Last Updated: October 16, 2025

1. General Refund Policy

At KINEMPAY, we are committed to providing reliable and efficient services. This Refund Policy outlines the circumstances under which refunds or reversals may be issued for transactions on our platform.

2. Eligible Refund Scenarios

Refunds may be issued in the following situations:

• Transaction failure: When funds are debited from your wallet but the service is not delivered
• Duplicate transactions: When the same transaction is processed multiple times in error
• System error: When a technical error results in incorrect charges
• Service provider failure: When the third-party service provider fails to deliver the service
• Wrong amount charged: When an amount different from the displayed price is debited

3. Non-Refundable Transactions

Refunds will NOT be issued in the following cases:

• Incorrect recipient details: When you provide wrong phone numbers, meter numbers, or smartcard numbers
• Successful delivery: When the service has been successfully delivered to the recipient
• Change of mind: After a transaction has been completed successfully
• Third-party disputes: Issues between you and the recipient of the service
• Network provider issues: When the network provider delivers the service but with delays
• Expired vouchers or tokens: Services that have been successfully generated but not used

4. Refund Processing Time

• Automatic reversals for failed transactions: 24-48 hours
• Manual refund requests: 5-7 business days after verification
• Complex cases requiring investigation: Up to 14 business days
• Refunds are processed back to your KINEMPAY wallet, not to your bank account or card

5. How to Request a Refund

To request a refund, follow these steps:

1. Wait 24 hours after the transaction to allow for automatic processing
2. Contact our customer support through the contact form on our website
3. Provide the following information:
   • Transaction ID or reference number
   • Date and time of transaction
   • Amount charged
   • Description of the issue
   • Screenshot of transaction receipt (if available)
4. Our team will investigate and respond within 3-5 business days

6. Service-Specific Refund Policies

6.1 Airtime Top-Up

• Refunds are issued if airtime is not credited within 24 hours
• No refunds for airtime sent to wrong numbers provided by the user
• Airtime delivered to the correct number is non-refundable

6.2 Data Bundles

• Refunds are issued if data is not delivered within 24 hours
• No refunds for data sent to wrong numbers
• Data plans that have been activated are non-refundable
• Refunds will not be issued for unused data due to network coverage issues

6.3 Cable TV Subscriptions

• Refunds are issued if subscription is not activated within 24 hours
• No refunds for subscriptions on wrong smartcard numbers
• Activated subscriptions are non-refundable
• Contact your cable TV provider directly for service quality issues

6.4 Electricity Bills

• Refunds are issued if token is not generated within 24 hours
• No refunds for tokens sent to wrong meter numbers
• Generated tokens are non-refundable even if not loaded
• Keep your token safe; we cannot regenerate lost tokens

7. Wallet Funding Refunds

• Failed wallet funding attempts are automatically reversed to your payment source within 5-7 business days
• Successfully funded wallets cannot be withdrawn to bank accounts
• Wallet funds can only be used for services on the KINEMPAY platform
• In exceptional cases, wallet withdrawal may be processed after thorough verification (subject to administrative fees)

8. Verification Process

All refund requests undergo a verification process to prevent fraud. We may require:

• Proof of transaction (receipt, email confirmation)
• Screenshot showing service not delivered
• Confirmation from the recipient that service was not received
• Government-issued ID for large refund amounts

9. Dispute Resolution

• If your refund request is denied, we will provide a clear explanation
• You may appeal the decision by providing additional evidence
• Final decisions will be communicated in writing via email
• Persistent disputes may be escalated to management for final review

10. Refund Method

All approved refunds are credited to your KINEMPAY wallet. We do not process refunds directly to bank accounts or payment cards. Refunded amounts can be used for future transactions on the platform.

11. Transaction Limits for Refunds

• Refunds below ₦50 may not be processed due to administrative costs
• Large refund amounts (above ₦50,000) may require additional verification
• Multiple refund requests from the same account may trigger a security review

12. Promotional Credits and Bonuses

• Promotional credits are non-refundable
• Bonus amounts cannot be withdrawn
• Promotional offers are subject to specific terms and conditions

13. Contact for Refund Inquiries

For refund inquiries or to report transaction issues, please contact us:

• Email: admin@kinemlabs.com
• Phone: +234 901 967 3953
• Address: 29 Adewumi Layout, Ibadan North, 200132, Oyo, Nigeria
• Response time: 24-48 hours during business days

14. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of KINEMPAY after changes constitutes acceptance of the updated policy.