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This Refund and Chargeback Policy (“Policy”) establishes the procedures for managing refunds and chargebacks at Kashia Services Limited (“Cashia”). It is designed to promote transparency, regulatory compliance, and operational
efficiency while ensuring that Merchants and Customers are treated fairly. The policy serves as a framework to protect the financial ecosystem of Cashia’s platform and minimize risks associated with fraudulent or unjustified claims. By outlining the responsibilities of all stakeholders, this document ensures that transactions are processed with integrity and that disputes are resolved fairly and efficiently.
This Policy applies to all transactions processed through Cashia’s payment platform, including but not limited to domestic and international payments, mobile money transfers, and card-based transactions. It governs interactions between Customers and Merchants, outlining their rights and obligations in cases of refunds and chargebacks.
Additionally, it provides guidelines for Cashia’s internal teams to administer refund and chargeback requests effectively. Whether a transaction occurs in a physical store, an online marketplace, or through the Cashia Platform, the provisions in this Policy remain applicable.
3.1. Refund: A return of funds to a customer who has made a payment for goods or services, typically initiated by the merchant in response to a legitimate customer request.
3.2. Chargeback: A dispute resolution process in which a customer contacts their bank or card issuer to reverse a transaction, resulting in the payment being deducted from the merchant’s account.
3.3. Customer: The individual or business that makes a payment via Cashia’s platform.
3.4. Merchant: A business or entity using Cashia’s payment platform to receive payments from customers.
3.5. Transaction ID: A unique identifier for each transaction processed through Cashia’s system.
3.6. Dispute: A formal claim raised by the customer or merchant challenging the validity of a transaction.
4.1. Eligibility for Refund
Refunds are processed in accordance with the terms of the merchant's terms and conditions, which must be clearly communicated to customers at the time of purchase. Refunds may be granted in the following cases:
4.2. Refund Process
4.2.1. Customer Request: The customer must request for a refund through the Merchant’s support channel or Cashia’s dispute portal. The request must include the Transaction ID, the reason for the refund, and relevant proof of
purchase.
4.2.2. Merchant Review: the merchant is required to validate the claim by reviewing order details, delivery confirmations, and any supporting documentation. If the claim is deemed valid, the Merchant will submit a
refund request via the Cashia Merchant Dashboard. If the request is denied, the Merchant must provide a clear explanation to the Customer.
4.2.3. Cashia’s Role: Once Cashia receives the refund request, it will conduct further verification to ensure compliance with anti-money laundering (AML) and counter-financing of terrorism (CFT) regulations. The refund is
processed once all necessary checks are complete. Cashia will process the refund as per the merchant's instructions and ensure the customer receives the credited amount. Refunds will be processed to the original payment
method used by the customer.
4.2.4. Processing Time: Refunds will typically be processed within 3 to 7 business days, depending on the payment method and issuing bank.
4.3. Non-Refundable Payments
Certain payments are ineligible for refunds unless mandated by law or explicitly permitted under the Merchant’s refund policy. These include digital goods and virtual services that have already been delivered, transactions involving promotional discounts, gift cards, or loyalty-based payments, and settled funds that have been fully withdrawn or transferred by the Merchant. In such cases, 5 Customers are advised to refer to the Merchant’s refund policy for further clarification.
4.4. Merchant Responsibilities
Merchants are required to provide transparent and easily accessible refund policies on their websites or service agreements. They must respond to refund requests within 48 hours and retain transaction records, customer
communication logs, and proof of delivery for a minimum of three (3) years. In the event of multiple refund claims, Merchants should work closely with Cashia to detect potential fraudulent activities and mitigate risks associated with excessive refund volumes.
4.5. Customer Responsibilities
Customers must ensure that they provide accurate transaction details when requesting a refund. They are expected to reach out to the Merchant first and attempt resolution before escalating the issue to Cashia or their issuing bank.
Supporting evidence, such as transaction receipts, email correspondence, and delivery confirmations, should be included in the refund request to facilitate a smooth review process.
4.6. Refund Risk Management
Cashia implements various risk management strategies to prevent refund fraud and abuse. The platform continuously monitors refund trends and issues alerts when irregularities are detected. Merchants are encouraged to adopt identity verification mechanisms, such as 3D Secure authentication and IP geolocation tracking, to minimize fraudulent refund claims. In cases where a Merchant experiences an excessive volume of refunds, Cashia reserves the right to impose temporary fund holds for further investigation.
5.1. Chargeback Process
5.1.1. Customer Initiation: A chargeback may be initiated by the customer by contacting their bank or card issuer to dispute a transaction. This can occur if the customer believes the transaction was unauthorized, fraudulent, or if
the goods/services were not as described.
5.1.2. Issuing Bank Investigation: The issuing bank will review the customer’s chargeback claim and initiate a retrieval request with Cashia.
