Kuzapay Legal

Our policies and terms for using Kuzapay services

Refund & Reversal Policy

Last Updated: April 12, 2026

At Kuzapay, we understand that payment disputes and transaction errors can occur. This policy outlines our procedures for handling refunds and reversals in accordance with Kenyan financial regulations and our platform's operational model.

1. Our Operational Model

Kuzapay operates as a pass-through payment facilitator, not as a custodial service. This means:

  • Non-Custodial: We do not hold funds in traditional accounts like a bank.
  • Direct Disbursement: Funds are transferred directly from payers to your M-Pesa account.
  • 24-Hour Security Window: All transactions undergo a 24-hour verification period before disbursement.

2. Transaction Reversal Scenarios

2.1. Payer-Initiated Reversals

If a payer accidentally sends money to your Kuzapay link:

  • Within 24 Hours: The transaction can be reversed through Safaricom's standard reversal process.
  • After 24 Hours: Reversals must be initiated directly with Safaricom customer service.
  • Kuzapay's Role: We provide transaction details and assist with verification.

2.2. Recipient-Initiated Refunds

If you need to refund money received through your Kuzapay link:

  • Direct M-Pesa Transfer: You can send money back directly via your M-Pesa menu.
  • Transaction Fees: Standard M-Pesa transaction fees will apply to the refund.
  • Kuzapay Fees: Our platform fees are non-refundable once a transaction is processed.

3. Dispute Resolution Process

3.1. Reporting a Dispute

To report a payment dispute or request assistance:

  • Timeline: Report within 7 days of the transaction date.
  • Required Information: Transaction ID, amount, payer details, and dispute reason.
  • Contact Method: Email hello@kuzapay.app with subject "Dispute - [Transaction ID]".

3.2. Investigation Process

  • Verification: We verify transaction details with our records and Safaricom.
  • Timeline: Standard investigations take 3-5 business days.
  • Communication: We provide regular updates on the investigation status.

4. Limitations & Exclusions

Kuzapay cannot process reversals for:

  • Completed Transactions: Transactions older than 30 days.
  • Service Disputes: Disputes about the quality of goods/services exchanged.
  • Unauthorized Access: If your account was compromised due to weak security practices.
  • Force Majeure: Disruptions caused by Safaricom network issues or regulatory changes.

5. Best Practices

  • Verify Details: Always double-check transaction details before sending money.
  • Secure Account: Use strong passwords and enable two-factor authentication.
  • Keep Records: Save transaction confirmations for future reference.
  • Report Promptly: Contact us immediately if you suspect unauthorized activity.

SUPPORT CONTACT

  • Email: hello@kuzapay.app
  • Phone: +254 236 593 85
  • Location: Nairobi, Kenya