Frequently Asked Questions
Be certain, be convinced & Be confident
Pay Safe is an online escrow platform that securely holds funds between a buyer and a seller until the agreed transaction terms are fulfilled. This ensures that both parties are protected in the process.
1. Buyer and seller agree on transaction terms.
2. Buyer sends payment through Pay Safe.
3. Pay Safe holds the funds securely.
4. Seller delivers the product/service.
5. Buyer confirms satisfaction and gives the go-ahead for the money to be released to the seller.
6. Pay Safe releases the funds to the seller.
If there's a dispute, Pay Safe can step in to review the case.
No. Pay Safe is not a payment gateway. We are an escrow service that integrates with Paystack and Flutterwave to handle secure payments between users.
Anyone aged 18 or above who wants to buy or sell goods or services securely online can use Pay Safe — including individuals, freelancers, small businesses, and vendors.
Creating an account is free. However, Pay Safe charges a service fee per transaction, which will be displayed before the payment is made. Additional fees may be charged by Paystack or Flutterwave.
If you mistakenly approve or send a payment:
Pay Safe is not liable for recovering the funds.
You must double-check all details before confirming payment or release.
We strongly recommend reviewing all details before clicking “Approve
If there is a dispute:
You can raise a dispute within 3 days after delivery or service completion.
Pay Safe will request supporting evidence from both parties.
A decision will be made based on the evidence provided.
If you're eligible, a refund may be issued (minus any applicable fees).
Transactions can be cancelled only:
Before funds are approved or released, and
If both parties agree to the cancellation Once funds are released, cancellation is not possible.
Yes. We use Paystack and Flutterwave to process all payments securely. Pay Safe does not store your credit/debit card or bank information on our servers.
The following are strictly prohibited:
Illegal products or services
Counterfeit items
Weapons or explosives
Adult content or services
Activities related to scams or fraud
Violating these rules will lead to account termination and possible legal action
You can reach us through:
Email: info@paysafegh.com
Phone/WhatsApp: +233202496800
Business Hours: Monday to Saturday 8am - 6pm
Yes. To comply with payment regulations and prevent fraud, users may be required to upload valid ID documents and sometimes proof of address. This helps protect both buyers and sellers and builds trust
Absolutely. Pay Safe is fully optimized for both mobile and desktop. You can access the platform through your mobile or desktop browser.
Pay Safe currently accepts payments through:
Paystack (Card, Mobile Money)
Flutterwave (Card, Mobile Money)
We do not accept cash or direct personal payments.
Yes, but only if both parties agree and Paystack/Flutterwave supports the destination countries. Some currencies or banks may not be supported. Always confirm before transacting internationally.
Refunds (when approved) usually take:
3–10 business days depending on the payment method and gateway used. Pay Safe will notify you once a refund has been initiated.
If a buyer or seller fails to respond within the dispute or confirmation window (e.g., 3 days), Pay Safe may:
Automatically release or refund funds
Make a final decision based on available evidence
No. Once funds are approved and released, they cannot be reversed unless the receiving party agrees to return them. This is why both parties must confirm before release.
Yes. You can request deletion of your account by contacting support. However:
All pending transactions must be completed or cancelled
Your transaction records may be retained for legal and auditing purposes
Yes. Pay Safe supports both digital services and physical goods. However, the platform does not provide delivery or shipping services — that must be arranged separately by users.
Pay Safe operates as a sole proprietorship business and complies with all applicable local laws and payment processing regulations through licensed third-party gateways (Paystack and Flutterwave). For now, it is not a licensed financial institution but functions under general business and e-commerce laws.
Yes. To withdraw funds after escrow release, you’ll need a valid bank account or mobile money wallet.
If a payment fails due to issues from Paystack or Flutterwave:
The transaction will not be confirmed
You can try again or use a different method
If funds were deducted, they will typically be automatically reversed by the processor within a few business days
If you suspect fraud:
Do not release funds
Report the user immediately through the platform
Open a dispute and provide all necessary evidence
Pay Safe investigates all reported activities and reserves the right to suspend or permanently ban fraudulent users.
