Refund Policy

1. Refunds between you and your customer

Your refund terms with your customers are your own. Please state them clearly in your invoice terms.

2. Requesting a refund

To refund a payment received through BasanuPay, contact support with the transaction reference. Refunds are processed through our payment partner and may take several business days to reach the customer.

3. Effect on your balance

The refunded amount is deducted from your balance when the refund is issued. If a refund fails, the amount is returned to your balance. Platform fees on refunded payments may not be returned.

4. Duplicate payments

If a customer pays an invoice that has already been settled, the duplicate payment is not credited to your balance and is reviewed for refund to the customer.

5. Disputes and chargebacks

If a customer disputes a payment with their bank, we will contact you for evidence. Disputed amounts and related fees may be deducted from your balance if the dispute is lost.

6. Customers

If you paid an invoice and need help, contact the seller first. If you cannot resolve the issue, email us with the invoice number.

Contact

Basanu Global Solutions Ltd (RC 9493334), Lagos, Nigeria. Email hello@basanupay.com.