1. Who these payment terms apply to
These Payment Terms apply to payments for creative services, equipment rentals and space bookings arranged through BIIA. They form part of our Terms & Conditions. BIIA is operated by XV BIIA Limited, No. 2 Ofori Tibo Road, East Legon, Accra, Ghana. Contact support@biiatheapp.com about a payment.
The client and provider remain responsible for their booking agreement. BIIA facilitates the marketplace and payment process described here. A payment must use an available method shown in the app. The landing page does not collect booking payments.
These terms do not remove rights or remedies that cannot lawfully be excluded. In a payment-related conflict, these Payment Terms take priority over the general Terms; mandatory law takes priority over both.
2. Prices, fees and the amount you agree to pay
Review the final booking summary before confirming. It must identify the agreed service or rental price, currency, duration or quantity, included taxes, BIIA fees, any other disclosed charge and the total. A security deposit, if used, must be identified separately from the booking price.
The BIIA fee is 6% of the provider’s listed price, including applicable sales taxes: 3% is added for the client and 3% is deducted from the provider’s proceeds. If the agreed listed price is GH₵1,000, the client fee is GH₵30 and the provider fee is GH₵30. Before any separately disclosed items, the client pays GH₵1,030 and the provider receives GH₵970.
A promotion or a different fee applies only if disclosed and accepted before confirmation. A later fee change does not alter an existing confirmed booking. BIIA or a provider may not introduce an undisclosed mandatory fee after you have agreed to pay.
For rentals, check the rate unit, minimum period, setup or cleaning time, delivery charges and included accessories or facilities. Extra work, rental extensions and optional services require a recorded agreement on price before they are added.
3. Payment methods and security
Payments are processed by Paystack. Available methods depend on the processor and the booking. The payment screen must show the processor and any method-specific terms or charges before authorisation.
Use only a payment method you are authorised to use. You may need to complete the processor’s security checks. Do not send full card details, security codes, mobile-money PINs or one-time passwords to a provider or BIIA support.
Pay only through the payment route supplied for your booking. If someone gives you unexpected transfer instructions or asks you to bypass that route, confirm with BIIA before paying. Payments made independently outside BIIA may not be visible to our team and cannot be reversed through a payment facility BIIA does not control.
Your bank or payment provider may apply its own currency-conversion or account charges. Those charges should be distinguished from BIIA’s fees and are governed by that provider’s terms. Our Privacy Policy explains payment-related information sharing.
4. Payment and booking confirmation
By completing the Paystack payment steps for a booking, you authorise the amount and payment method shown. Review the total before authorising it. A payment can be pending, successful or unsuccessful; a prompt, attempted charge or temporary reduction in available funds is not by itself confirmation of a completed payment.
Your booking is confirmed only when the provider has accepted it and the required payment has succeeded. Check both the booking and payment status. If money has left your account but confirmation is missing, contact support with the transaction reference before paying again. Declined, withdrawn or expired requests follow the cancellation rules below.
Providers appoint BIIA to arrange collection through Paystack for bookings made through BIIA. Once BIIA or Paystack receives a successful payment for the agreed amount, the client’s obligation to pay that amount is satisfied, unless the payment is subsequently reversed or invalidated. A provider must not require the client to pay again merely because the provider’s payout is delayed; that issue must be raised with BIIA.
A saved payment method, a pending payment or a booking deposit does not create an insured or guaranteed balance. Any separately offered deposit protection or insurance must identify the provider, coverage and applicable terms.
5. Delivery, review and completion
A provider must complete the agreed work before marking it delivered. The client should review the delivery and either accept it or report a problem. For an equipment or space rental, the relevant delivery stage is the end of the agreed rental and return or checkout, rather than the initial handover.
The review period is seven calendar days, starting when delivery is recorded and never earlier than the agreed delivery due date. The app must show the deadline. If the client has neither accepted delivery nor raised a problem by that deadline, the booking may be marked complete automatically.
Report a missing deliverable, incomplete service, rental problem or agreed revision through the available booking controls or email support@biiatheapp.com, quoting the booking reference. A problem raised within the review period must be considered before that booking is treated as completed without objection.
Completion is a booking status. It does not remove rights under law, make a disputed damage charge automatically valid or prevent reporting fraud. Any agreed revision must be recorded; do not assume a revision is included if it was not part of the booking.
6. Provider proceeds and payout timing
The provider’s proceeds are the agreed price less the provider fee and any other deduction disclosed and lawfully agreed for that booking, including an applicable refund or payment reversal. Each deduction must be identifiable; it must not be hidden in an unexplained payout total.
Before the provider accepts a booking, the app must state the event that makes the proceeds payable and the expected processing period for the selected payout method. These terms do not promise an instant transfer or a universal bank-settlement time. Delivery, booking completion and receipt of funds in a bank or mobile-money account are distinct events.
Providers must supply accurate payout details and complete checks reasonably required by the processor or law. Incorrect details, failed checks, a payment dispute or a lawful restriction can delay a payout. Where BIIA places a restriction, it must explain the reason and next step unless the law or a security investigation prevents disclosure.
