Waya keeps detailed logs of all transactions that take place. Waya will conduct a detailed investigation of all refund requests for prepaid services. In cases where it is possible to "return" the services already paid we will endeavor to process a return subject to the refund policy of the Waya Merchant whose service(s) was prepaid for.
For users making payments using Waya:
Waya supports the ability to refund charges made to your account, either in whole or in part. If the original charge underwent currency conversion, the refunded amount is converted back using the same process. There are no fees to refund a charge, but the fees from the original charge are not returned.
For Waya Merchants issuing refunds on payments received through their Waya account:
We submit refund requests to your customer’s bank or card issuer or mobile money wallet immediately. Your customer may see the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be canceled. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded.
We’ll also send an email to your customer notifying them of the refund, if customer made payment through the Waya app and is duly registered as a Waya User.