REFUND POLICY

  1. Role of Kenswitch

Kenswitch Limited is licensed by the Central Bank of Kenya as a payment service provider whose role is limited to the processing, routing, and execution of payment transactions between customers, merchants, financial institutions, and other authorised participants.

Kenswitch is not a party to the underlying commercial relationship between customers and merchants. For the avoidance of doubt, Kenswitch does not supply goods or services its obligations extend only to the provision of payment processing and infrastructure services, as further described in the Terms of Service.

  1. Refunds and Transaction Reversals

Kenswitch is a payment service provider. It is not a merchant, seller, or supplier of goods or services. Kenswitch does not determine, approve, or process refunds on behalf of customers or merchants, and accepts no liability in connection with any refund claim arising from an underlying commercial transaction.

All refund and reversal decisions rest solely with the relevant merchant, financial institution, or scheme participant, in accordance with their applicable policies and contractual arrangements. Customers with refund queries should contact the relevant merchant or their financial institution directly.

Notwithstanding the above, Kenswitch may, in the ordinary course of its operations, facilitate technical reversals in limited circumstances including duplicate transactions, processing errors, or failed transactions subject to verification and the operational requirements of participating institutions. Such facilitation does not constitute an acceptance of liability or an obligation to issue a refund.

  1. Disputes, Chargebacks and Allocation of Responsibility

All disputes, chargebacks, refund claims, and equivalent processes between customers and merchants regardless of how they are described under the applicable payment method or scheme are handled exclusively by the relevant financial institutions or scheme participants, in accordance with applicable rules, contractual arrangements, and operational procedures.

Kenswitch is not a party to such disputes and does not adjudicate, determine outcomes, or accept liability in respect of any chargeback or dispute arising from an underlying commercial transaction between a customer and a merchant.

  1. Legal and Regulatory Consistency

This Policy shall be interpreted consistently with all applicable laws and regulatory requirements, including the National Payment System Act and any supervisory guidance issued by the Central Bank of Kenya.

In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail, unless otherwise required by applicable law or regulation.