Providers should report missing or incorrect proceeds with the booking and transaction references. BIIA must account for money collected and amounts owed; a limitation in the general Terms does not allow BIIA to keep proceeds or refunds that are due.
7. Cancellations and rescheduling
Before the provider accepts
A client may withdraw an unaccepted request. If the request is declined, expires or is withdrawn before acceptance, BIIA will arrange release of its payment hold or a refund of the booking amount and BIIA client fee collected for that request. Bank or processor processing times may apply.
After confirmation
The cancellation terms disclosed and agreed before confirmation apply, subject to applicable law. A later change requires agreement. If no cancellation schedule was agreed, the parties should record a fair resolution based on work already performed, evidenced non-recoverable costs and any rights under law; there is no undisclosed automatic cancellation penalty.
If the provider cancels or cannot deliver
The client may agree to reschedule or accept a replacement, but is not required to do so. If no service or rental is supplied and the client does not accept an alternative, the booking amount and BIIA client fee are refundable. Where part of the agreed service was supplied, assess the appropriate adjustment against the agreed scope, evidence and applicable rights.
A safety issue or an event outside either party’s control should be reported promptly. It does not automatically make every payment non-refundable. Any rescheduling agreement must record the new date, availability and price adjustment.
8. Refunds and payment errors
Send a refund or payment-error request to support@biiatheapp.com with the booking reference, amount, reason and relevant records. We will review the booking terms, payment status, evidence and applicable rights, and seek relevant information from both parties. We will explain the decision and how to request a review.
Where a refund is due, BIIA will arrange the part of the refund within its control through the payment processor. Refunds ordinarily return to the original payment method. An alternative route requires appropriate checks and must not send money to an unrelated recipient without a lawful basis.
The confirmation must state the approved amount, treatment of the BIIA fee and any lawfully withheld amount with its reason. For a full refund of an unaccepted request or a provider cancellation with no delivery, the BIIA client fee is also refunded. Other fee treatment must follow the agreed policy and applicable law rather than an assumed blanket “non-refundable” rule.
Processing time depends on the payment method and financial provider. We will supply the status or reference available to us rather than promise a bank-credit date we cannot control. Duplicate or incorrect BIIA charges should be investigated and corrected; do not make a second payment solely because a confirmation is delayed.
9. Rental deposits and damage claims
A security deposit applies only if its amount, purpose, collection method, holder, return conditions and release timetable were disclosed and agreed before the rental. The booking must distinguish a refundable security deposit from a booking deposit or advance payment. Neither is automatically a forfeiture or cancellation fee.
The provider and client should record inventory and condition at collection and return, or at entry and checkout for a space. An alleged loss or damage claim must identify the item or issue, explain why the client is responsible and provide reasonable evidence of the cost, allowing for pre-existing damage and ordinary wear.
The client must have an opportunity to respond before BIIA decides any deduction it controls. A provider’s allegation alone does not authorise a charge to a saved payment method or automatic retention of the full deposit. Any deduction needs a contractual and lawful basis. Any undisputed balance must be handled within the agreed release terms; a dispute does not justify withholding unrelated sums.
If the parties disagree, contact support and preserve messages, photographs, inventory records and cost evidence. Do not assume that BIIA insures the rental, guarantees recovery of a loss or controls a deposit paid directly to someone else. Rental-use and return duties are in the Terms & Conditions.
10. Payment disputes and chargebacks
Contact BIIA promptly if you do not recognise a charge or there is a payment problem. You may also use rights available through your bank, payment provider, regulator or a competent court; contacting BIIA does not remove those rights or extend an external deadline.
During a dispute, we may request relevant evidence and cooperate with the payment processor. A payment under investigation may affect related proceeds where the processor’s rules or law permit. Any recovery from a provider or adjustment to a balance must have a stated basis, be limited to the relevant amount and allow the provider to challenge an error.
Do not submit a knowingly false claim or obtain duplicate reimbursement for the same loss. If a bank reversal and a BIIA refund overlap, tell us so the records can be reconciled. The general dispute provisions apply to unresolved matters.
11. Taxes, receipts and records
Providers are responsible for their own tax obligations and for identifying applicable taxes in their listed or quoted price. Clients should request the invoice or receipt required for their records. BIIA is responsible for taxes and documentation legally applicable to its own fees and activities.
The booking record should distinguish the provider’s charge from BIIA’s fees, taxes, refunds and deposit transactions. Keep the confirmation, payment references and any agreed changes. Where withholding, reporting or identity verification is legally required, BIIA or its processor may request the information needed and explain the requirement.
12. Updates and payment support
The published version will show its effective date. We will give appropriate notice of material changes. New fees or cancellation rules will not be applied retrospectively to an existing confirmed booking without agreement or a lawful requirement.
For payment, refund, payout or deposit support, email support@biiatheapp.com. Include the booking reference and a description of the problem. Never include a password, card security code, payment PIN or one-time code.