Refund, Cancellation & Chargeback Policy

1. Introduction

This Refund, Cancellation and Chargeback Policy governs payments processed through LivePay’s payment infrastructure, including Mobile Money (MMO), Visa, Mastercard, American Express and other supported payment methods.

LivePay is a payment technology platform that facilitates payment collections and disbursements between customers and merchants through supported payment channels.

By initiating or completing a transaction through LivePay, you acknowledge that you have read and agreed to this policy.

2. All Successful Payments Are Final

Once a payment has been successfully authorized, processed and confirmed, it is considered final and cannot be independently reversed, cancelled or withdrawn by the customer through LivePay.

Customers cannot unilaterally:

• Reverse a successfully completed payment simply because they changed their mind.
• Cancel a payment after the transaction has been successfully processed.
• Demand an automatic refund because they no longer require the purchased product or service.
• Initiate repeated refund requests for the same transaction.
• Withdraw funds from a merchant’s account without the merchant’s authorization or an applicable legal or payment-network process.

A customer-initiated payment is considered authorized when the customer completes the required payment authentication or confirmation process through the applicable payment provider.

Important: Submitting a payment does not create an automatic right to a refund.

3. When Refunds Are Not Permitted

Refunds will generally not be issued under the following circumstances:

1. Change of Mind: The customer changes their mind after completing a successful payment.
2. Incorrect Recipient: The customer voluntarily sends money to the wrong merchant, business or recipient.
3. Incorrect Amount: The customer enters and confirms an incorrect amount before completing the transaction.
4. Completed Services: The merchant has already delivered the purchased service, digital product or subscription.
5. Consumed Products or Services: The customer has already accessed, consumed or utilized the purchased service or product.
6. Customer Error: The transaction was completed as instructed by the customer, even if the customer later regrets the decision.
7. Failure to Read Merchant Terms: The customer fails to review the merchant’s product descriptions, pricing, subscription conditions or cancellation terms before purchasing.
8. Duplicate Refund Requests: The customer has already received a refund or other financial resolution for the same transaction.
9. Unauthorized Merchant Cancellation: A customer cannot independently cancel a completed payment without following the applicable merchant or payment-provider procedures.

These exclusions remain subject to applicable consumer protection laws and mandatory payment-network rules.

4. When a Refund May Be Considered

Refunds may be considered in the following circumstances:

• A verified duplicate payment resulting from a technical or processing error.
• A payment successfully debited from the customer but not credited to the intended merchant due to a confirmed processing failure.
• A merchant agrees to refund a customer in accordance with its own refund policy.
• The merchant fails to deliver the purchased product or service, where a refund is required under applicable law.
• An unauthorized transaction is established following an appropriate investigation.
• A refund is required by applicable law, a competent authority or the relevant payment network.

All refund requests are subject to verification and approval.

5. Merchant Responsibility for Refunds

LivePay does not manufacture, sell, supply or directly control products and services offered by merchants using its payment infrastructure.

Where a customer has a complaint concerning a purchase, the customer should first contact the merchant directly.

Merchants are responsible for:

• Maintaining clear refund and cancellation terms.
• Handling customer complaints.
• Reviewing refund requests.
• Authorizing legitimate refunds.
• Providing evidence of service or product delivery when required.

LivePay may facilitate an approved refund through supported payment channels, subject to the applicable payment provider’s procedures and availability.

LivePay does not guarantee that every merchant-approved refund can be completed through the original payment method.

6. Chargebacks and Payment Disputes

A chargeback is a payment reversal initiated through a cardholder’s issuing bank or payment network.

Customers using Visa, Mastercard, American Express or other supported card networks may have dispute rights under the applicable card network rules.

LivePay does not independently grant or guarantee chargebacks.

If a chargeback or payment dispute is initiated, LivePay reserves the right to:

• Request transaction records and supporting documentation from the merchant.
• Investigate the disputed transaction.
• Request proof of payment authorization and customer authentication.
• Request delivery confirmation, service records or other relevant evidence.
• Submit supporting documentation to the relevant acquiring partner or payment provider.
• Place a temporary restriction on disputed funds where permitted.
• Withhold or recover funds associated with confirmed fraudulent, unauthorized or disputed transactions, subject to applicable agreements and laws.
• Suspend payment processing where suspicious activity, abuse or excessive disputes are identified.

