1. Introduction

At RangePay, we understand the importance of transparent and fair practices in the bill payment industry. Our Reversal Policy outlines the procedures and conditions for reversing transactions initiated on our platform. Please read this policy carefully to understand the criteria for reversals.

2. Definition of Reversal

2.1 Reversal Process:

• A "Reversal" refers to the process where a customer requests a refund for a payment made on our platform due to the non-receipt of the expected value from the service paid for.

2.2 Investigation Process:

• Upon receiving a reversal request, RangePay will conduct a thorough investigation, which may involve requesting additional information from the customer to assist in the evaluation process.

3. Customer Responsibilities

3.1 Prompt Notification:

• If you suspect an unauthorized or problematic transaction under your account, you agree to notify us immediately to enable us to take necessary actions and prevent financial loss.

3.2 Claims Period:

• All claims related to payments should be made within thirty (30) days from the date of the payment. After this period, it will be considered that you waive all claims against us to the fullest extent of the law.

3.3 Indemnification:

• You are responsible for and agree to indemnify us for all reversals, charge-backs, claims, and other liabilities caused by or arising from payments that you authorized or accepted.

4. Dispute Resolution

4.1 Technical Failures:

• Your only remedy for a technical failure or interruption of service is to request that your transaction be completed at a later time.

4.2 Tax Responsibility:

• It is your responsibility to remit any taxes applicable to your transactions. Failure to do so may result in indemnification claims against you.

5. Conditions for Reversal

5.1 Failed Transactions:

• Failed or unsuccessful transactions on RangePay are subject to a full refund, unless the customer states otherwise.

5.2 Criteria for Failed Transactions:

• A transaction qualifies as failed only if RangePay receives payment, and the service provider does not provide the expected value, where the service provider did not accept payment for the transaction attempt.

6. Exceptions; Conditions Ineligible for Reversal

6.1 Customer Input Errors:

• Successful transactions with wrong information inputted by the customer are ineligible for reversal.

6.2 Service Provider's Refusal:

• Transactions where the service provider refuses to provide the service to the customer but accepts payment are ineligible for reversal.

6.3 Debt Offset:

• Transactions where the amount paid was taken to offset a debt in part or completely are ineligible for reversal.

7. Dispute Submission and Resolution

7.1 Dispute Submission:

• Any disputes about a transaction must be submitted to us via email to support@rangepay.ng, appropriately titled “Request for refund,” within 30 days of the transaction.

7.2 Finality of Transactions:

• Disputes not brought within the 30-day period will be considered final and not subject to challenge.

8. Refund Processing

Refunds are usually processed within seven (7) working days of receipt of the dispute.

If you have any questions or concerns regarding the Reversal Policy, please contact us at support@rangepay.ng.

Thank you for your understanding and cooperation with RangePay's Reversal Policy.