Zylo Payments provides payment processing services that enable businesses (“Merchants”) to accept and manage payments. This Refund and Returns Policy explains how refunds are handled when transactions are processed through our platform.
1. Role of Zylo Payments
Zylo Payments acts as a payment gateway and does not sell products or services directly to customers. This means:
- We do not control the quality, delivery, or availability of goods and services sold by merchants
- We do not issue refunds on behalf of merchants unless explicitly authorized
- Refund decisions are made by the merchant, not Zylo Payments
If you made a purchase through a business using Zylo Payments, you should contact that business directly for any refund or return request.
2. Merchant Responsibility
Merchants using Zylo Payments are responsible for:
- Clearly communicating their refund and return policies to customers
- Handling all refund requests, disputes, and complaints
- Processing approved refunds through the Zylo Payments platform
Merchants must comply with all applicable laws and card network rules when issuing refunds.
3. Refund Processing
When a merchant approves a refund:
- The refund is initiated through Zylo Payments’ system
- Funds are returned to the original payment method where possible
- Processing times may vary depending on banks, card networks, or mobile money providers
Typical timelines:
- Card payments: 5–10 business days
- Mobile money: Within 24–72 hours
- Bank transfers: 2–7 business days
Delays may occur due to factors outside Zylo Payments’ control.
4. Non-Refundable Fees
Unless required by law or stated otherwise:
- Transaction fees charged by Zylo Payments are non-refundable
- Service or processing fees may still apply even when a refund is issued
5. Chargebacks and Disputes
Customers may initiate a chargeback through their bank or payment provider if they are not satisfied with a transaction.
In such cases:
- The payment provider investigates the claim
- The merchant must provide supporting evidence
- Fees or penalties may apply to the merchant
Zylo Payments may assist in managing the dispute process but does not control the final decision.
6. Fraud and Unauthorized Transactions
If you believe a transaction was unauthorized:
- Contact your bank or payment provider immediately
- Notify the merchant involved
- You may also contact Zylo Payments support for assistance
We take fraud seriously and may investigate suspicious activity.
7. Limitation of Liability
Zylo Payments is not responsible for:
- The outcome of refund requests between customers and merchants
- Delays caused by banks or third-party providers
- Losses resulting from merchant policies or actions
Our role is limited to processing transactions securely and efficiently.
8. Changes to This Policy
We may update this Refund and Returns Policy from time to time. Any changes will be posted with an updated revision date.
9. Contact Us
If you have questions about refunds processed through Zylo Payments, contact us.