Client Protections
This page answers the question anyone should ask before committing money to a property decision: what structures exist to protect me if something goes wrong?
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Your money is never transferred directly to a professional
You pay once, after the work is done. Submitting a request, being assigned an advisor, agreeing your brief and having that brief researched all cost nothing. When your report is ready you are told how many options it holds and what you asked for, and the engagement fee opens it. There is no success fee and no commission on what you go on to buy.
Payment is released only after your assigned OWNperty advisor confirms delivery with documented evidence. This is not based on a professional's assurance that the work is done — it requires actual evidence: documents, title searches, completion certificates, or equivalent proof depending on the request type.
If there is any disagreement at the completion stage, funds are frozen immediately. A formal review process is opened by our operations team. Both parties can submit evidence. Our team makes a determination based on documented facts — not verbal accounts. You will be informed of the outcome and timeline.
No. Any request to pay cash, transfer money directly to an individual, or transact outside of the OWNperty platform is a red flag and should be reported to our team immediately. All legitimate fee requests are issued through the platform with a formal payment link.
02
Every professional in our network has passed a formal review
Before any professional is approved to work on OWNperty requests, we verify: their professional licence and registration with the relevant Ghanaian regulatory body, their qualifications and specialisation, professional references, and capacity to take on new engagements. Self-registration is not sufficient — every professional must pass this review before being made active.
Every engagement generates a performance record. Clients rate completed requests and provide feedback. Our operations team monitors SLA compliance, response times, and communication standards across all active professionals. This data informs future assignments and is reviewed at regular intervals.
Professionals who receive poor client feedback, miss SLA thresholds, or fail to communicate appropriately are reviewed by our operations team. Repeated underperformance results in removal from the network. Professionals who are suspended or removed cannot be assigned to new requests — the Verified badge on your dashboard reflects active-only status in real time.
03
As a client, you have defined rights throughout your engagement
Yes. You can submit a data export request from your account settings at any time. We will provide a full export of the personal data we hold within 30 days. This covers your profile, request history, communication records, and KYC status.
You can raise a dispute directly from your request dashboard at any time. Once raised, your case is assigned to an OWNperty operations manager (not the original advisor). The manager reviews all communication history, documents, and evidence. You will receive a formal response within the timescale set out in our terms. If you remain unsatisfied, you can escalate to senior management via our contact page.
Because you pay after the report is compiled, the ordinary risk of paying for something undelivered does not arise — if we never produce a report, you are never charged. Where a report has been opened and you believe it falls short of the brief you approved, raise a dispute: we review it against that brief and refund as a goodwill decision where it is warranted. Add-on services quoted and paid for separately are refundable if the work is not carried out. Full details are in our Terms of Service.
Yes. You can submit an account deletion request from your account settings. We will process the deletion of your personal data in line with our data retention policy and applicable regulations. Note that certain records (audit logs, financial records) may be retained for legal compliance for up to 7 years even after account deletion.
04
How OWNperty handles data and compliance
OWNperty operates under UK GDPR for clients based in the United Kingdom, EU GDPR for clients in European Economic Area countries, and Ghana Data Protection Act 2012 for all transactions and data involving Ghana. We hold personal data only for as long as necessary and apply appropriate safeguards at every layer.
Client data is stored in Google Cloud infrastructure in the EU (Belgium — europe-west1 region), encrypted at rest (AES-256) and in transit (TLS 1.2+). We do not sell, share, or market your personal data to third parties. Our privacy policy sets out who processes your data and how long we keep it, and is candid about the points our legal review has not yet closed — including the transfer position for clients resident in Ghana.
OWNperty is a real estate consulting and advisory company. We do not act as a licensed estate agent or solicitor, we do not sell property, and we are not paid by anyone selling to you. Our role is research, assessment and advice, together with oversight and payment protection. Where a request needs regulated professional work, the professionals we coordinate are independently licensed in Ghana and are responsible for the advice and services they deliver.
The content on this page is provided for information purposes only and does not constitute legal or financial advice. OWNperty's formal commitments to clients are governed by our Terms of Service and any signed engagement agreement. If you have a specific legal question about your rights, we recommend consulting an independent solicitor.
05
How to reach a human when you need one
Your assigned advisor's name is displayed on your dashboard. You can send them a message directly through the request thread at any time. Response times are within 1 business day for standard enquiries; same-day for urgent matters flagged as such.
Step 1: Message your advisor directly through the platform. Step 2: If unresolved after 48 hours, raise a formal dispute from your request dashboard — this escalates to an operations manager. Step 3: For matters unresolved at manager level, submit a written complaint to our senior management team — the contact page sets out how. Step 4: For data protection matters specifically, you may contact the UK Information Commissioner's Office (ICO) or the Ghana Data Protection Commission.
Use the dispute or report function on your request page. You can also email us at support@ownperty.com with “Trust and safety report” as the subject. All reports are treated confidentially and reviewed by our operations team. You will receive a response within 3 business days.
For urgent matters — including suspected fraud, unauthorized access to your account, or any situation where you believe a payment is being diverted — contact us immediately through the platform messaging, or email support@ownperty.com with URGENT at the start of the subject line, which routes it past the normal queue. We treat all urgent security concerns as priority and aim to respond within 2 hours during business hours.
Our Commitment
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Nothing paid upfront
The work is done before you are charged
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Verified professionals only
Licensed, vetted, and performance-tracked
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Formal dispute rights
Independent review process with evidence trail
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These protections are built into every engagement — not optional extras. From day one, your fees are held until delivery is confirmed.