Refund & Cancellation Policy

This Refund & Cancellation Policy explains how refunds, cancellations, payment reversals, and customer protection actions may be handled when payments are processed using Okapay.

Okapay provides the payment technology platform described in this Policy.

Okapay provides payment technology and infrastructure to merchants.

In most cases, Okapay is not the seller or provider of the goods or services purchased by a customer. The merchant is primarily responsible for delivering the goods or services and maintaining an appropriate refund and cancellation policy.

However, as part of operating and protecting the Okapay payment ecosystem, Okapay may independently review customer complaints and payment-related issues and may take action where reasonably necessary.

Each merchant using Okapay must maintain a clear and accurate refund and cancellation policy appropriate to its products or services and applicable law.

Customers should normally contact the merchant first regarding:

• Product returns
• Service cancellations
• Refund requests
• Order cancellations
• Subscription cancellations
• Product or service disputes

However, contacting the merchant first does not prevent Okapay from independently reviewing a complaint or taking action under this Policy.

If a customer contacts Okapay and claims that they paid for goods or services that were not delivered, were materially different from what was represented, or otherwise believes they have a valid payment-related claim, Okapay may investigate the transaction.

Following its review, Okapay may, at its reasonable discretion and without obtaining prior approval from the merchant:

• Issue a full refund;
• Issue a partial refund;
• Reverse or cancel a payment where technically and legally possible;
• Initiate a payment dispute or other payment-network process;
• Require the merchant to provide evidence of fulfillment;
• Take other reasonable measures to protect the customer and the integrity of the payment system.

Okapay may take such action where reasonably necessary based on customer protection, fraud prevention, payment-network requirements, merchant risk, regulatory obligations, or other legitimate operational or compliance considerations.

By using Okapay, the merchant authorizes Okapay to issue refunds or payment reversals in accordance with this Policy and the applicable Okapay Terms & Conditions.

Okapay does not need to obtain separate approval from the merchant for each refund where Okapay is exercising its rights under this Policy.

Okapay will generally notify the merchant when a refund is issued, subject to legal, regulatory, fraud-prevention, security, or payment-partner requirements.

Where Okapay issues a refund relating to a merchant's transaction, the merchant remains responsible for the refunded amount unless Okapay expressly agrees otherwise.

Okapay may recover the refunded amount by:

• Deducting it from the merchant's available balance;
• Deducting it from future settlements;
• Applying available reserve funds;
• Debiting another account or balance maintained with Okapay where permitted;
• Recovering the amount through other lawful means.

Applicable processing, refund, dispute, or other fees may also be deducted where permitted under the merchant's agreement or applicable pricing.

If the merchant does not have sufficient funds available, the amount may become an outstanding balance owed to Okapay.

If a customer reports that goods or services were not delivered, Okapay may request evidence from the merchant.

Examples of evidence may include:

• Delivery confirmation
• Tracking information
• Service completion records
• Customer communications
• Digital delivery records
• Login or access records
• Proof of fulfillment
• Other relevant documentation

If the merchant does not provide sufficient evidence within the requested period, Okapay may issue a refund or take other appropriate action.

Okapay may review complaints where a customer claims that the goods or services received were materially different from what was advertised or purchased.

Where Okapay reasonably determines that a refund is appropriate, it may issue a full or partial refund without prior merchant approval.

If a transaction is reported as unauthorized or potentially fraudulent, Okapay may investigate and may refund, reverse, block, or otherwise restrict the transaction where reasonably necessary.

Okapay may also cooperate with banks, payment processors, card networks, lawenforcement agencies, regulators, and other relevant parties.

A customer may also dispute a transaction directly with their bank, card issuer, wallet provider, or other payment provider.

A chargeback is separate from a merchant-issued refund.

If a chargeback occurs, Okapay may provide transaction and merchant information to the applicable payment processor, acquiring institution, card network, bank, or other payment provider.

Refund processing times depend on the payment method and the financial institutions involved.

Although Okapay may initiate a refund promptly, the time required for the funds to appear in the customer's account may vary.

Okapay may issue a partial refund where appropriate based on the circumstances of the complaint, the value of the undelivered or deficient portion of the goods or services, or other relevant factors.

Okapay may make reasonable decisions regarding customer protection based on the information available at the time.

Where appropriate, merchants may provide evidence or information for Okapay to consider.

Nothing in this Policy prevents a merchant from separately resolving a customer complaint or pursuing any rights available to it under applicable law or contract.

A merchant may request cancellation of its Okapay account by contacting:

[email protected]

Account cancellation does not eliminate outstanding obligations, including refunds, chargebacks, disputes, fees, reserves, or other amounts owed.

Okapay may retain or apply funds where reasonably necessary to cover existing or reasonably anticipated obligations, subject to applicable law and contractual requirements.

Customers may contact Okapay regarding a payment-related complaint at:

[email protected]

Merchants may contact Okapay regarding refund decisions or account matters at:

[email protected]

Okapay 4 Boston Street, Bolton, Greater Manchester, England, BL3 2NQ, United Kingdom

Phone: +447853756631