Craftszetu

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Refund and Chargeback Policy

How refunds, disputes, and chargebacks are handled.

1. Purpose

This Refund and Chargeback Policy (“Policy”) establishes the procedures for managing refunds and chargebacks at Craftszetu Enterprise (“Craftszetu”). It is designed to promote transparency, regulatory compliance, and operational efficiency while ensuring that customers are treated fairly. The policy serves as a framework to protect the financial ecosystem and minimize risks associated with fraudulent or unjustified claims. By outlining the responsibilities of all stakeholders, this document ensures that transactions are processed with integrity and that disputes are resolved fairly and efficiently.

2. Scope

This Policy applies to all transactions processed through Craftszetu’s payment platform, including but not limited to domestic and international payments, mobile money transfers, and card-based transactions. It governs interactions between ourselves and customers, outlining their rights and obligations in cases of refunds and chargebacks.

3. Definitions

  • 3.1. Refund: A return of funds to a customer who has made payment for goods or services typically initiated by the merchant in response to a legitimate customer request.
  • 3.2. Chargeback: A dispute resolution process in which a customer contacts their bank or card issuer to reverse a transaction, resulting in the payment being deducted from the merchant’s account.
  • 3.3. Customer: The individual or business that makes a payment via our website.
  • 3.4. Transaction ID: A unique identifier for each transaction processed through our system.
  • 3.5. Dispute: A formal claim raised by the customer challenging the validity of a transaction.

4. Refund Policy

4.1. Eligibility for Refund

Refunds are processed in accordance with the terms and conditions, which are clearly communicated to customers at the time of purchase. Refunds may be granted in the following cases:

  • The customer cancels the transaction within the allowable timeframe.
  • Goods or services were not delivered as agreed or were defective.
  • A duplicate payment or erroneous charge was made.
  • A fraudulent or unauthorized transaction is detected, subject to transaction review and verification.

4.2. Refund Process

4.2.1. Customer Request: The customer must request a refund through our support channel (Email). The request must include the Transaction ID, the reason for the refund, and relevant proof of purchase.

4.2.2. Merchant Review: We are required to validate the claim by reviewing your order details, delivery confirmations, and any supporting documentation. If the claim is deemed valid, then We will refund the customer. If the request is denied, we will provide a clear explanation to the customer.

4.2.3. Processing Time: Refunds will typically be processed within 3 to 5 business days, depending on the payment method and issuing bank.

4.3. Non-Refundable Payments

Certain payments are ineligible for refunds unless mandated by law or explicitly permitted under the refund policy. These include digital goods and virtual services that have already been delivered, transactions involving promotional discounts, gift cards, or loyalty-based payments, and settled funds that have been fully withdrawn or transferred.

4.4. Our Responsibilities

  • We are required to provide transparent and easily accessible refund policies.
  • We shall respond to refund requests within 48 hours and retain transaction records, customer communication logs, and proof of delivery for a minimum of three (3) years.
  • In the event of multiple refund claims, we may need to work closely with other stakeholders to detect potentially fraudulent activities and mitigate risks associated with excessive refund volumes.

4.5. Customer Responsibilities

Customers must ensure that they provide accurate transaction details when requesting a refund. Supporting evidence, such as transaction receipts, email correspondence, and delivery confirmations, should be included in the refund request to facilitate a smooth review process.

4.6. Refund Risk Management

Craftszetu may implement various risk management strategies to prevent refund fraud and abuse. We may adopt identity verification mechanisms, such as 3D Secure authentication to minimize fraudulent refund claims.

5. Chargeback Policy

5.1. Chargeback Process

5.1.1. Customer Initiation: A chargeback may be initiated by the customer by contacting their bank or card issuer to dispute a transaction. This can occur if the customer believes the transaction was unauthorized, fraudulent, or if the goods/services were not as described.

5.1.2. Issuing Bank Investigation: The issuing bank will review the customer’s chargeback claim and initiate a retrieval request with Ourselves.

5.1.3. Merchant Response: The merchant will be notified of the chargeback and must provide evidence to dispute the claim, such as proof of delivery or customer acknowledgment of the transaction and communication with the customer.

5.2. Chargeback Timeline

  • i. Initial Notice: 2 business days of receiving a chargeback claim.
  • ii. Response Period: up to 10 business days to provide the necessary documentation and evidence to dispute the chargeback.
  • iii. Final Decision: The issuing bank will make a final determination based on the evidence provided. If the chargeback is upheld, the funds will be withdrawn from the merchant’s account. If the chargeback is reversed, the funds will remain with the merchant.

6. Record Keeping

Merchants are required to maintain detailed records of all transactions, refunds, and chargebacks for audit purposes. These records must be retained for a minimum of three (3) years.

7. Amendments to the Policy

We reserve the right to amend this policy at any time. Any changes will be communicated to customers via email or notifications on our website.

10. Contact Information

For any questions or concerns regarding this Refund and Chargeback Policy, please contact customer support team at support@craftszetu.co.ke or call +254 798 088 318.

11. Policy Acceptance, Compliance, and Support

11.1. This Refund and Chargeback Policy is designed to create a transparent, fair, and secure environment for all parties engaging in transactions through our ecommerce and payment platform. By clearly outlining the processes, responsibilities, and expectations for refunds, chargebacks, and dispute resolution, we aim to protect and uphold the integrity of our financial ecosystem.

11.2. All users of our platform are expected to adhere to this Policy, ensuring that disputes are handled professionally and in accordance with industry best practices. For support, please reach out via:

Note: Craftszetu reserves the right to modify this Policy at its discretion. Any amendments will be communicated through our official channels, and continued use of our services constitutes acceptance of the revised Policy.