Refund Policy

This Refund Policy explains how refunds work on SentePro. Card payments (Pesapal) A business can refund a completed card transaction in full or in part, directly from its transaction ledger. When a refund is processed, the platform and gateway fee originally charged on that transaction is reversed proportionally to the amount refunded. Refunds are sent back to the original card used, and may take several business days to appear depending on the customer's card issuer. Mobile money payments (Yo Payments — MTN and Airtel) Mobile money transactions cannot currently be reversed through the SentePro platform. A business that needs to return funds paid by mobile money must arrange this directly with the customer. Requesting a refund Refunds are initiated by the business that received the payment, from its own dashboard. SentePro does not process refund requests on a business's behalf. Disputes If a customer believes a charge was made in error, they should first contact the business they paid. If the matter cannot be resolved directly, either party may raise it through SentePro's dispute process. [This is starter policy text — a super admin should review and finalize it before relying on it for real compliance purposes.]