At Payixay, we strive to ensure that you have a smooth and satisfying experience with our payment services. However, in case of any issues with our services, we offer a clear refund policy to address your concerns.
1. Eligibility for Refunds
We offer refunds under the following conditions:
- Service Failure: If there is an issue with the payment processing that is caused by Payixay’s platform.
- Duplicate Transactions: If a duplicate payment was processed unintentionally due to technical errors.
- Account Setup Issues: If the merchant account setup process is not completed within the promised time (48 hours) due to Payixay’s fault.
Refund requests must be made within 14 days of the transaction.
2. How to Request a Refund
If you believe you are eligible for a refund, please contact our customer support team by:
- Emailing us at info@payixay.com
- Calling us at +254 723 066 366
Please include the following information in your request:
- Merchant ID (MID)
- Date of the transaction
- Reason for the refund request
- Proof of payment (if available)
3. Processing of Refunds
- Refund Method: Refunds will be processed to the original payment method used.
- Timeframe: Refunds will be processed within 5-7 business days after the request is confirmed.
4. Non-Refundable Services
Please note that the following services are non-refundable:
- Transaction Fees: Any processing fees that have already been incurred at the time of the transaction.
- Setup Fees: If applicable, setup fees are non-refundable once the account setup is complete.
- Transactions Completed Successfully: Refunds will not be issued for completed transactions unless due to system error.
5. Dispute Resolution
If you feel that a refund request has not been handled appropriately, please contact us directly, and we will work with you to resolve the issue. In the event that a dispute arises, we encourage our users to reach out to us before seeking legal recourse. All disputes will be governed by our Terms and Conditions.
6. Changes to This Refund Policy
We reserve the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page, with the updated date of modification.
Contact Us
If you have any questions or concerns regarding this Refund Policy, please contact us:
Phone: +254 723 066 366
Email: info@payixay.com
