Cancellations and refunds

Before retrying

Check the app status and your operator’s record. A delayed response does not prove failure. Do not repeat the payment until its status is clear. Keep the reference, amount, currency and date.

Failure and debit

If no debit occurred, no payment amount needs returning. If debit is confirmed but payout cannot complete, return to the original method is arranged after reconciliation with the partner. Notifications and tracking distinguish the failed payment from a return still in progress.

Cancellations, mistakes and purchases

Cancellation may be offered only while processing still allows it. Executed payments have no automatic fifteen-minute cancellation window. Report a wrong recipient or unauthorised use promptly; recovery depends on assessment and legal and operational possibilities.

For a commercial return or dispute, contact the merchant with the payment reference. Where a refund is due, processing follows applicable rights, sales terms and channel rules. KASAPAY refund features are reserved for authorised staff; their technical limits do not reduce your rights.

Timing and fees

Return timing and destination are communicated under the relevant channel and agreement. KASAPAY and partner fees may have different rules; the applicable schedule determines whether charges are retained or refunded after a failed payment. Closing an account does not remove a refund due. See complaints.

Tracking a return and unavailable instruments

An amount being returned is not a new KASAPAY balance. Track the original payment and the return separately where the channel provides separate references. Report a duplicate debit or an incorrect return amount, including disputed fees, through complaints.

If the original payment instrument is closed or unavailable, contact support for assessment of the lawful return route and identity checks. No alternative destination or immediate cash payment is promised. Funds still due to their lawful recipient cannot be kept as KASAPAY revenue; any unclaimed amount requires handling under applicable rules, not forfeiture through account closure.