Refund Policy

SarafuPay is a payment collection platform. All payments made through SarafuPay are processed by Snippe, a third-party payment gateway. SarafuPay receives payment outcomes from Snippe via verified webhooks and records them for your dashboard.

This Refund Policy explains how SarafuPay handles requests related to completed contributions, failed transactions, duplicate payments, and suspected fraud. Please read it carefully before making or accepting payments.

Contributions made to SarafuPay collections are generally non-refundable once the payment has been confirmed as completed by Snippe.

This policy exists because:

• Completed contributions are credited to the collection balance immediately.
• Collection owners may begin withdrawing available funds.
• Reversing completed contributions after payout is not technically possible on a per-transaction basis.

SarafuPay may, at its sole discretion, assist in cases where a contribution was made in clear error or as a result of fraud.

If a payment is marked as failed, expired, or cancelled by Snippe, no funds are collected and no charge is applied.

If you believe a payment failed but funds were still deducted from your mobile money account, please contact your mobile money provider first — Snippe handles all payment processing and charge reversals.

If you accidentally made two payments for the same contribution:

• Contact us at support.sarafupay@gmail.com with your payment reference numbers.
• We will verify both payments in our system.
• Duplicate payment reviews are handled case-by-case.
• Resolution may require coordination with Snippe depending on payment status.

Please do not attempt multiple payment retries for the same contribution without checking your payment status first. The payment return page shows the current status of your most recent transaction.

SarafuPay takes fraud seriously. If you believe a collection on our platform is fraudulent or misleading:

• Contact us immediately at support.sarafupay@gmail.com.
• Provide the collection link and a description of your concern.
• We will investigate and may suspend the collection and associated account.
• In serious cases, we will escalate to relevant authorities.

Contributors to a collection that is found to be fraudulent may be eligible for a case-by-case review, but refunds cannot be guaranteed once funds have been disbursed.

Withdrawal requests that have been approved or are being processed cannot be reversed after payout has been initiated.

If a withdrawal is marked as failed after initiation, the deducted amount is reviewed by our team. Where possible, the balance may be reinstated — contact us at support.sarafupay@gmail.com with your withdrawal reference.

Withdrawals marked as rejected before payout is initiated return the full balance to your available withdrawal balance immediately.

A review or refund request may be considered eligible in the following cases:

• Duplicate payment confirmed by SarafuPay and Snippe.
• Payment made to a collection that SarafuPay has suspended for fraud.
• Technical error caused an incorrect charge (verified by our team).
• Payment deducted from your mobile account but confirmed as failed in our system.

The following are generally not eligible for a refund:

• Change of mind after a contribution is completed.
• Disputes with a collection owner about how funds will be used.
• Payments where the contributor did not read the collection description.
• Delays in withdrawal processing (these are not refunds — the funds remain in your balance).

To request a review of a payment or raise a dispute:

• Email support.sarafupay@gmail.com with the subject: "Payment Review Request".
• Include your full name, the collection name or link, and your payment reference number.
• Describe the issue clearly and attach any relevant screenshots.
• We will acknowledge your request within 2 business days.

For urgent fraud reports, mark your email subject as: URGENT: Fraud Report.

Timelines are estimates and may vary depending on case complexity and third-party response times.

All payment processing on SarafuPay is handled by Snippe. SarafuPay does not process, hold, or settle payments — Snippe does.

For payment-related technical issues, charge reversals, or mobile money disputes, you may need to contact Snippe directly. SarafuPay can provide your payment reference number to assist with Snippe inquiries.

Questions? Contact us at support.sarafupay@gmail.com or visit our Contact page.