Refund policy – XPAYE

This Refund Policy defines the conditions, timeframes and procedures applicable to refund requests made via the XPAYE platform.

XPAYE acts as a payment orchestration and processing platform. Goods or services purchased via the platform are provided by independent partner merchants.

Refund requests fall primarily within the contractual relationship between the end customer and the merchant concerned.

The merchant remains responsible for:

• Reviewing requests
• Validating or refusing the refund
• Compliance with its own commercial policy

Any refund request must be sent directly to the merchant concerned in accordance with their general terms and conditions.

The merchant must review the request within a reasonable timeframe and notify the customer of its decision.

XPAYE may intervene as a technical facilitator in the following cases:

• Transaction processing error
• Suspected fraud
• Transactional dispute
• Merchant account suspension or closure

In the event of merchant account suspension or closure, XPAYE may, to protect end customers and ensure regulatory compliance, directly initiate refunds for pending transactions.

When a refund is validated:

• It is initiated within a period generally between 5 and 10 working days
• The actual timeframe depends on banking institutions and card network rules

XPAYE cannot be held responsible for banking delays beyond its control.

A refund may be refused in particular in cases of:

• Non-compliance with merchant conditions
• Insufficient justification
• Signs of fraud or abuse

In the event of a bank dispute initiated by the customer (chargeback), the procedure is governed by card network and acquiring partner rules.

The merchant remains responsible for providing the necessary supporting documentation.

Disputed amounts and associated fees may be deducted from the merchant's funds in accordance with applicable contractual conditions.

XPAYE acts as a technical coordinator without substituting for the merchant's contractual obligations.

For any questions regarding a refund request:

support@xpaye.africa