Refund and Reversal Policy

Effective date: 17 September 2026

When a review may be requested

A payment or account entry may be reviewed where it was duplicated, posted incorrectly, affected by a confirmed provider settlement error, unauthorized, or otherwise approved for correction under SACCO procedures.

How to request a review

Contact the SACCO through its official support channel and provide your name, membership or account details, transaction reference, date, amount, phone number used, and a clear description of the issue. Supporting provider messages or receipts should be included where available.

Investigation

The SACCO may verify the request against wallet records, accounting entries, payment-provider reports, webhook events, and mobile-money settlement information. A payment may remain pending while verification is completed.

Approval and processing

Approved refunds or reversals are processed through the appropriate SACCO or payment-provider channel. Processing times may depend on PesaJet, mobile networks, banks, and settlement partners. Provider or network charges may be non-refundable where applicable.

Incorrect credits

If funds are credited to your account by mistake, do not withdraw or spend them. Notify the SACCO immediately. The SACCO may correct or recover an erroneous credit after investigation.

Duplicate requests

Do not submit repeated requests for the same transaction while an earlier request is being reviewed. Use the original case or transaction reference when following up.