Client Protections
This page answers the question that every diaspora investor should ask before sending money anywhere: what structures exist to protect me if something goes wrong?
01
Your money is never transferred directly to a professional
When you pay an engagement fee or success fee, the funds are received by OWNperty — not forwarded to any individual. The professional working on your request cannot access the money until your advisor confirms that the agreed deliverables have been completed and evidenced.
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.
The engagement fee is non-refundable once professional work has commenced. If no work has begun and you withdraw within the cancellation window defined in your engagement agreement, a refund may be available minus any administrative costs. Success fees are only charged on confirmed, evidenced delivery — if delivery is not confirmed, the fee is not released. 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). This satisfies UK and EU GDPR adequacy requirements for diaspora clients. Data is encrypted at rest (AES-256) and in transit (TLS 1.2+). We do not sell, share, or market your personal data to third parties.
OWNperty operates as a managed concierge platform — we do not act as a licensed estate agent or solicitor. The professionals we coordinate are independently licensed in Ghana and are responsible for the professional advice and services they deliver. Our role is platform management, payment protection, and oversight. Legal and professional advice comes from the licensed professional assigned to your request.
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 via the contact page. 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 our trust and safety team directly. 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 via the emergency contact on our contact page. We treat all urgent security concerns as priority and aim to respond within 2 hours during business hours.
Our Commitment
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Fees held in trust
Never transferred directly to a professional
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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
Ready to Start?
These protections are built into every engagement — not optional extras. From day one, your fees are held until delivery is confirmed.