Refund & Reversal Policy

This policy explains under what conditions Rizpay will process refunds or reversals for transactions (bill payments, wallet funding, etc.).

1. Refund & Reversal Conditions

1. Failed or Unsuccessful Transactions:

   • If you paid for a service (airtime, data, cable, electricity) and the service was never delivered/activated, you may request a refund.
   • Overcharge or duplicate payment also qualifies for a refund.

2. Funding Overpayment/Underpayment:

   • If you transfer an incorrect amount while funding your wallet (one-time payment method), we can process a refund for the difference (overpayment) or request additional funds (underpayment).

3. Non-Refundable Transactions:

   • Successfully delivered airtime, data, electricity, or cable subscription cannot be reversed.
   • Funds sent to a wrong phone number or account based on user input cannot be reversed by us; you must contact your bank or the recipient.

2. Request Process & Timeline

1. Turnaround Time:

   • Generally, refunds or reversals are completed within 7 business days of a valid request.

2. Refund Request:

   • Submit via the dispute form provided in-app for the specific transaction or at https://www.rizpay.app/contact.
   • You must include transaction details (transaction ID, screenshots, etc.) for verification.

3. Deadline for Disputes:

   • You must notify us within 24 hours of the transaction in question. Failure to do so may result in denial of the refund request.

3. Supporting Documentation

• Users must provide evidence of the failed transaction or error, such as screenshots, transaction IDs, or bank statements.

4. Partial Refunds

• If a service is partially delivered, a partial refund may be credited to your Rizpay wallet. For instance, if a product is partially fulfilled, only the undelivered portion is refunded.

5. Liability for Third-Party Failures

• We disclaim liability for service failures caused by third-party operators. Where possible, we will assist in resolving issues, but no guarantee of a refund can be made if the third-party provider does not cooperate or confirm failure.

6. User Responsibilities

• Correct Information:

  • You are fully responsible for entering correct phone numbers, smartcard details, meter numbers, or bank account numbers.
  • If funds are delivered to an unintended recipient due to incorrect input, Rizpay will not be liable for recovery.

• Timely Notification:

  • Report issues or disputes within 24 hours.