Refunds & Chargebacks

Failed and reversed debits

When a scheduled debit fails, Pay4U keeps the amount ring-fenced in the funding wallet and retries under the mandate retry policy. If a provider debits you but the transaction is later reversed, the funds return to the originating wallet with the original reference attached.

Refund timelines

• Instant transfer (NIP) reversals: usually within 24 hours, up to 5 working days for interbank cases.
• Card transactions: 5 to 14 working days depending on the issuing bank.
• Direct debit mandates: within 3 working days of the provider confirming the reversal.

Duplicate charges

Every Pay4U instruction carries an idempotency reference. Where a provider processes the same reference twice, we detect the duplicate during reconciliation and initiate the reversal without you needing to file a claim.

Chargebacks

Card chargebacks are handled by the issuing bank under scheme rules. Pay4U supplies transaction evidence, audit-log entries and mandate consent records on request. Filing a chargeback for a payment you authorised may lead to account restrictions under our Acceptable Use Policy.

How to request a refund

Raise the transaction reference through the in-app support channel. Refund decisions are communicated in writing, and rejected requests can be escalated under our Complaints & Dispute Resolution policy.