This is a draft, waiting for review by our lawyers, and isn't in force yet. Highlighted parts are still to be filled in or confirmed.
The business decides
When you pay a business through Xtopay, you're buying from that business, not from Xtopay. So whether you can have your money back for something you bought, and when, is up to the business and its own refund policy.
To ask for a refund, contact the business. Its phone number or email is on your receipt, with the payment's reference (it starts with XTP-). If the business doesn't answer, or won't help with something it should, tell us: our complaints process says how.
For businesses: refunding a customer
Tell your customers your refund policy before they pay, for example in your page's message or your link's description, and keep to it.
Refunds from the dashboard are on their way: you'll choose a payment, refund all of it or part of it, and the money goes back to the customer the way they paid. Until then, refund a customer by sending the money back to their Mobile Money number, for example with a transfer, or contact us and we'll help.
A refund comes out of your balance. If your balance isn't enough, it's taken from your next payments.
Xtopay's fee on a refunded payment
When you refund a payment, Xtopay's fee on it isn't returned, as the payment was still collected and settled. [Or: the fee is returned in proportion to the amount refunded.]
When a payment goes wrong
Sometimes the money leaves a customer's wallet or card, but the payment doesn't go through: a network drops, or a payment is taken twice. Here's what happens:
- Money taken, payment failed: we check with our payment partner and the network. The money is either returned to you, or the payment completes and the business gets it.
- Charged twice: the extra payment is returned to you once we've confirmed it.
- Wrong amount: ask the business first. If the error was ours, we'll put it right.
- A payment you didn't make: tell your network or bank, and us, straight away.
Contact us at hello@xtopay.co with the reference, your phone number and when you paid. We aim to put it right within 5 working days, though a network or bank may take longer to return the money.
Card disputes
If you paid by card, you can also ask your bank to dispute the payment (a chargeback). The bank asks the business, through us, to show that the payment was genuine, and decides. If it decides for you, the money is returned to your card and taken from the business's balance.
Refunds of our own fees
Signing up for Xtopay is free and there's no monthly charge, so there's nothing to refund if you stop using it. If we've charged your business a fee by mistake, we'll return it to your balance as soon as we find it, or when you show it to us.