1. Introduction
This Escrow and Financial Transparency Policy explains how payments, escrow, and financial transactions work on the Hayah Platform. We believe in transparency — you should understand exactly how your money is handled.
This policy applies to all financial transactions conducted through the Hayah Platform and supplements the Terms of Use.
2. The Escrow System
2.1 What is Escrow?
Escrow is a secure financial arrangement where funds are held by a neutral third party (Pawuricloud) until a transaction is completed. For Hayah, this means:
- Client pays the agreed amount into escrow
- Funds are held securely by Pawuricloud
- Provider is paid ONLY after Client confirms job completion
- Both parties are protected — Clients don't pay for incomplete work, Providers know funds are secured
2.2 Why We Use Escrow
- For Clients: Your money is safe. You only pay when you're satisfied.
- For Providers: You know payment is available. No chasing clients for payment.
2.3 How Escrow Works
Step 1: Client accepts quote → Step 2: Client pays into escrow
Step 3: Provider completes work → Step 4: Client verifies with OTP
Step 5: Funds released to Provider → Step 6: Transaction complete
3. Payment Process
3.1 Making a Payment (For Clients)
- After accepting a quote, you will be prompted to pay
- Select your payment method (Ecocash, OneMoney, Zipit, Bank Transfer, Card)
- Enter payment details and confirm
- Funds are immediately placed in escrow
- You receive confirmation of payment
- Provider is notified that funds are secured and work can begin
3.2 Payment Methods
- EcoCash: Instant payment from your mobile money wallet
- OneMoney: Instant payment from your OneMoney wallet
- Zipit: Bank transfer through Zipit
- Bank Transfer: Direct EFT / RTGS (may take 1–2 business days)
- Visa / Mastercard: Card payments (where available)
- Cash: For off-platform payments with commission lock (see Section 7)
3.3 Payment Confirmation
You will receive confirmation when:
- Payment is successfully processed
- Funds are placed in escrow
- Provider is notified and can begin work
3.4 Failed Payments
If a payment fails:
- You will be notified immediately
- Funds will not be deducted from your account
- You may try again with the same or different payment method
- If issues persist, contact support
4. Releasing Payment (OTP Verification)
4.1 What is OTP Verification?
OTP (One-Time Password) verification is the mechanism by which Clients confirm job completion and authorize payment release.
4.2 How OTP Works
For Providers:
- Complete the job as agreed
- Request OTP verification through the Platform
- System generates and sends 6-digit OTP to Client
- Client enters OTP to confirm completion
- Funds are released to your wallet
For Clients:
- Provider requests completion
- You receive 6-digit OTP in-app account, via SMS and/or WhatsApp
- Inspect the completed work
- If satisfied, enter OTP in the app
- Funds are released to Provider
- You may leave a review
4.3 OTP Validity
- OTPs are valid for 15 minutes
- If expired, Provider must request a new OTP
- OTPs are single-use only
- Each job completion requires a new OTP
4.4 Effect of OTP Entry
Entering OTP confirms:
- The job is complete
- The work meets your expectations
- Funds may be released from escrow
- The provider may be paid
- The job may be closed
- You may submit a review
OTP entry is final and binding. It cannot be undone.
4.5 If You Don't Enter OTP
- Funds remain in escrow
- Provider is not paid
- After 7 days with no OTP and no dispute, we may investigate
- We may release funds or refund based on available evidence
4.6 Requesting a New OTP
If OTP expires or is entered incorrectly:
- Provider can request a new OTP
- New OTP is generated and sent
- Previous OTP is invalidated
5. Fees and Commissions
5.1 Provider Fees
Monthly Subscription Fee:
- Current fee: Published on www.Hayah.africa
- Billed monthly in advance
- Non-refundable
- Grants access to Platform features
Transaction Commission:
- Percentage of job value: Communicated to Hayah providers from time to time
- Deducted automatically from escrow before release
- Varies by service category
- Disclosed before quote acceptance
5.2 Client Fees
- Currently, no Platform fees for Clients
- Standard payment processing fees may apply
- Any future Client fees will be disclosed with notice
5.3 Payment Processing Fees
- Ecocash/OneMoney: % disclosed at transaction
- Card payments: % disclosed at transaction
- Bank transfers: May include bank charges
- These are in addition to Platform fees
5.4 Fee Deduction Example
| Item | Amount (USD) |
|---|
| Job Value | $100.00 |
| Commission (10%) | −$10.00 |
| Payment Processing Fee (2%) | −$2.00 |
| Net to Provider | $88.00 |
5.5 Fee Changes
- Fees may change within 30 days’ notice
- Changes published on website
- Jobs accepted before change use previous fee structure
6. Withdrawals
6.1 For Providers: Accessing Your Funds
- Ensure you have available balance in your wallet
- Go to Wallet → Withdraw
- Enter amount to withdraw
- Select account to receive funds or crediting your Hayah wallet
- Confirm and submit
- Funds are processed (subject to approval)
6.2 Withdrawal Methods
| Method | Processing Time | Fees |
|---|
| EcoCash | Within 24 hours | % or fixed fee |
| OneMoney | Within 24 hours | % or fixed fee |
| Zipit | Within 24 hours | % or fixed fee |
| Bank Transfer | 1-2 business days | % or fixed fee |
6.3 Withdrawal Limits
- Minimum withdrawal: Published on Platform
- Maximum withdrawal: Published on Platform
- Daily limits may apply for security
6.4 Withdrawal Approval
- Withdrawals are subject to security review
- May be approved or rejected based on review
- Rejected withdrawals will have reason provided
- Funds remain in wallet if rejected
6.5 Withdrawal Status
- Pending: Request received, under review
- Approved: Approved, being processed
- Processing: Being sent to payment provider
- Completed: Successfully sent
- Failed: Processing failed, funds returned
- Rejected: Request rejected
7. Off-Platform Payments and Commission Lock
7.1 What Are Off-Platform Payments?
Some jobs may be arranged through the Platform but paid in cash outside the Platform. This is permitted only with commission lock activated.
