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Pagamio Refund Policy

Pagamio Refund Policy

Pagamio Refund Policy

Effective date: 1 June 2025

1. Nature of Services

Pagamio facilitates the purchase and delivery of prepaid products and digital services (such as airtime, data, prepaid electricity, bill payments, vouchers, etc.). These services are delivered electronically and are typically non-refundable once processed.

2. General Refund Principle

Due to the irreversible nature of electronic transactions, all sales are final once a transaction is successfully completed. Refunds will only be considered in the following exceptional cases:

  • A transaction was processed in error due to a system malfunction attributable to Pagamio.
  • A service or product was not delivered as a result of a failure on Pagamio’s side.
  • A duplicate transaction occurred due to a technical fault.

Refunds will not be granted for:

  • Purchases made with incorrect details provided by the customer (e.g., wrong meter number, phone number, or voucher selection).
  • Transactions where delivery was successfully confirmed by the network, supplier, or aggregator.
  • Delays attributable to third-party networks or service providers.

3. Refund Request Procedure

To request a refund, the customer must submit a written request to support@pagamio.com within 48 hours of the transaction. The request must include:

  • Full name and contact details
  • Date and time of transaction
  • Transaction reference number
  • Proof of payment
  • A detailed explanation of the issue

Failure to provide accurate and complete information may result in a delay or rejection of the refund request.

4. Investigation and Resolution

All refund requests are subject to internal investigation. Pagamio may liaise with the relevant service provider or aggregator to verify the transaction status. Resolution may take up to 7 business days, although Pagamio will make every effort to resolve issues as swiftly as possible.

5. Outcome and Reimbursement

If the refund request is approved:

  • Funds will be reimbursed to the original payment method, or
  • A credit may be issued to the customer’s Pagamio account or wallet (where applicable)

Pagamio reserves the right to refuse a refund where it is found that the transaction was completed correctly and the service was delivered as intended.

6. Fraud and Abuse

Any suspected fraudulent use of Pagamio’s platform or refund process may result in suspension or termination of services and will be reported to relevant authorities.


Contact us

For further assistance regarding refunds, please contact:

Email: support@pagamio.com

Business Hours: Monday to Friday, 08:00 – 17:00

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