Refund Policy
Refund Policy
Last Updated: September 2025
This Refund Policy forms part of the QR Pay Africa User Agreement and applies to all products and services offered by QR Pay Africa Limited (“QR Pay Africa”, “we”, “us”, or “our”).
QR Pay Africa is a digital payments and remittance platform facilitating QR code payments, mobile wallet services, virtual cards, cross-border transfers, remittances, utility payments, and related financial services.
1. General Policy – No Guaranteed Refunds
Due to the real-time and irreversible nature of digital financial transactions, all transactions processed through QR Pay Africa are final and non-reversible once authorized and successfully processed, except where required by applicable law.
This includes but is not limited to:
QR code payments
Peer-to-peer transfers
Cross-border payments
Remittances
Mobile money transactions (including M-Pesa)
Virtual card payments (including Visa network transactions)
Utility payments and airtime top-ups
Cryptocurrency-related transactions (where applicable)
Users are solely responsible for verifying recipient details before confirming any transaction.
2. Circumstances Where Refunds May Be Considered
Refunds are not automatic. They may be considered at QR Pay Africa’s sole discretion under the following limited circumstances:
Unauthorized Transactions – Where a transaction was not authorized by the account holder, subject to fraud investigation and compliance review.
Duplicate Transactions – Where two or more identical transactions were processed due to a technical system error.
Processing Errors – Where a system malfunction directly caused an incorrect debit.
Failed Transactions – Where funds were debited but the intended service was not delivered.
All refund requests are subject to internal investigation, verification procedures, risk assessment, and regulatory compliance requirements.
3. Timeframe for Raising Refund Requests
Users must notify QR Pay Africa of any disputed transaction within:
24 hours for QR payments, mobile wallet transfers, and local transactions.
48 hours for virtual card transactions.
7 days for cross-border remittance disputes.
Failure to notify within these timeframes may result in the forfeiture of refund eligibility, except where otherwise required by law.
4. Investigation & Compliance Requirements
QR Pay Africa operates in compliance with:
Kenyan financial regulations and Central Bank requirements
Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) laws
International sanctions regulations
Card network rules (including Visa)
Partner bank and payment processor requirements
We may request additional information, including identification documents, transaction proof, or sworn declarations before processing a refund request.
Refunds may be declined where:
The user authorized the transaction.
Incorrect recipient details were provided by the user.
The recipient has already withdrawn or used the funds.
The transaction violates our Terms of Service.
The transaction is under investigation for fraud, AML, or sanctions concerns.
QR Pay Africa reserves the right to freeze accounts during investigations.
5. Third-Party Processing & Limitations
QR Pay Africa facilitates payments through licensed financial institutions, card networks, mobile money operators, and payment processors, including but not limited to:
- Partner banks
- Card networks such as Visa
- Mobile money providers such as M-Pesa
- Payment processors such as Flutterwave
Refund timelines and approvals may depend on these third parties. QR Pay Africa shall not be liable for delays caused by third-party financial institutions, card schemes, correspondent banks, or regulatory authorities.
6. Cross-Border Transactions
For international remittances and cross-border payments:
Exchange rate fluctuations are not refundable.
Correspondent bank fees and intermediary charges are non-refundable.
Regulatory holds or compliance reviews may delay or prevent refunds.
Refunds, if approved, will be processed at the prevailing exchange rate at the time of reversal.
QR Pay Africa shall not be liable for losses arising from currency fluctuations.
7. Chargebacks (Virtual Card Transactions)
For virtual card transactions processed via Visa or other card networks:
Refunds are subject to card network chargeback rules.
Users must first attempt resolution with the merchant.
QR Pay Africa may debit the user’s wallet for chargeback-related fees where applicable.
Fraudulent or abusive chargeback behavior may result in account suspension or termination.
8. Refund Processing
If approved:
Refunds will be credited to the original payment method where possible.
Where not possible, refunds may be credited to the user’s QR Pay Africa wallet.
Processing times vary depending on banks, mobile money operators, and international financial institutions.
Refund timelines are not guaranteed.
9. Limitation of Liability
To the maximum extent permitted by applicable law:
QR Pay Africa shall not be liable for indirect, incidental, consequential, punitive, or special damages arising from transactions processed through the platform.
Our total liability in connection with any refund claim shall not exceed the value of the disputed transaction.
10. Contact Information
To request a refund or dispute a transaction, contact:
Email: support@qrpayafrica.com
Subject Line: Refund Request – [Transaction Reference Number]
Users must provide full transaction details, including transaction ID, date, amount, and reason for dispute.
