Send & Receive Money in Africa and Beyond

Refund Policy – Moneysasa

1. Introduction

At Moneysasa, we are committed to providing a secure, reliable, and transparent payment platform for our users. This Refund Policy explains the circumstances under which refunds may be issued, the process to request them, and the timeframes involved.

A refund refers to the return of funds to your Moneysasa wallet, linked bank account, or mobile money account when a transaction cannot be completed, is duplicated, or does not meet the expected service delivery. Our goal is to ensure that users can confidently use our platform knowing that errors or platform-related issues are addressed promptly and fairly.

This Refund Policy applies to all transactions made through Moneysasa, including wallet transfers, virtual card payments, eCommerce integrations, and bill payments. It is important to read and understand this policy to avoid misunderstandings and ensure smooth resolution of any issues.

2. Scope of the Refund Policy

This Refund Policy applies to:

  • Wallet Transactions: Sending or receiving funds between Moneysasa users.

  • Virtual Card Payments: Online payments made via the Moneysasa virtual card for shopping, subscriptions, or bill settlements.

  • E-commerce Payments: Payments made to merchants or services integrated with Moneysasa.

  • Bill Payments: Utility bills, subscription services, or other payments completed via the Moneysasa platform.

Note: This policy does not cover transactions that occur outside the Moneysasa platform, such as direct bank transfers or payments made to third-party services independently.

3. Eligibility for Refunds

Refunds may be considered in the following circumstances:

  1. Technical Errors:

    • If a transaction fails due to platform or system errors, resulting in funds being deducted without successful completion.

  2. Duplicate Transactions:

    • If the same amount is deducted more than once for a single intended transaction, the extra charge is eligible for a refund.

  3. Service Not Delivered:

    • If a service or product paid for through Moneysasa is not delivered by the merchant or service provider, a refund request can be submitted.

  4. Incorrect Transaction Amounts:

    • If a user is charged an incorrect amount due to platform error, the overcharged portion may be refunded.

Refunds will not be provided for:

  • Transactions successfully completed to the intended recipient.

  • Fees applied by banks, mobile money providers, or third-party payment processors outside Moneysasa’s control.

  • Transactions canceled at the user’s discretion after completion.

Example Scenarios:

  • Scenario 1: You send $100 to a friend via your Moneysasa wallet, and the system deducts $200 by mistake. You are eligible for a refund of the extra $100.

  • Scenario 2: You purchase an online subscription using a Moneysasa virtual card, but the merchant declines the payment. You can request a refund for the amount that was deducted but not processed.

  • Scenario 3: You send $50 to a verified merchant who receives it successfully. A refund cannot be issued in this case because the transaction was completed as intended.

4. Refund Request Process

Moneysasa has a structured process for refund requests to ensure accuracy, transparency, and timely resolution:

Step 1: Submit a Refund Request

  • Contact Moneysasa support at support@moneysasa.com within 7 days of the transaction.

  • Provide the following details:

    • Transaction ID or reference number

    • Transaction date and amount

    • Reason for requesting a refund

    • Supporting evidence, such as screenshots or bank statements

Step 2: Verification by Moneysasa

  • Our team reviews the refund request by checking transaction logs and platform records.

  • We may contact you for additional information if necessary, such as verifying the recipient account or clarifying technical issues.

Step 3: Decision on Refund

  • Once verification is complete, Moneysasa will determine if the refund is approved or declined.

  • Approved refunds are processed to the original method of payment: wallet, bank account, or mobile money account.

Step 4: Refund Completion

  • Wallet refunds are typically processed instantly or within a few hours.

  • Bank or mobile money refunds may take 3–10 business days, depending on the processing time of the respective financial institution.

Example:
If a duplicate payment of $50 occurred, the refund request is submitted → Moneysasa verifies the transaction → Refund approved → Funds credited back to the wallet within 24 hours.

5. Refund Processing Time

The time required for a refund depends on the payment method:

  • Wallet Refunds: Usually instant.

  • Bank Transfers: May take 3–10 business days depending on the bank and country.

  • Mobile Money Transfers: Typically processed within 1–5 business days.

Note: Moneysasa is not responsible for delays caused by third-party financial institutions or network issues.

6. International Transactions and Currency Conversion

For international payments, refunds may take longer due to currency conversion, banking regulations, and cross-border processing times.

Example:

  • You pay a merchant in USD from Kenya. If a refund is approved, the amount may be converted back to KES at the current exchange rate. The final amount may slightly vary due to currency fluctuations.

7. Refund for Virtual Card Payments

Moneysasa virtual cards are designed for online purchases and bill payments. Refunds for virtual card transactions are subject to:

  • Merchant Policies: Some merchants may not process refunds automatically.

  • Processing Delays: Refunds may take longer to reflect in your wallet depending on the merchant’s banking process.

  • Partial Refunds: Some services may provide only partial refunds if applicable.

Tip: Always keep receipts or confirmation emails when using virtual cards to support your refund request.

8. Refund Denial

Refund requests may be denied if:

  • The transaction was successfully completed and received by the intended recipient.

  • Insufficient or incorrect information was provided during the refund request.

  • The request is submitted after the 7-day eligibility period.

Moneysasa will provide a clear explanation if a refund request is denied.

9. Best Practices for Users

To ensure smooth refund processing, users should:

  • Verify the recipient account or merchant before sending payments.

  • Keep transaction IDs, receipts, and screenshots for all payments.

  • Submit refund requests promptly within the eligibility period.

  • Avoid sharing login credentials to prevent unauthorized transactions.

10. Limitation of Liability

Moneysasa is not responsible for:

  • Delays or errors caused by banks or mobile money providers.

  • Refunds for transactions completed successfully to merchants or other users.

  • Any indirect, incidental, or consequential losses arising from transactions.

Refunds are processed in good faith to address platform-related errors, but external factors may affect timing or completeness.

11. Contact Information

For refund inquiries or to submit a request, contact:

Email: support@moneysasa.com
Support Hours: Monday–Friday, 8:00 AM – 6:00 PM (GMT+3)