Refunds & Disputes

Refund policy

Refunds are processed through the original mobile-money network. Full and partial refunds are supported subject to MNO reversal constraints per country.

Reversal windows by MNO

• M-Pesa (Kenya): Typically 24–48 hours for STK push reversals
• MTN / Airtel (UG, RW, ZM): Varies; initiate within same business day when possible
• YAS / Halotel (Tanzania): Subject to operator-specific windows
• TNM (Malawi): Reversals within 24 hours of original transaction

Seller vs. platform responsibilities

Sellers initiate refund requests through the dashboard or API. NezaHub processes the reversal via the MNO and updates the transaction ledger. Disputes escalated by customers are reviewed by NezaHub support.

Escalation

Contact support through the Help Center for unresolved disputes. Include transaction ID, customer phone (masked), and MNO reference where available.