Refund handling applies to supported Kashtok payment services and also depends on provider and payment-network rules.
1. Eligible cases
- A debit for a transaction confirmed as failed.
- A duplicate charge.
- A verified Kashtok or provider error.
- Funds returned by a biller, merchant or receiving institution.
- A promptly reported unauthorized transaction confirmed by investigation.
2. Generally excluded
A successful transfer, airtime purchase, data purchase, bill payment or card transaction is generally not refundable where the user supplied incorrect details, changed their mind or disputes goods or services supplied by an independent merchant.
3. Requesting a refund
Email info@kashtok.com with the subject “Refund Request”. Include your registered contact details, transaction reference, date, amount, recipient or biller, explanation and safe supporting evidence.
4. Review and timelines
We may request identity verification and contact relevant providers. We aim to acknowledge requests within 2 business days and resolve straightforward eligible cases within 5 business days. External investigations may take up to 10 business days or longer.
5. Refund destination
Approved refunds are normally returned to the original payment method or Kashtok balance. You may not recover the same amount twice through Kashtok and another institution.