Refunds, Cancellations & Chargebacks Policy — JabalPay

Effective date: March 4, 2026
Last updated: July 18, 2026

This policy explains JabalPay’s position on refunds, cancellations, and chargebacks/disputes for transactions made through JabalPay (the “Services”). This policy forms part of our Terms of Service (Consumer).

Contact (all inquiries): [email protected]

1) How cancellations and refunds are handled

Whether a transaction can be cancelled, stopped, or refunded depends on the payment method, the corridor, the processing stage, and the policies of the banking, payment, and settlement partners involved in executing it. These requests are assessed case by case.

Once funds are received for processing, they are sent, converted, and delivered to the recipient through our partners. After delivery, a transaction is generally irreversible.

If you need help with a specific transaction, contact [email protected] as soon as possible and include your transaction details.

2) Your responsibility for details (very important)

You are solely responsible for ensuring all transaction details are accurate, including but not limited to:

• recipient name and account details

• destination country/corridor

• amount and currency

If you provide incorrect details (for example, wrong recipient account information), your funds may be permanently lost. JabalPay is not responsible for losses caused by sender error.

3) Cancellations and stops

If you need to cancel a transaction, contact us immediately. We will attempt to accommodate the request where the processing stage and partner policies allow it, but we cannot guarantee it:

• cancellation may no longer be possible once processing has begun, and

• we cannot reverse or recall funds after they are delivered to the recipient.

Do not send a transaction unless you are completely sure the destination and details are correct.

4) Chargebacks and disputes

Some funding methods (depending on what you used to pay) may allow you to request a chargeback or file a dispute with your bank or payment provider.

If you file a chargeback/dispute:

• we may restrict or suspend your JabalPay account during the investigation,

• we may provide transaction information and evidence to the bank/payment provider, and

• you may remain liable for amounts owed if the dispute is denied or reversed.

Important: A chargeback does not reverse a completed delivery. If funds were already delivered to the recipient, that delivery generally remains final.

5) Mistakes, fraud, and unauthorized access

If you believe your account was accessed without authorization, contact [email protected] immediately.

However:

• transactions sent from your account are treated as authorized by you unless we determine otherwise, and

• because completed deliveries are generally irreversible, recovery may not be possible even in cases of fraud or unauthorized access.

You are responsible for keeping your login credentials secure and for promptly notifying us of suspicious activity.

6) Compliance and legal requirements

We may take actions required by applicable law, regulation, or lawful requests (including compliance reviews). These actions may include delaying onboarding, restricting access, or requesting additional information.

Nothing in this policy limits any rights or obligations that cannot be excluded under applicable law.

7) Changes to this policy

We may update this policy from time to time. If we do, we will update the “Last updated” date and publish the revised policy on our website.

Contact

For questions about this policy, email [email protected].