Acopesa Refund Policy
Effective Date: 04/01/2024
At Acopesa, we strive to ensure a seamless experience for all users of our platform. This Refund Policy outlines the terms and conditions regarding refunds for transactions carried out on Acopesa.
1. General Policy
Refunds are processed based on the nature of the transaction and the circumstances under which the refund is requested. As a financial services platform, Acopesa facilitates transactions between users (e.g., parents and students) and between users and merchants (e.g., canteens or agents). Once a transaction is completed, the funds may not be eligible for a refund unless certain conditions are met, as detailed below.
2. Eligibility for Refunds
Refunds will only be considered under the following circumstances:
- Unauthorized Transactions: If a transaction is proven to be unauthorized or fraudulent, Acopesa will investigate the claim and, upon verification, refund the full amount to the user.
- Processing Errors: In cases where Acopesa processes a transaction incorrectly, we will refund the incorrect amount and adjust the transaction.
- Service or Product Issues: If the product or service purchased through Acopesa is defective or not delivered as agreed, we may assist in facilitating a refund with the relevant merchant or service provider.
3. Non-Refundable Transactions
Refunds will not be issued in the following cases:
- Completed Transactions: Once funds have been successfully transferred and the transaction is complete, refunds may not be issued unless due to a processing error or unauthorized transaction.
- Voluntary Payments: Transactions made voluntarily by users, such as sending money to students or making purchases at participating merchants, are considered final and non-refundable.
- Failure to Comply with Acopesa Terms: If you breach Acopesa’s Terms and Conditions, any fees or payments made may not be eligible for a refund.
4. Refund Process
To request a refund, users must follow these steps:
- Submit a Request: Contact Acopesa customer support at [Insert Contact Information] with details of the transaction, including the transaction ID, date, and reason for the refund request.
- Investigation: Acopesa will review and investigate the request. This may involve communicating with third parties, such as merchants or financial institutions.
- Decision: After reviewing the refund request, Acopesa will notify the user of its decision via email or the Acopesa platform. If approved, the refund will be processed within [Insert Number of Days] business days.
- Refund Method: Approved refunds will be credited back to the original payment method used for the transaction. In cases where this is not possible, an alternative method may be agreed upon with the user.
5. Refund Timeframes
Refunds may take up to [Insert Number of Days] business days to be processed and reflected in your account, depending on your bank or financial institution. Delays may occur due to external factors beyond Acopesa’s control.
6. Transaction Fees
In certain cases, Acopesa may charge a processing fee for handling refund requests. This fee, if applicable, will be communicated to you during the refund process.
7. Changes to Refund Policy
Acopesa reserves the right to update this Refund Policy at any time. Any changes will be posted on our website or platform, and the effective date will be updated accordingly. Continued use of the platform following any changes indicates your acceptance of the revised policy.
8. Contact Us
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us at:
- Email: info@acopesa.co
- Phone: +256760178167
- Address: Plot 2, Lugard Road, Nakasero Hill