Refund Policy

Last updated: 10 July 2026 · This policy is issued by Emcenton Technology Limited, operator of the Payixay platform.

1. Two different kinds of refund

This page covers two distinct things: (a) refunds you issue to your customers through the Platform, and (b) refunds of fees you have paid to us for our services.

2. Customer refunds (issued by merchants)

You can issue full or partial refunds on processed transactions from the dashboard or API. Refunds are returned to the customer’s original payment method. Card refunds typically reach the customer within 5–10 business days depending on the issuing bank; M-Pesa reversals are usually faster. Processing fees on the original transaction are non-refundable unless your merchant agreement states otherwise.

3. Refunds of Payixay service fees

• If we fail to activate your merchant account after approval and you have paid a setup fee, you may request a full refund of that fee within 14 days.
• Monthly platform fees already incurred are non-refundable, but you may cancel at any time to stop future charges.
• Approved fee refunds are processed within 5–7 business days to the original payment method.

4. What is not refundable

Transaction processing fees on completed transactions, chargeback fees, currency conversion costs already incurred, and fees consumed by services already delivered.

5. How to request a refund

Email info@payixay.com from your registered account email with your merchant ID and the transaction or invoice reference. We acknowledge within one business day and resolve most requests within five.