Last updated: 03 August 2026

1. Refunds on purchases made through PayG

PayG is the payment processor; the goods or services you purchase are supplied by the merchant. Refund eligibility is governed by the merchant's own refund policy. Once a merchant initiates a refund on a PayG-processed transaction, we process it back to the original payment instrument; banks typically credit it within 5–7 working days depending on the instrument.

2. Failed or duplicate transactions

If money was debited but the payment failed, the amount is auto-reversed by the issuing bank per network timelines. If a reversal does not reflect within 7 working days, raise a ticket with the transaction reference and a screenshot/statement — our transaction desk works under a service-level TAT with automatic internal escalation until resolution.

3. Chargebacks

When a cardholder disputes a transaction, the card network raises a chargeback event. As set out in the Merchant Agreement, we notify the merchant with the chargeback details (transaction ID, amounts, dates) and the merchant must respond with evidence within the stipulated window; unresolved chargebacks are recovered as per the agreement's settlement terms.

4. How to raise a dispute

Use the Support page (choose "A payment or settlement" and attach your transaction screenshot or statement) or the chat on any page. You'll receive a ticket reference with a running SLA you can track anytime.