Refund and Transaction Dispute Policy

A pending or offline instruction is not final. A transaction becomes settled only after central ledger and applicable rail confirmation. Settled instant payments may be irrevocable except through an authorised reversal, recipient consent, merchant refund, network chargeback or legal/regulatory process.

Failed transactions release reserved funds automatically. Confirmed duplicate debits, ledger errors and successful debits without corresponding settlement are investigated through reconciliation and corrected to the original funding source where supported.

The authorization screen states the applicable quote expiry, fees, FX margin, exact recipient amount, expected delivery and delivery commitment. A reference-only quote does not move money. When an activated transfer misses its commitment for a reason attributable to SalonePay or its selected rail, the case is reviewed for the disclosed fee refund or other remedy. Delays caused by screening, inaccurate recipient data, recipient choice, bank closures, force majeure or recipient unavailability are handled under the country disclosure and applicable law.

The merchant or programme owner is responsible for goods, services, price accuracy and fulfilment. Approved refunds return through the original payment route where possible. Cash purchases normally require a cash refund from the merchant unless an approved digital conversion process exists. Fees already paid to external rails may be non-refundable unless the failure was attributable to SalonePay or the partner agreement requires otherwise.

Customers must freeze outgoing activity and report suspected fraud immediately. SalonePay will secure credentials, preserve device and transaction evidence, investigate authentication and risk decisions, coordinate with partners and apply the outcome required by law and applicable network rules. Reporting does not guarantee reimbursement where the customer authorised the payment or acted fraudulently.

Cash-out disputes require the one-time token, agent record and cash confirmation. A cash-capacity reservation is not a payout and never authorises an agent to release money. Transit disputes use the vehicle code, signed receipt and settlement record. Bill and airtime refunds depend on whether the biller fulfilled the purchase; fulfilled tokens or airtime may not be reversible.

Provide the transaction reference, date, amount, counterparty, reason and supporting evidence through the approved in-app or support channel. SalonePay acknowledges the complaint, provides a tracking reference, investigates within the published service level, explains the decision and provides escalation to the sponsor bank or regulator where applicable.