7.2 Commission Lock
For off-platform cash payments:
- Provider's commission is locked from their wallet
- Job can proceed with cash payment
- Upon completion, commission is released to Hayah Platform
- Provider retains the cash payment
7.3 Requirements
- Must be explicitly designated as off-platform payment
- Commission lock must be activated before work begins
- All other job requirements (evidence, OTP) still apply
- Attempting to bypass commission lock is prohibited
8. Refunds
8.1 When Refunds Apply
- Client cancels before provider acceptance (full refund to client)
- Provider cancels after payment (full refund to Client)
- Job not completed as agreed (partial or full refund to client)
- Duplicate payment (full refund of duplicate)
- Dispute resolved in Client's favour
- Technical error resulting in incorrect charge
8.2 Refund Process
- Refund initiated by Client request, dispute resolution, or Platform action
- Funds returned from escrow to Client's wallet
- Client notified of refund
- Funds available for withdrawal or future use
- Provider notified (if applicable)
8.3 Refund Timing
- Escrow refunds: Immediate to wallet
- Wallet to original payment method: 3-5 business days depending on method
- Card payments: May take 5-10 business days to appear
8.4 Partial Refunds
In some cases (dispute resolution, partial completion), partial refunds may be issued:
- Portion returned to Client
- Portion released to Provider
- Both parties notified
9. Disputes and Financial Hold
9.1 Financial Hold During Disputes
When a dispute is opened:
- Funds in escrow are frozen
- No payments are released
- No refunds are processed
- Funds remain frozen until dispute resolution
9.2 Dispute Resolution Outcomes
- In favour of Client: Full or partial refund from escrow
- In favour of Provider: Full or partial release from escrow
- Split Decision: Percentage to each party
- Cancellation: Funds returned to Client
9.3 Dispute Evidence
Decisions are based on Platform Evidence only that includes:
- In-app messages
- Uploaded photos and videos
- GPS location logs
- Timestamps and activity logs
- OTP records
- Job details and quotes
9.4 Dispute Timeline
- Dispute must be opened within 7 days of job completion or non-completion
- Resolution target: 5 business days
- Complex cases may take longer
10. Currency and Exchange Rates
10.1 Supported Currencies
Hayah currently supports:
- United States Dollar (USD)
- Zimbabwe Gold (ZWG)
10.2 Currency Selection
- Jobs may be quoted in USD or ZWG
- Clients may pay in either currency
- A job raised in one currency will be settled in that particular currency, no exchange rates will be applied within the Hayah transactions
10.5 Government Currency Changes
If the Government of Zimbabwe changes the official currency:
- We will adjust Platform accordingly
- Existing balances will be converted at official rates
- Users will be notified of changes
- Transactions may be temporarily suspended during transition
11. Taxes and Withholding
11.1 Value Added Tax (VAT)
- Current VAT rate: 15.5% (subject to change)
- Applied to Platform fees where applicable
- Disclosed in transaction details
11.2 Intermediated Money Transfer Tax (IMTT)
- Current rates: ZWG 1.5%, USD 2% (subject to change)
- Applied to electronic transactions
- Automatically deducted by payment processors
11.3 Digital Services Tax
- May apply to certain transactions
- Where required, deducted and remitted to ZIMRA
11.4 Withholding Tax
- May apply to payments to non-resident Providers
- Deducted at source where required
- Tax certificate provided
11.5 Tax Changes
All tax rates are subject to change by the Government of Zimbabwe without notice. We will apply new rates immediately upon change.
12. Financial Transparency
12.1 Transaction History
All users can view:
- Complete transaction history
- Payment status
- Fee breakdown
- Withdrawal history
- Escrow status
12.2 Receipts
For every transaction:
- Digital receipt generated
- Available in app and via email
- Includes all details: amount, fees, date, reference
- Tax-compliant format
12.3 Wallet Statements
- Monthly statements available
- Downloadable in PDF/CSV
- Shows all activity
- Suitable for record-keeping
12.4 Fee Disclosure
All fees are disclosed:
- Before transaction confirmation
- In transaction summary
- On receipts and statements
- On website fee page
13. Security Measures
13.1 Account Security
- Two-factor authentication available
- Login notifications for new devices
- Suspicious activity alerts
- Password requirements
13.2 Transaction Security
- All transactions encrypted
- Fraud monitoring systems
- Unusual transaction flags
- Manual review of suspicious activity
13.3 Payment Verification
- Payment confirmations required
- Withdrawal approvals
- Identity verification for large transactions
- Anti-money laundering checks
13.4 Reporting Suspicious Activity
Report suspicious financial activity to:
14. Limitations and Risks
14.1 No Bank Guarantee
Funds held in escrow are not bank deposits and are not guaranteed by any deposit protection scheme.
14.2 Payment Delays
Occasional delays may occur due to:
- Bank processing times
- Technical issues
- Verification requirements
- Public holidays
14.4 Force Majeure
We are not liable for payment delays caused by events beyond our control (bank failures, telecommunications outages, government actions, etc.).
15. Contact Information
For questions about payments, escrow, or financial matters:
Financial Support: finance@hayah.africa
Disputes: admin@hayah.africa
Fraud Reporting: admin@hayah.africa
Pawuricloud Private Limited
Harare, Zimbabwe
16. Updates to This Policy
We may update this Escrow and Financial Transparency Policy from time to time. We will notify users of material changes through the Platform or via email.