Legal
Refunds and Disputes
How refunds are handled between merchant and customer, and what happens when a payment is disputed.
Effective date: This draft has not yet taken effect.Operating entity: Business identity and registration information will be published before production merchant onboarding opens.
Merchant responsibility
You are responsible for your own refund policy and for honouring it. Publish it where your customers can see it before they pay.
Requesting a refund
Customers should contact the merchant they paid. Merchants initiate refunds from the mPay dashboard for eligible payments.
Timeframes
Processing time depends on the payment method and the provider. Applicable windows are Final refund eligibility, processing-fee treatment and dispute timeframes are currently under legal and operational review..
Payment-method differences
Wallet payments and digital-asset payments behave differently. Digital-asset payments settle on their networks and may not be reversible in the same way as a wallet payment; a refund may need to be sent as a separate payment.
Disputes
Where a customer disputes a payment with their provider, mPay will notify you and may request evidence. The provider's decision is final in respect of that payment. The detailed process is Final refund eligibility, processing-fee treatment and dispute timeframes are currently under legal and operational review..
Fees on refunded payments
Whether a processing fee is returned when a payment is refunded is Final refund eligibility, processing-fee treatment and dispute timeframes are currently under legal and operational review.. Contact mPay for the position applying to your account.
Escalation
If a case is unresolved, escalate to Official domain-based support contact details will be published before production launch. with the payment reference. Never include card numbers or credentials.