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Refund Policy

Effective Date: July 3, 2025

At MyBundlePay LTD ("MyBundlePay," "we," "our," or "us"), we are committed to providing secure, reliable, and efficient financial services. This Refund Policy explains the circumstances under which refunds may be granted for transactions carried out through the MyBundlePay platform.

By accessing or using our services, you acknowledge and agree to this Refund Policy.

1. Scope

This Refund Policy applies to all products and services offered by MyBundlePay, including but not limited to:

  • Wallet funding and wallet transfers

  • Airtime and data purchases

  • Bill payments (electricity, cable TV, internet, etc.)

  • Virtual cards

  • Payment gateway transactions

  • API and business integrations

  • Any other financial or digital services made available through the MyBundlePay platform

2. General Refund Policy

MyBundlePay processes financial transactions in real time. While most successful transactions are considered final, refunds may be approved in limited circumstances after investigation.

A refund may be considered where:

  • A customer is debited but the requested service is not successfully delivered.

  • A duplicate debit occurs for the same transaction.

  • An incorrect debit results from a verified system or provider error.

  • A transaction fails after the customer's account has been successfully debited.

Refund eligibility is determined solely after verification of our internal transaction records and, where applicable, records provided by our payment partners or service providers.

3. Refund Request Timeline

Refund requests should be submitted within 72 hours of the transaction.

Requests submitted after this period may still be reviewed where required by applicable law or where exceptional circumstances exist, but processing cannot be guaranteed.

4. Virtual Card Transactions

Refund requests relating to Virtual Cards may be considered in the following situations:

  • Card funding was successful but the balance did not reflect within a reasonable processing period.

  • Duplicate charges occurred during card funding.

  • A merchant transaction failed but funds were successfully debited from the card.

  • A verified processing error occurred on the card account.

Refunds may not be granted where:

  • Incorrect card or billing information was provided by the customer.

  • The transaction involved prohibited or restricted merchants or activities.

  • A merchant placed an authorization hold or delayed releasing funds.

  • The merchant is responsible for processing the refund.

Where a merchant is responsible for a refund, customers should first contact the merchant. MyBundlePay will provide reasonable assistance where possible but cannot control merchant refund timelines.

5. Payment Gateway Transactions

For merchants using the MyBundlePay Payment Gateway:

Refund requests may be considered where:

  • Customers were successfully debited but payments were not received by the merchant due to a verified processing failure.

  • Duplicate payment processing occurred because of a verified system error.

  • Settlement errors are confirmed after investigation.

Refunds will not be granted where:

  • Incorrect payment details were supplied.

  • The merchant successfully received payment.

  • Fraudulent or unauthorized refund requests are submitted.

  • Third-party payment providers have successfully completed the transaction and no processing error exists.

6. API Transactions

Developers and business users utilizing the MyBundlePay API may qualify for refunds where:

  • API processing failures resulted in customer debits without successful service delivery.

  • Duplicate transactions resulted from a verified MyBundlePay system error.

Refunds will not be granted where:

  • Invalid request parameters were submitted.

  • Customer systems generated duplicate requests.

  • Integration errors occurred on the client's systems.

  • Transactions were successfully completed according to MyBundlePay system logs.

System logs maintained by MyBundlePay shall serve as authoritative evidence when resolving transaction disputes.

7. User Errors

Refunds are generally not available for transactions resulting from customer error, including but not limited to:

  • Incorrect account numbers

  • Incorrect phone numbers

  • Incorrect meter or smart card numbers

  • Wrong payment amounts

  • Incorrect beneficiary details

  • Incorrect wallet addresses where applicable

Customers are responsible for verifying transaction details before confirming payment.

8. How to Request a Refund

Refund requests may be submitted by contacting MyBundlePay Support.

Please include:

  • Full Name

  • Registered Email Address

  • Transaction ID or Reference

  • Transaction Amount

  • Date and Time of Transaction

  • Description of the issue

  • Any supporting documentation, where available

Failure to provide sufficient information may delay investigation.

9. Refund Processing

Where a refund request is approved:

  • Processing generally takes 5–7 business days, depending on the payment method and financial institutions involved.

  • Approved refunds may be credited to the customer's MyBundlePay Wallet, original payment method, or another method determined by MyBundlePay where appropriate.

Refund processing times may vary due to banking networks, payment providers, regulatory reviews, or other circumstances beyond our control.

10. Fraud Prevention

MyBundlePay reserves the right to refuse any refund request where fraud, abuse, misrepresentation, or suspicious activity is suspected.

Where necessary, MyBundlePay may:

  • Suspend or terminate user accounts.

  • Reverse transactions where legally permitted.

  • Report suspected fraudulent activity to financial institutions or regulatory authorities.

  • Cooperate with law enforcement agencies.

11. Limitation of Liability

MyBundlePay shall not be liable for delays, failed refunds, or losses arising from:

  • Third-party payment providers

  • Banks and financial institutions

  • Merchant processing delays

  • Network outages

  • Force majeure events

  • Customer-provided incorrect information

Nothing in this Policy limits any rights that customers may have under applicable law.

12. Changes to this Policy

We reserve the right to update or modify this Refund Policy at any time.

Updated versions will be published on our website and mobile application. Continued use of the platform after publication constitutes acceptance of the revised Policy.

13. Contact Us

If you have questions regarding this Refund Policy or wish to submit a refund request, please contact us:

Email: [email protected]

Phone: +234 916 848 5853

In-App Support: Available through the MyBundlePay mobile application and web platform.