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Legal

Refund Policy

How refunds, reversals and disputed payments work on Paysasa.

Last updated: 28 October 2026 · Applies to users in Kenya and across Africa · Version [1.0]

Template: not legal advice. This document is a starting template drafted with Kenyan law and the Central Bank of Kenya (CBK) payments framework in mind. It must be reviewed and adapted by a qualified Kenyan advocate before you publish or rely on it. Replace every [bracketed placeholder], confirm licensing statements and check each statutory reference against the current law.

1. Scope

This policy explains refunds for payments made through Paysasa. It sits alongside the merchant’s own refund terms and your rights under the Consumer Protection Act, 2012. Paysasa processes refunds; the merchant decides whether goods or services qualify, unless the law or an escrow decision says otherwise.

2. If you paid a merchant

Contact the merchant first with your payment reference. Merchants can issue full or partial refunds from their dashboard. Refunds go back to the original method where possible (wallet, M-Pesa, Airtel Money, card or PayPal) and are normally completed within [1 to 5] business days, depending on the provider. Card refunds can take up to [10] business days to appear on your statement.

3. Escrow payments

If you paid through Escrow Safe Trade, funds can be returned to you under the Escrow Terms before release, for example if goods are not delivered or are not as described.

4. Wrong or duplicate payments

If you sent money to the wrong number or paid twice, tell us immediately at [email protected]. We will try to contact the recipient, but we cannot reverse a completed payment without the recipient’s consent or a legal order. Report unauthorised transactions as soon as you notice them so we can investigate and, where the loss is our responsibility, restore your funds.

5. Fees on refunds

Processing fees on the original payment are [refunded / not refunded] when a payment is refunded. [Lawyer and finance to confirm.] Withdrawal and conversion fees that have already been paid to third parties are not refundable.

6. Subscriptions and recurring payments

You can cancel a subscription any time from the merchant’s page or your wallet. Cancelling stops future charges; it does not refund amounts already paid unless the merchant’s terms say so.

7. Card chargebacks

If you dispute a card payment with your bank, the card network’s rules apply. Merchants may be asked for evidence and may be debited if the dispute is lost. Please contact us or the merchant before filing a chargeback, as we can often fix the problem faster.

8. How to ask for a refund

Email [email protected] with your payment reference, the amount, the date and what went wrong. We will acknowledge within [2] working days.