Merchants are expected to cooperate fully with investigations and provide requested evidence within the applicable deadlines.

7. Customer-Authorized Transactions

A transaction completed using the customer’s own payment credentials, mobile money account, PIN, OTP or other required authentication method may be treated as an authorized transaction, subject to verification.

A customer cannot automatically classify a payment as unauthorized merely because:

• They regret making the payment.
• They no longer want the purchased service.
• They voluntarily shared their payment credentials.
• They made a payment to the wrong recipient.
• They failed to understand the merchant’s terms.

However, authentication alone does not conclusively establish authorization in every case. Genuine unauthorized-payment claims will be reviewed in accordance with applicable laws and payment-network rules.

8. Fraudulent Refund and Chargeback Abuse

LivePay maintains a zero-tolerance approach to fraudulent payment disputes, refund abuse and deliberate chargeback manipulation.

Examples include:

• Making a purchase and falsely claiming that no payment was authorized.
• Receiving a product or service and deliberately filing a false chargeback.
• Attempting to obtain multiple refunds for one transaction.
• Providing misleading information during a payment investigation.
• Collaborating with another party to manipulate payment disputes.

Where evidence of abuse or fraudulent activity exists, LivePay may restrict relevant payment services, preserve transaction evidence and refer the matter to the relevant financial institution or competent authority.

Any recovery action will be subject to applicable law and contractual rights.

9. Refund Processing and Timeframes

Refund processing times depend on the original payment channel, merchant authorization and the relevant payment provider.

Mobile Money and card refunds may have different processing requirements.

LivePay will communicate applicable processing information where available.

A refund request does not constitute confirmation that a refund has been approved.

Customers should retain their transaction reference, payment confirmation and any correspondence with the merchant.

10. Incorrect, Failed or Pending Transactions

A transaction that is pending, failed or not successfully completed is different from a successfully completed payment.

Where a customer has been debited but the transaction remains unsuccessful or the funds have not reached the intended recipient, the customer may contact LivePay support for investigation.

LivePay will work with the relevant payment provider to establish the transaction status and determine whether a reversal, refund or other resolution is appropriate.

11. LivePay Service Fees

LivePay’s payment processing and service fees are governed by the applicable merchant agreement and pricing terms.

Where a merchant requests a refund, the treatment of previously charged processing fees will be determined by the applicable merchant agreement and payment-provider requirements.

Processing fees are not automatically refundable merely because a merchant and customer agree to reverse a purchase.

12. Account Restrictions and Investigations

LivePay reserves the right, subject to applicable law and contractual obligations, to temporarily restrict payment processing, suspend accounts or hold disputed funds where there are reasonable grounds to suspect:

• Fraudulent transactions.
• Unauthorized payment activity.
• Money laundering or other prohibited financial activity.
• Excessive chargebacks.
• Refund manipulation.
• Breaches of LivePay’s Terms of Service.
• Violations of applicable payment-provider requirements.

Restrictions may remain in place while the relevant investigation is ongoing.

13. How to Submit a Complaint

Customers and merchants may contact LivePay regarding payment issues through:

• Email: [email protected]
• WhatsApp: +256 763 233 480
• Telephone: +256 200 920 876
• Website: https://www.livepay.me

Please provide:

• Transaction reference or ID.
• Payment date and amount.
• Payment method used.
• Merchant or recipient details.
• A clear description of the issue.
• Supporting payment confirmation or documentation.

Providing these details does not guarantee approval of a refund or dispute.

14. Applicable Laws and Payment Network Rules

This policy shall be interpreted in accordance with applicable laws and regulations in the jurisdictions where LivePay operates.

Nothing in this policy is intended to exclude or restrict any mandatory consumer protection rights, statutory refund entitlements, cardholder dispute rights or other legal remedies that cannot lawfully be waived.

Where applicable payment network rules conflict with this policy, the relevant mandatory network rules shall prevail.

15. Changes to This Policy

LIVETRADERX LTD trading as LivePay reserves the right to update or modify this policy from time to time.

Updated versions will be published on the LivePay website. Continued use of LivePay services following publication of an updated policy constitutes acceptance to the extent permitted by applicable law.