Last updated: 11-05-2025

At ChiwawaPay, we strive to ensure every transaction is fast, secure, and successful. However, we understand that issues may occasionally arise.
This Refund & Dispute Resolution Policy outlines how refunds, failed transactions, and disputes are managed on our platform.

By using our services, you agree to this policy as part of our overall Terms of Service and Service Policy.

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1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Duplicate transactions due to system or user error.

• Failed payments where the customer’s account is debited but the recipient does not receive funds.

• Unauthorized or incorrect charges resulting from technical issues.

• Cancelled orders or transactions that meet the refund criteria of the merchant or partner involved.

Refunds are not applicable for successful transactions or where the error results from the user providing incorrect details (e.g., wrong account or phone number).

2. Refund Process

When a refund is approved, ChiwawaPay will:

1. Validate the transaction details and reason for refund.

2. Confirm with relevant payment networks, banks, or mobile money providers.

3. Process the refund to the original payment source.

Refunds are completed within 3–5 business days, depending on the payment method and banking network.

If delays occur due to third-party processors or cross-border settlements, users will be notified promptly.

3. Refund Channels

Refunds will be credited through:

• ChiwawaPay Wallet, for users with an active wallet balance

Refunds will not be processed in cash or to unverified third-party accounts.

4. Refund Fees

• ChiwawaPay does not charge additional fees for refunds arising from technical or system errors.

• Refunds initiated due to customer or merchant mistakes may incur transaction reversal fees, depending on the payment channel.

Where applicable, such fees will be disclosed before processing the refund.

5. Dispute Resolution

If you encounter a payment issue or disagreement with a transaction:

1. Log in to your ChiwawaPay Dashboard.

2. Go to “Support” → “Open Ticket” → “Dispute Transaction.”

3. Provide full transaction details, reference number, and a short description of the issue.

Our team will review and respond within 24–48 hours.

6. Dispute Review Process

Once a dispute is submitted:

• ChiwawaPay investigates the claim internally and with third-party processors.

• The merchant or counterpart will be contacted for clarification.

• You may be requested to provide supporting documents (e.g., proof of payment or screenshots).

• A decision will be made within 7 business days from the date of submission.

If the dispute involves another financial institution (e.g., bank or mobile operator), resolution time may extend depending on their response.

7. Outcomes of a Dispute

Disputes may result in one of the following:

• Full refund to the customer if the claim is valid.

• Partial refund based on investigation findings.

• Rejection of the claim if the transaction was completed successfully or the evidence is insufficient.

All outcomes will be communicated to both parties via dashboard notification and registered email.

8. Chargebacks (Card Transactions)

For card payments, users may initiate chargebacks through their issuing bank.

• ChiwawaPay will cooperate with all card networks (Visa, Mastercard, etc.) to resolve chargebacks fairly.

• If a chargeback is found to be fraudulent or invalid, ChiwawaPay reserves the right to recover associated costs from the user or merchant.

9. Cross-Border Transactions

For users in Tanzania, Kenya, Uganda, and Asia:

• Refunds will be processed in the original transaction currency when possible.

• Currency conversion rates or intermediary bank charges may apply for cross-border refunds.

• Timelines may vary based on international banking and compliance requirements.

10. Fraudulent or Abusive Claims

ChiwawaPay maintains the right to:

• Suspend or limit accounts making repeated or fraudulent refund requests.

• Report confirmed fraudulent activities to relevant financial authorities.

• Withhold funds pending investigation in cases of suspected fraud or misuse.

11. Escalation and Final Resolution

If a dispute remains unresolved after 7 business days:

• You may escalate the issue by reopening the ticket or requesting manager-level review.

• If unresolved after internal review, you may refer the matter to the Bank of Tanzania (BoT) or applicable regulator in your country of operation.

ChiwawaPay values fairness and transparency in every dispute resolution process.

12. Contact Us

If you need further clarification about this policy or a pending refund please contact us