How to Request a Refund of Account Balance
Account balances, including loaded funds and loyalty credit, are generally non-refundable in line with industry standards. Refund eligibility is determined solely by the merchant.
Before You Begin
- You'll need the merchant's contact details to start a refund request.
- Have your account information and card details ready before contacting the merchant.
Refund Policy Details
Loyalty credit and loaded balances are typically:
- Non-redeemable for cash
- Subject to the merchant's refund policy
- Governed by the merchant's terms and conditions
Facilipay does not have authority to issue refunds on behalf of merchants. Refund approval is at the merchant's discretion.
Additional review may be required if:
- A loyalty bonus was applied when funds were loaded
- Transactions have already been made using the disputed balance
Step-by-Step: Request a Refund
If you believe your case qualifies for a refund, contact the merchant directly and provide the following information:
- Current account balance
- Card type used to top up (including the last four digits)
- Expiry date of the card used
- Email address associated with your account
Processing Time
If the merchant approves the refund, please allow 5–7 business days for processing.
What Happens After You Request
Refund requests are reviewed and processed by the merchant in accordance with their individual refund policy.
Tips & Best Practices
Contact the merchant first: They have authority over balance refunds.
Provide complete details: Full information speeds up the review.
Need help? If you can't reach the merchant, contact support@facilipay.io.