of goods within fourteen days after receipt of goods, or for services within seven days after conclusion of the agreement, without reason and without penalty [citation:9].
- The only charge that may be levied on the consumer is the direct cost of returning the goods [citation:9].
- Right to have the contract voided if the supplier fails to execute the order within fourteen days, or within the agreed period [citation:9].
- Right to a refund within seven days if goods or services ordered are unavailable [citation:9].
- Right not to receive unsolicited commercial communications without prior consent [citation:9].
10.2 Exemptions from Grace Period
The right to cancel without reason does not apply to financial services including investment services, insurance and reinsurance operations, banking services and operations relating to dealings in securities; transactions by way of auction; the supply of foodstuffs, beverages or other goods intended for everyday consumption supplied to the home, residence or workplace of the consumer; services which began with the consumer's consent before the end of the seven-day grace period; goods or services where price is dependent on fluctuations in financial markets; goods that are made to the consumer's specification, by reason of their nature cannot be returned, or are perishable; audio or video recordings or computer software that were unsealed by the consumer; the sale of newspapers, periodicals, magazines and books; the provision of gaming and lottery services; and the provision of accommodation, transport, catering or leisure services where the supplier has commenced the provision on a specific date or within a specific period [citation:9].
10.3 Limitations on Sellers
Sellers are prohibited from blacklisting consumers who exercise their legal return rights under Section 52 of the Electronic Transactions Act [citation:9]. Any provision in an agreement which excludes consumer rights provided for in the Act is void under Section 54 [citation:9].
11. CYBERSECURITY SUPPORT
11.1 Cybersecurity Compliance
Under the Cybersecurity Act, 2020 (Act 1038), all users and businesses operating on the Saaridaa Commerce platform must implement security measures to protect digital infrastructure, report cybersecurity incidents to the Cyber Security Authority, and comply with cybersecurity directives applicable to their sector. For financial services, compliance with the Bank of Ghana's Cyber and Information Security Directive is also required.
11.2 Reporting Security Incidents
Users who experience cybersecurity incidents, including payment fraud, data breaches, or unauthorised account access, must report the incident to Saaridaa Commerce immediately. Saaridaa will coordinate with the relevant authorities and provide support to affected users.
11.3 Consumer Protection Against Payment Fraud
Under the Electronic Transactions Act, consumers who are not acting in collusion with another person shall not be liable to the issuer for loss arising from use of the electronic payment medium by a person who is not acting or being treated as acting as the agent of the holder. Notice of loss must be given to the issuer and takes effect when received; where given orally, it shall be confirmed in writing within fourteen clear days [citation:9].
12. CROSS-BORDER DATA TRANSFERS
12.1 International Data Transfers
For multinational businesses operating on Saaridaa Commerce, cross-border data transfers are critical to Ghana's digital economy and are recognized in the African Union Data Policy Framework. The protocol on digital trade under the African Continental Free Trade Area calls for free flow of data while respecting privacy and security [citation:8]. Companies outside of Ghana can register with the Data Protection Commission after they receive a Tax Identification Number from the Ghana Revenue Authority [citation:8].
12.2 Data Governance for Cloud Services
All data transfers, particularly in the context of cloud services, fintech, and artificial intelligence systems, must be conducted in compliance with Ghana's data protection framework while safeguarding personal data [citation:8]. Strong data governance builds trust, competitiveness, and investor confidence [citation:8].
13. AMENDMENTS TO POLICY
Saaridaa Commerce reserves the right to update this Policy at any time. All users will be notified via email or platform notification of any material changes. Continued use of the platform constitutes acceptance of the updated Policy.
14. GOVERNING LAW
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Ghana, including but not limited to the Electronic Transactions Act, 2008 (Act 772), the Data Protection Act, 2012 (Act 843), the Cybersecurity Act, 2020 (Act 1038), the Payment Systems and Services Act, 2019 (Act 987), and the Anti-Money Laundering Act, 2020 (Act 1044). Any disputes shall be subject to the exclusive jurisdiction of Ghanaian courts [citation:4].
15. CONTACT INFORMATION
For inquiries regarding this Policy, support requests, or complaints, contact Saaridaa Commerce at:
- Email: contact@saaridaa.com
- Phone: 0540832362
- Address: Dobile, Opposite School for the Blind Gate, Ghana
ACKNOWLEDGMENT
By using the Saaridaa Commerce platform, you acknowledge that you have read, understood, and agreed to comply with all provisions of this Support Policy.
END OF POLICY
