Refund & Dispute Policy

• Instant Reversals: If you purchase mobile airtime, data subscriptions, utility bill tokens, or cable TV packages and the transaction fails on the network operator’s end, our system will trigger an automated reversal.

• Reversal Window: These reversals are instant and will credit the transaction value back into your Dagpay wallet within five (5) minutes of the failed state. You will receive an automated transaction status notification.

Sometimes, bank transfers or card payments succeed on your bank app, but network lag prevents our gateway from updating your wallet balance in real-time. In such cases:

• Self-Service Reconciliation: Log into your dashboard, go to the Wallet page, and use our self-service "Reconcile Funding" option to trigger a manual check of the gateway transaction ref.

• Support Resolution: If self-service fails, contact support@dagpay.co with your transaction reference, receipt screenshot, and account email. Our support team will verify the payment and credit your wallet manually within 24 hours.

In compliance with telecom wholesale policies, the following transactions are strictly non-refundable once successfully delivered:

• Wrong Phone Number: Airtime or data sent to a wrong phone number entered by the user.

• Wrong Meter/Smartcard: Electricity tokens or cable TV subscriptions credited to a wrong meter or decoder number entered by the user.

Always verify recipient inputs carefully before typing your transaction PIN.

If you notice an unauthorized charge from Dagpay on your card, you must report it to support@dagpay.co immediately for resolution.

We treat chargeback disputes submitted through banks without prior support contact as fraudulent attempts. Accounts linked to such disputes will be blocked permanently, and we will share transaction logs with regulatory compliance partners and credit bureaus.

We resolve all regular payment disputes within 24-48 business hours. For complex cases involving inter-bank settlement delays, resolution might require up to five (5) business days, depending on partner banks' processing schedules.

For escalations, contact the Head of Customer Support at escalations@dagpay.co.