StreetPay Smart Refund Policy (In Connection with 9PSB Holding Funds)
1. Introduction
StreetPay is committed to providing a seamless and transparent payment
experience. As our settlement partner, 9 Payment Service Bank (9PSB)
securely holds funds, ensuring compliance with financial regulations.
This policy outlines the conditions and procedures for refunds to
protect users and maintain service efficiency.
2. Eligibility for Refund
A refund request will be considered under the following conditions:
-
Unauthorized Transactions: If a user’s account is
debited without authorization.
-
Failed or Unprocessed Transactions: When a payment is
deducted but not credited to the intended recipient.
-
Duplicate Transactions: Accidental multiple payments
for the same service or product.
-
Service Non-Delivery: If a merchant fails to deliver
the paid-for goods or services within the agreed timeframe.
-
Technical Errors: Malfunctions in the StreetPay
platform causing incorrect debits.
3. Non-Refundable Transactions
Refunds will not be granted in the following cases:
-
Transactions successfully processed and settled with the merchant.
- Payments made to incorrect recipients due to user error.
- Payments for non-refundable digital goods or services.
4. Refund Request Process
To initiate a refund, users must follow these steps:
Step 1: Submit a Refund Request
-
Use the StreetPay App/Web Portal or email
support@streetpayng.com.
-
Provide transaction details, including reference ID, amount, date, and
reason for the refund.
Step 2: Verification & Processing
- StreetPay will review the request within 24–48 hours.
-
If the case requires 9PSB’s involvement, we will escalate it to their
dispute resolution team.
-
Standard resolution timeframe: 2-3 business days (subject to 9PSB
policies).
Step 3: Refund Approval & Disbursement
-
If approved, refunds will be credited back to the original payment
method.
-
If denied, the user will receive a clear explanation of the decision.
5. Escalation & Dispute Resolution
If a refund request is delayed or disputed, users can escalate to
StreetPay Support.
For 9PSB-related issues, StreetPay will liaise directly with 9PSB on
behalf of the customer.
Users can also contact 9PSB customer support if required.
6. Compliance & Fraud Prevention
All refund requests are subject to fraud detection checks.
Multiple refund requests for suspicious transactions may lead to further
verification or account suspension.
StreetPay and 9PSB comply with CBN (Central Bank of Nigeria) regulations
regarding chargebacks and refunds.
7. Policy Updates
StreetPay reserves the right to modify this refund policy to align with
regulatory requirements and business needs. Users will be notified of
any changes via email or in-app notifications.
Contact Information
For refund assistance, contact:
