Refund Policy
MaltracoPay is committed to providing reliable payment and payment-support services to our customers. This Refund Policy explains when a customer may be eligible for a refund and how refund requests are handled.
1. Our Services
MaltracoPay provides payment-related services, including assisting customers with payments for services, bills, travel-related expenses, and other approved transactions.
Because some payments are processed through third-party service providers, banks, merchants, airlines, utility companies, and other service providers, the availability of a refund may depend on whether the underlying transaction has already been completed.
2. When a Refund May Be Available
A refund may be considered where:
- A payment was received by MaltracoPay but could not be processed.
- A transaction failed before the intended service provider received the payment.
- MaltracoPay charged a customer for a transaction that was not successfully completed due to an error attributable to MaltracoPay.
- A duplicate payment was made and the duplicate transaction has not already been settled with the relevant service provider.
- A refund is required under applicable law or the terms of the relevant service provider.
3. Transactions That Have Already Been Completed
Once a payment has been successfully processed and the funds have been transferred to the intended service provider, refund requests may be subject to the refund, cancellation, or reversal policies of that service provider.
For example, where MaltracoPay has successfully paid an airline, school, utility provider, merchant, or other third party on behalf of a customer, MaltracoPay may be unable to independently reverse that payment.
Where a third-party provider approves a refund, MaltracoPay will assist with processing or communicating the refund to the customer where applicable.
4. Non-Refundable Charges
Certain charges, processing fees, administrative fees, or third-party charges may be non-refundable where the service has already been performed or the charges have already been incurred.
Any applicable charges will be communicated to the customer before or during the transaction where it is reasonably possible.
Any payment made where there was a currency exchange , if there is a need for a refund, the refund shall be done at the most current exchange rate.
5. Incorrect Information Provided by the Customer
MaltracoPay may not be responsible for losses or unsuccessful transactions resulting from incorrect information supplied by the customer, including:
- Incorrect account numbers
- Incorrect beneficiary details
- Incorrect bill or customer numbers
- Incorrect booking information
- Incorrect recipient information
- Other inaccurate information provided by the customer
Where a transaction can be corrected, reversed, or recovered, MaltracoPay may assist the customer, but recovery is not guaranteed.
6. Refund Request Process
Customers who believe they are entitled to a refund should contact MaltracoPay as soon as possible and provide:
- Full name
- Contact information
- Transaction reference or receipt
- Date of transaction
- Amount paid
- Reason for the refund request
- Any supporting documentation
MaltracoPay may request additional information where necessary to investigate the transaction.
7. Refund Processing Time
Approved refunds will normally be processed within a reasonable period after approval. The time required for funds to appear in the customer's account may depend on the customer's bank, payment provider, or other financial institution.
MaltracoPay is not responsible for delays caused by a customer's bank or other third-party payment provider.
8. Fraudulent or Unauthorized Transactions
Where a transaction is suspected to involve fraud, unauthorised activity, false information, or unlawful conduct, MaltracoPay may suspend the refund process while the transaction is investigated.
MaltracoPay reserves the right to cooperate with relevant financial institutions, payment providers, regulators, and law enforcement authorities where required by law.
We are duly registered with the SPECIAL CONTROL UNIT AGAINST MONEY LAUNDERING ( SCUML), in accordance with the provisions of section 17(2)a of the money laundering ( prevention and prohibition) Act, 2022 and any other law or Regulation.
RN: SC 251621684
9. Changes to This Policy
MaltracoPay may update this Refund Policy from time to time. Any updated version will be published on this website with a revised effective date.
