Refund Policy

This Refund Policy (“Policy”) explains when and how Marz Innovations Limited (“MarzPay”, “we”) credits money back to a merchant wallet or to an end customer. It applies to all MarzPay collections, send-money (disbursements), bill payments, airtime and data purchases, bank transfers, card payments, and wallet transfers.

This Policy forms part of the Wallet Agreement and the Terms of Service. If you use MarzPay, you agree to this Policy.

When a debit from your MarzPay wallet does not complete with the payment network, we return the money to the same country wallet that was charged. That includes:

• Failed send money / withdrawals (mobile money disbursements in every supported country): the payout amount and the send-money charge are credited back automatically when the transaction is marked failed or cancelled.
• Failed airtime or data purchases: the amount debited for the purchase is credited back if delivery fails.
• Failed bill payments: the amount is credited back if the utility or biller does not accept the payment.
• Failed bank transfers and bank payouts: the amount (and related bank fee, where it was deducted) is credited back if the transfer does not complete.

Automatic refunds appear on your dashboard as a refund or reversal on the original transaction, usually as soon as the network reports a final failure. You do not need to open a ticket for these cases.

If a collection (payment request, payment link, product checkout, or API collection) fails or is cancelled before it is completed, the payer is not charged through MarzPay and your wallet is not credited.

If a collection is completed, the funds have already been received. MarzPay does not automatically reverse a successful collection. To return money to a customer you may use the in-product refund tools where available, or contact support. Network and MarzPay collection fees already taken on a successful collection are generally not returned unless we caused an error.

Once a send-money, bill payment, airtime, data, or bank payout is completed by the network, the value has left MarzPay. We cannot pull that money back from the recipient’s mobile-money wallet, bank, or biller. Those transactions are not refundable through MarzPay except where we reversed them in error (for example a confirmed false failure) or where a regulator or court requires it.

Card collections follow the card scheme and our card processor. If a customer disputes a charge, you agree to contact MarzPay first and not to raise a chargeback without giving us a reasonable chance to help. Chargeback outcomes, including fees charged by the card network, are applied to your account as the processor reports them. Refunds of completed card collections are handled through the card refund process, not by reversing a mobile-money wallet debit.

Transfers between MarzPay wallets, USD settlement credits, and currency exchange follow the status of each request. Failed or rejected settlement or exchange requests that reserved your balance are released or refunded to the originating wallet. Completed exchanges and approved settlements are not reversed except for operational error.

Automatic refunds are posted in the same currency and country wallet that was debited (for example XAF to the Gabon wallet, UGX to the Uganda wallet). They are typically visible as soon as the original transaction is failed. Bank or mobile-money networks may take longer to confirm a failure; we refund when we have a final failed status, not while a payment is still pending or processing.

If you believe a failed payment was not refunded, or a completed payment was refunded in error:

• Check the transaction page and your wallet balance history for a refund or reversal entry.
• Open a support ticket in the dashboard or email info@wearemarz.com with the transaction reference, amount, date, and country wallet.
• Phone: 0790809954.

We aim to respond within two business days. We may ask for extra KYC or proof before moving funds.

MarzPay may refuse or delay a refund while we investigate fraud, duplicate claims, or a mismatch with the payment network. We may reverse a refund if the network later confirms the original payment succeeded (so the recipient was paid and your wallet cannot be credited twice).

We may update this Policy from time to time. The version and effective date on this page are current. Material changes will be notified through the platform or by email. Continued use of MarzPay after a change is acceptance of the updated Policy.

Marz Innovations Limited, Uganda, Central, Kampala, Nakawa Division, Bukoto II, Ssempagala Zone A, P.O Box 185754 Kampala GPO.
Email: info@wearemarz.com
Phone: 0790809954