Refund Policy

Whapple Pay Refund Policy

Effective Date: 06-03-2025 at 00:00 AM

1. Overview

Whapple Pay is committed to providing a secure and seamless financial experience for users, merchants, and agents. This Refund Policy outlines the conditions under which refunds may be issued. By using Whapple Pay, you agree to abide by this policy.

2. General Refund Conditions

Refunds are processed only under specific conditions outlined below. All refund requests must be submitted within 7 days of the transaction date. Refunds, when approved, may take 3-10 business days to process, depending on the payment method and banking institution.

3. Refund Policy for Users

Users may request a refund under the following circumstances:

3.1 Unauthorized Transactions

• If an unauthorized transaction occurs on your account, you must report it to Whapple Pay support within 48 hours.
• Investigations may take up to 7 business days before a resolution is provided.
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3.2 Failed Transactions

• If a deposit or withdrawal fails due to system errors but funds were deducted, a refund will be processed automatically.
• If a transaction remains pending for more than 24 hours, users should contact support for assistance.
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3.3 Reversals for Crypto Transactions

• Crypto transactions are non-reversible and non-refundable.
• Users must confirm all transaction details before proceeding.
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3.4 Incorrect Payment Details

• Whapple Pay is not responsible for funds sent to incorrect accounts due to user error.
• If the recipient has not withdrawn the funds, Whapple Pay may attempt to assist in recovering them, but recovery is not guaranteed.
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4. Refund Policy for Merchants

Merchants using Whapple Pay for payments must comply with the following refund terms:

4.1 Customer Refunds

• Merchants are responsible for handling refunds for their customers according to their own refund policies.
• If a customer disputes a transaction, the merchant must provide proof of service or product delivery.
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4.2 Chargebacks and Disputes

• If a chargeback occurs, Whapple Pay will notify the merchant and may deduct the disputed amount from the merchant’s balance.
• Merchants must provide evidence to dispute chargebacks within 7 days.
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4.3 Transaction Errors

• If a transaction is processed incorrectly due to a Whapple Pay system error, a refund will be issued to the merchant or user accordingly.
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5. Refund Policy for Agents

Agents handling cash deposits and withdrawals on Whapple Pay are subject to the following refund conditions:

5.1 Incorrect Deposits

• If an agent incorrectly processes a deposit, they must immediately report it to Whapple Pay support.
• If the deposit is verified, Whapple Pay will refund or adjust the transaction.
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5.2 Unauthorized Withdrawals

• Agents must verify users before processing withdrawals.
• If an unauthorized withdrawal is reported, an investigation will be conducted before a refund decision is made.
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5.3 Fraudulent Activities

• If an agent is found engaging in fraudulent activities, their account may be suspended, and refunds may be withheld pending further investigation.
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6. Refund Processing Time

• Approved refunds are processed within 3-10 business days depending on the payment method.
• Crypto refunds, where applicable, will be processed at the current market rate, and Whapple Pay is not responsible for price fluctuations.
• Refunds will be credited back to the original payment method.
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7. Contact & Support

For refund requests or inquiries, please contact our support team:

• Email: refund@whapplepay.com
• Live Chat: Available in the Whapple Pay app
• Phone: (+237) 620 825 684

Whapple Pay reserves the right to modify this refund policy at any time. Users, merchants, and agents will be notified of significant changes.

By using Whapple Pay, you acknowledge that you have read and agreed to this Refund Policy.