Understanding Milestones in Pay Safe Escrow
A milestone allows you to structure payments either as a full amount or in parts, depending on the nature of the product or service being purchased. If your transaction involves a one-time payment, you should create a single milestone and fund it with the full amount.
Once a milestone is funded, it signals to the seller that work can begin. After the seller delivers the product or service and the buyer is satisfied, the buyer can click "DISPATCH PAYMENT" to release the funds to the seller.
Important Guidelines
For Buyers:
When you create and pay for a milestone, the money is not immediately sent to the seller. Instead, it is held securely by Pay Safe until you authorize its release. This ensures the seller delivers as agreed before receiving payment.
For Sellers:
Do not begin work until you see that the milestone has been funded. A funded milestone confirms that the buyer has deposited the agreed amount with Pay Safe. If no milestone has been funded, it means the buyer has not paid yet, and you should wait before starting the project.
Here's a step-by-step escrow payment process on the Pay Safe.
✅ Escrow Payment Process on Pay Safe (Buyer-Initiated with Milestones)
Step 1: Buyer and Seller Agree on Transaction Terms
Before using Pay Safe, both parties must agree on:
The product or service to be delivered
The total price
Delivery timeline
Milestone structure (full or partial payments)
Any specific conditions or refund expectations
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Step 2: Buyer Creates an Escrow Transaction
Buyer logs into Pay Safe.
Clicks “Create Escrow” or “New Transaction.”
Inputs the following:
Seller’s username or email
Description of the product/service
Total amount for the transaction
Expected completion date
Submits the escrow request.
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Step 3: Seller Accepts the Escrow
Seller receives notification of the new escrow.
Reviews the transaction details.
If agreeable, the seller clicks “Accept Escrow.”
Only after the seller accepts can the buyer move to the next step.
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Step 4: Buyer Creates Milestone(s)
Buyer sets up payment milestone(s) for the transaction:
Either one milestone for the full amount
Or multiple milestones for partial payments (e.g., 50% upfront, 50% after delivery)
Each milestone includes:
Description of the payment stage
Amount to be paid
Condition to be met before fund release
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Step 5: Buyer Funds the Milestone
Buyer selects the milestone they want to fund first.
Pays via the platform (Paystack, Flutterwave, or other supported method).
Payment is held securely in the Pay Safe escrow system.
Seller is notified that the milestone has been funded.
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Step 6: Seller Starts Work
Seller begins work only after the milestone is funded.
Seller delivers work or product as agreed.
May submit proof of progress or delivery depending on milestone terms.
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Step 7: Buyer Reviews and Approves Delivery
Buyer reviews the delivered work or product.
If satisfied, the buyer goes to the milestone and clicks “Dispatch Payment.”
Funds are then released to the seller for that milestone.
If there are more milestones, the buyer can proceed to fund the next milestone, and the process repeats.
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Step 8: Final Delivery and Completion
Once the final milestone is completed and funds released, the transaction is marked “Completed.”
Both buyer and seller can leave reviews or feedback.
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Step 9: Dispute Resolution (If Required)
If the buyer is not satisfied with a delivery, they can raise a dispute before dispatching payment.
Pay Safe’s support team will:
Review the dispute
Examine proof from both parties
Decide to either release or refund the milestone amount
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💡 Additional Notes:
Buyer controls the release of payment at every milestone.
Seller is protected from non-payment once a milestone is funded.
Buyer is protected from fraud since money is only released when work is confirmed.
Pay Safe may charge a small service fee per transaction or milestone.
Withdrawals are processed within 24 hours on working days (Monday to Saturday).
After registering or signing up, follow these steps:
1. Confirm Your Email Address:
Check your inbox for a confirmation email and click the provided link to verify your email.
2. Submit Your KYC Information:
Provide the required details to complete your identity verification.
3. Create Your First Escrow:
Once verified, you can begin by setting up your first escrow transaction.
PAY SAFE EXPLAINED