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, not Facilipay
Details
Loyalty credit and loaded balances are typically:
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Non-redeemable for cash
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Subject to the merchant’s refund policy
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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:
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A loyalty bonus was applied when funds were loaded
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Transactions have already been made using the disputed balance
How to Request a Refund
If you believe your case qualifies for a refund:
Contact the merchant directly and provide the following information:
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Current account balance
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Card type used to top up (including the last four digits)
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Expiry date of the card used
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Email address associated with your Facilipay account
Processing Time
If the merchant approves the refund, please allow 5–7 business days for processing.
Result
Refund requests are reviewed and processed by the merchant in accordance with their individual refund policy.
For further assistance, contact support@facilipay.io.