Refund Policy

1. Introduction

This Refund Policy (hereinafter referred to as the "Policy") sets forth the terms and conditions for refunds provided by Mustang Financial (Pty) Ltd (hereinafter referred to as "the Company") as a payment service provider in South Africa. This Policy applies to all customers using the Company's payment services, including but not limited to individual consumers and merchants. By using our services, you agree to comply with this Policy.

2. Definitions
• Customer: An individual or entity using the Company's payment services, including consumers and merchants.
• Merchant: An individual or entity that accepts payments through the Company's platform.
• Transaction: Any payment or fund transfer activity conducted through the Company's platform.
• Refund: The return of all or part of the transaction amount in accordance with this Policy.

• Unauthorized Transaction: A transaction activity not consented to or authorized by the Customer.

3. Refund Conditions
3.1 Customers may apply for a refund under the following circumstances:
• Unauthorized Transactions: If the Customer discovers an unauthorized transaction, they must notify the Company immediately and no later than 30 days after the transaction date.
• Technical Errors: Duplicate charges or erroneous charges due to system or technical failures.

• Service Not Provided: When the Merchant fails to provide the purchased goods or services after payment has been completed. The Customer must provide supporting evidence for the refund request, such as communications with the Merchant and transaction receipts.

4. Refund Application Procedure
4.1 Contact Customer Service: Customers should contact the Company to submit a refund application through the following methods:
• Email: support@mustangpay.co.za
• Online Support: https://www.mustangpay.co.za/
4.2 Provide Necessary Information: When applying for a refund, the Customer must provide the following information:
• Full name and contact details
• Transaction date and time
• Transaction amount and reference number
• Detailed explanation of the reason for the refund
• Relevant evidence supporting the refund request (if any)

Note: Failure to provide complete information may result in delays or inability to process the refund application.

5. Processing Time
5.1 Application Review: The Company will review the refund application within 7 business days after receiving the complete refund request.

5.2 Refund Processing: Once the refund application is approved, the refund will be returned to the original payment method within 10 business days.

6. Fees and Charges
6.1 Transaction Fees: Unless otherwise stipulated by law, any fees incurred during the refund process will be borne by the Company.

6.2 Customer Errors: If the refund request arises due to an error by the Customer (such as entering the wrong amount), the related fees will be borne by the Customer.

7. Exceptions
7.1 Non-Refundable Situations:
• The Customer changes their purchase decision for personal reasons, unless otherwise provided by law.
• The Customer fails to submit a refund application within the specified time (within 30 days from the transaction date).

Note: This Policy does not limit any statutory rights that Customers may have under the South African Consumer Protection Act (CPA).

8. Limitation of Liability

8.1 The Company shall not be liable for any indirect or incidental losses resulting from events beyond its reasonable control, such as force majeure, except for liabilities prescribed by law. This Policy does not exempt the Company from liabilities arising from gross negligence or willful misconduct.

9. Policy Amendments

9.1 The Company reserves the right to amend this Policy at any time. Any changes will be announced 30 days in advance via email or on the Company's website and will take effect upon publication.

10. Governing Law and Dispute Resolution
10.1 This Policy is governed by and construed in accordance with the laws of the Republic of South Africa.

10.2 Any disputes arising from this Policy shall be subject to the jurisdiction of South African courts unless both parties agree to other dispute resolution methods.

11. Privacy and Data Protection

11.1 The Company is committed to protecting the Customer's personal information. All information collected will be processed in accordance with the Protection of Personal Information Act (POPIA).

12. Contact Information

If you have any questions, please contact us through the following methods:
• Email: support@mustangpay.co.za
• Website: https://www.mustangpay.co.za/