Fair & Transparent
Refund Policy
Last Updated: March 1, 2025
Last Updated: March 1, 2025
At Reava Pay, we strive to ensure you're satisfied with our services. This Refund Policy explains when and how you can request refunds for subscription fees and transaction charges. We aim to handle all refund requests fairly and transparently.
Please read this Refund Policy carefully before using our service. By using Reava Pay, you agree to the terms outlined in this policy.
Our subscription refund policy includes the following terms:
Reava Pay charges transaction fees for processing payments and settlements through M-Pesa. Our policy for these fees includes:
We understand that special situations may arise. We consider refund requests for the following circumstances on a case-by-case basis:
Documentation or evidence may be required to process refunds for special circumstances. We review each case individually and make our best effort to resolve the situation fairly.
To request a refund, please follow these steps:
Refunds are generally processed to the original payment method used for the charge:
Please note that some payment processors or banks may have their own processing times and fees that are outside of our control.
We reserve the right to update or modify this Refund Policy at any time. Any changes will be effective when posted on this page with a revised "Last Updated" date. We encourage you to review this Refund Policy whenever you access our services.
If we make significant changes to this policy, we will notify you through the app or via email.
If you have questions about our Refund Policy, please contact our support team at support@reavapay.com or call +254 717 114 858.
Common questions about our refund process
The refund process typically takes 7-14 business days to complete from the time your refund is approved. M-Pesa refunds usually process faster (within 2-5 business days) than other methods. Bank processing times may vary depending on your financial institution. Once we've processed the refund on our end, you'll receive a confirmation email with tracking details. If you haven't received your refund after 14 business days, please contact our support team for assistance.
If you accidentally send money to the wrong person through Reava Pay, our transaction fees are generally non-refundable since the service was successfully provided. However, we can help facilitate communication with the recipient to request they return the funds. Contact our support team immediately if this happens. We recommend:
While we cannot guarantee recovery of misdirected funds, we'll make our best effort to help resolve the situation.
Yes, if you accidentally selected the wrong subscription plan (for example, upgrading to Business when you intended to choose Pro), you can request a plan change and refund for the price difference. To qualify for this adjustment:
We'll process the plan adjustment and refund the price difference to your original payment method. If you wait longer than 48 hours or have used premium features, we may still be able to downgrade your plan but the refund would typically apply to your next billing cycle rather than as an immediate refund.
We generally don't provide refunds for unused portions of a subscription period after the 14-day initial refund period. When you cancel your subscription, you'll continue to have access to your paid features until the end of your current billing cycle. After that, your account will revert to the free Lite plan.
However, we understand that exceptional circumstances may arise. If you need to cancel due to:
Please contact our support team, and we'll review your case individually. If approved, we may provide a prorated refund for the unused portion of your subscription.
To expedite your refund request, please provide the following documentation:
For special circumstance refunds, additional documentation may be requested depending on the situation. For example, for unauthorized transactions, we may ask for identity verification or details about the unauthorized access. All documentation is handled securely and in accordance with our Privacy Policy.
Our support team is here to help with any refund inquiries