Refund Policy
ZebaPay is a payment technology platform operated by MB Digital Services. ZebaPay is not a bank.
1. Scope
This policy explains how refunds, reversals and disputes are handled for transactions processed through the ZebaPay platform. It applies to businesses using ZebaPay and to payments their customers make through ZebaPay infrastructure.
2. Goods and services are supplied by the business
ZebaPay provides payment technology. The goods or services a customer pays for are supplied by the business that collected the payment. Refund requests relating to those goods or services must be raised with that business, which decides whether a refund is due under its own policy.
3. Failed transactions
If a payment is debited but the transaction does not complete on the platform, the amount is not credited to the business balance. Where value was not delivered, the amount is returned to the originating account by the processing party. Timing depends on the route used and is usually resolved within a few business days.
4. Incorrect or duplicate payments
If a customer pays twice, or pays an incorrect amount, the business may instruct a refund from its available balance. A refund cannot be processed from a balance that has already been settled out and does not hold sufficient funds.
5. Platform fees
Transaction fees charged for successfully processing a payment are earned once the transaction completes and are not refundable. Where a transaction fails and no value is delivered, no transaction fee is retained.
6. Verification fees
Fees paid for identity or business verification cover work performed at the time of the check. They are not refundable once the check has been carried out, including where the outcome is unsuccessful.
7. How to request a refund or reversal
A business should raise the request from its ZebaPay console or by email, including the transaction reference, amount, date and reason. A customer should first contact the business they paid. Where the business cannot be reached, the customer may contact ZebaPay support with the transaction reference and payment evidence.
8. Review timelines
Requests are acknowledged within one business day. Straightforward cases are typically resolved within five business days. Cases requiring confirmation from an external processing party can take longer, and the requester is kept informed of progress.
9. Disputes and chargebacks
Where a payment is disputed, ZebaPay may place the disputed amount on hold while the matter is reviewed. The business is asked to provide evidence of delivery. If the dispute is upheld, the amount is returned; if it is not upheld, the hold is released.
10. Fraud and prohibited activity
Amounts linked to suspected fraud, impersonation or prohibited activity may be withheld pending review, and the outcome may include returning funds to the originating account and closing the account concerned.
11. Changes to this policy
This policy may be updated as the platform develops. The current version is always published on this page, and material changes are communicated to businesses using the platform.
12. Contact
Refund and dispute enquiries: support@zebapay.com. Compliance enquiries: admin@zebapay.com. Response hours are Monday to Saturday, 8:00–20:00 WAT.