Refund Policy

TandoPay processes online payments on behalf of merchants using the PayGate payment gateway. This refund policy applies to transactions processed through TandoPay’s platform.

1. General Policy

All refund requests must be submitted by the merchant who initiated the transaction. TandoPay cannot issue refunds directly to customers on behalf of merchants.

2. Eligibility for Refunds

• Refunds may be granted in cases of duplicate transactions, accidental payments, or disputes resolved in favour of the customer.
• Merchants are responsible for setting their own refund conditions and time frames.
• All refunds are subject to approval by the merchant and verification by TandoPay’s payment processor, PayGate.

3. Processing Time

Approved refunds are processed within 5–10 business days and are returned to the original payment method used.

4. Non-Refundable Items

• Payments for digital goods or services already rendered.
• Transaction and processing fees.
• Disputed payments still under investigation.

5. Contact for Refund Queries

For refund assistance, contact:
Email: billing@tandobs.co.za
Phone: +27 (0)82 435 1593

Effective Date: 23 December 2025