Return and Refund Policy

Refund Eligibility

Refund requests are generally not applicable to most services as transactions involve the transfer of funds or payment for services that are typically irreversible. However, under certain circumstances, we will consider refund requests on a case-by-case basis, subject to the following conditions:

• Unauthorized Transactions: If a transaction was not initiated by you, you must contact us immediately and provide the necessary details, including transaction ID or session ID, along with any photographic evidence (such as a screenshot of the failed transaction). You must report such incidents within 14 days of the transaction date. If we determine the transaction was unauthorized, we will take necessary steps to reverse or refund the amount.
• Transaction Errors: In the event of a technical error on our platform that results in a failed transaction or incorrect transfer, we will issue a refund once the issue is verified. Users must provide the transaction ID or session ID and a screenshot of the error, as well as any other relevant details to assist in our review. Refund requests must be submitted within 14 days from the date of the transaction failure.
• Duplicate Transactions: If a user accidentally performs a duplicate transaction (for example, transferring the same funds to the same recipient), a refund request may be made. You must notify us within 14 days of the transaction and provide transaction details, including the transaction ID and any proof of the duplicate transaction (e.g., screenshots, proof of payment).

For any other refund-related concerns, users are encouraged to reach out to our support team. Requests outside of the above conditions may be evaluated and handled based on specific circumstances.

Required Details for Refund Requests

To process your refund request efficiently, please provide the following information:

• Transaction ID or Session ID: Every transaction on the platform is assigned a unique transaction ID or session ID, which you must include when requesting a refund.
• Screenshot or Photographic Proof: If the transaction failed or was unauthorized, you must provide a screenshot showing the failed transaction or any photographic proof relevant to the issue. This may include error messages, payment confirmation receipts, or any relevant documents.
• User Email: Provide the email address registered on your account so we can locate your transaction records and verify the request.
• Account Number: Provide your account number for verification purposes.
• Sender Account Number: If applicable, provide the sender's account number if you are requesting a refund related to a transaction involving a different party.

Refund requests without the required details will not be processed. Ensure you submit complete and accurate information to avoid delays in the resolution of your request.

Non-Refundable Products and Subscriptions

We provide a wide range of services on our platform, including financial transactions, bill payments, and subscriptions to external services. Please note that:

• Successfully Processed Transactions: Once a transaction is successfully processed and the funds have been transferred or services rendered, refunds are generally not applicable. This includes money transfers, bill payments, and other similar services.
• Product and Service Deliveries: Any products or services purchased from WHOGOPAY AFRICA LIMITED are non-refundable once they have been successfully delivered or provided to the user. This includes commodities, electronic devices such as POS terminals, and e-services such as subscriptions to external services facilitated via our platform.
• Subscription Services: For services that involve subscription-based access (such as recurring payments for external services), no refunds will be provided once the subscription has been activated, unless the service provider offers a refund policy. We recommend reviewing the terms of the third-party subscription service before making any payments.

If any of the above services or products are delivered to your satisfaction or in accordance with your order, refunds will not be issued. You are responsible for ensuring all transaction details are correct before proceeding.

Refund Timeframe

Refund requests must be submitted within 14 calendar days from the date of the transaction, or from the date you became aware of the issue (whichever occurs first). Requests outside of this timeframe will not be processed. Refunds will generally be processed within 7-10 business days after approval, depending on the payment method used.

Once your refund request has been approved, the refunded amount will be credited to your account or original payment method. Please note that the time it takes for the refund to reflect in your account may vary depending on your bank or financial institution.

Transaction Disputes

If a dispute arises between you and another party regarding a transaction, we strongly encourage you to resolve the issue directly with the involved party. If the dispute cannot be resolved, you may contact us for assistance. However, please note that WHOGOPAY AFRICA is not responsible for resolving disputes between users unless there is a violation of our terms and conditions.

How to Request a Refund

If you meet the criteria for a refund, please follow these steps to submit your request:

• Go to the Contact Us page and submit your refund request.
• Provide the necessary information: transaction ID or session ID, sender and receiver account numbers, proof of transaction failure or issue, and your registered email address.
• Attach any relevant screenshots or photographic proof to support your claim.
• Our team will review your request within 5-7 business days and contact you with the outcome of your request.

Policy Updates

We reserve the right to update this Return and Refund Policy at any time. Any changes will be posted on this page, with an updated "Last Revised" date. Please review this policy periodically to stay informed about our procedures.