Refund Policy

Q1: Refund Eligibility
Refunds may be issued for transactions that were processed in error, duplicated, or where the merchant has approved a return in accordance with their own refund terms. Eligibility is reviewed on a case-by-case basis in line with SparkNext Solutions’ processing agreement with the merchant.

Q2: Non-Refundable Situations
Transaction fees, service charges, and payments already settled and withdrawn by the merchant are generally non-refundable. Refunds are also not issued for delays or disputes arising from the merchant’s own product or service, which are handled directly between the merchant and their customer.

Q3: Refund Request Process
To request a refund, the merchant (or customer, through the merchant) must submit a request through our support portal or contact our support team directly, providing the transaction ID, date, and reason for the refund request. Our team will review and verify the transaction before processing.

Q4: Refund Timeline
Once approved, refunds are typically processed within 5–10 business days, depending on the payment method used and the policies of the issuing bank or wallet provider. Processing times may vary during peak periods.

Q5: What if my refund hasn’t arrived after the stated timeline?
If your refund hasn’t reflected after the standard processing window, please contact our support team with your transaction ID so we can trace the payment and follow up with the relevant bank or wallet provider on your behalf.