5.1.3. Merchant Response: The merchant will be notified of the chargeback and must provide evidence to dispute the claim, such as proof of delivery or customer acknowledgment of the transaction and communication with the
customer
5.2. Chargeback Timeline
i. Initial Notice: Cashia will notify the merchant within 2 business days of receiving a chargeback claim.
ii. Response Period: Merchants have up to 10 business days to provide the necessary documentation and evidence to dispute the chargeback.
iii. Final Decision: The issuing bank will make a final determination based on the evidence provided. If the chargeback is upheld, the funds will be withdrawn from the merchant’s account. If the chargeback is reversed, the
funds will remain with the merchant.
5.3. Merchant Responsibility and Liability
5.3.1. Merchants must maintain accurate sales records and implement preventive measures, such as Address Verification System (AVS) checks, CVV authentication, and clear transaction disclaimers, to reduce chargeback
occurrences. Timely submission of supporting evidence is crucial to contest chargebacks successfully.
5.3.2. If a chargeback is upheld, the merchant is responsible for reimbursing the disputed amount, including any applicable chargeback fees.
5.3.3. Repeated chargebacks may result in penalties, increased processing fees, or termination of the merchant’s account with Cashia.
6.1. Merchant Dispute Resolution
Merchants are encouraged to resolve disputes directly with customers before they escalate to chargebacks. Cashia offers the following support:
6.2. Cashia’s Role in Chargebacks
Cashia acts as an intermediary between the merchant, customer, and the issuing bank. While Cashia facilitates the chargeback process, the final decision is made by the issuing bank based on the evidence provided.
7. Refund and Chargeback Fees
7.1. Refund Processing Fees: Refunds may be subject to processing fees depending on the payment method
used. Merchants are responsible for covering the refund processing fees unless otherwise specified in their agreement with Cashia.
7.2. Chargeback Fees: Merchants will be charged a standard fee for each chargeback claim processed.
These fees cover administrative costs associated with handling the dispute. Chargeback fees will be deducted from the merchant’s account upon final resolution of the dispute.
8. Record Keeping
Merchants are required to maintain detailed records of all transactions, refunds, and chargebacks for audit purposes. These records must be retained for a minimum of three (3) years.
9. Amendments to the Policy
Cashia reserves the right to amend this policy at any time. Any changes will be communicated to merchants and customers via email or notifications on the Cashia platform.
10. Contact Information
For any questions or concerns regarding this Refund and Chargeback Policy, please contact Cashia’s merchant and customer support team at [support@cashia.com] or call [+254 115 777777].
11. Refund and Reversal Process.
11.1. Locate Transaction:
11.1.1. The user first navigates to the transaction management section of the admin portal and searches for the specific transaction using identifiers like transaction ID, date, amount, or user details.
11.2. Transaction Details and Verification:
11.2.1. The admin (settlement and/or reconciliation officer) selects the transaction to view detailed information, verifying eligibility for a reversal or refund based on this policy. Common considerations may include checking for duplication, system errors, or disputes raised by the customer.
11.3. Initiate Reversal/Refund:
11.3.1. Once verified, the admin selects either "Reversal" or "Refund" as appropriate. The admin will also input a description/reason for the reversal and or refund.
11.3.2. For a reversal (often for incomplete or pending transactions), the system generally aims to void the transaction, if within the permissible period, and restore funds back to the originating account.
11.3.3. For a refund (typically for completed transactions), the system processes the return of funds to the customer’s original payment method, marking it as a refund request in the system. Refunds are done less the transaction costs incurred.
11.4. Approval Workflow:
11.4.1. The admin portal has a maker-checker setup where a reversal/refund request needs supervisory approval (supervisor is either the head of operations/ head of finance) before finalizing. The system will ensure the admin inputs the reason for the action, which an authorized approver can then review.
11.5. Confirmation & Customer Notification:
11.5.1. Upon approval, the admin completes the request, and the system updates the transaction status. A notification (such as an email or SMS) may be automatically sent to the customer, informing them of the status
and anticipated time for funds to be credited back.
12. Policy Acceptance, Compliance, and Support
12.1. This Refund and Chargeback Policy is designed to create a transparent, fair, and secure environment for all parties engaging in transactions through Cashia’s payment platform. By clearly outlining the processes, responsibilities, and expectations for refunds, chargebacks, and dispute resolution, we aim to protect Customers, support Merchants, and uphold the integrity of our financial ecosystem.
12.2. All users of Cashia’s platform are expected to adhere to this Policy, ensuring that disputes are handled professionally and in accordance with industry best practices. Merchants are encouraged to implement strong risk management strategies, while Customers are urged to engage with Merchants directly before initiating disputes.
12.3. For any questions, clarifications, or further assistance, Cashia’s support team is available to help. Our commitment remains to provide a secure, efficient, and compliant payment experience for all users.
For support, please reach out via:
By continuing to use Cashia’s services, all parties acknowledge and agree to the terms outlined in this Policy.
Note: Cashia reserves the right to modify this Policy at its discretion. Any amendments will be communicated through official channels, and continued use of our services constitutes acceptance of the revised Policy.