Refund Policy
Understand how refunds work for payments processed through the Stakaba platform.
Last updated: July 2025
1. Overview
This Refund Policy outlines the terms and conditions under which refunds may be issued for payments processed through the Stakaba platform. By using our services, you agree to the terms described below.
2. Eligibility for Refunds
Refunds may be requested in the following circumstances: duplicate transactions where a customer was charged more than once for the same purchase; failed service delivery where the merchant did not deliver the goods or services as promised; unauthorized transactions where a charge was made without the account holder's consent; or system errors where a technical issue on Stakaba's end caused an incorrect charge.
3. Refund Request Process
To request a refund, contact the merchant directly as they are responsible for initiating refunds for their customers. If you are unable to resolve the issue with the merchant, you may contact Stakaba support at info@stakaba.com with your transaction reference, the date and amount of the transaction, and a description of the issue.
4. Refund Timelines
Once a refund is approved, processing times vary by payment method. Mobile money refunds (M-Pesa, Airtel Money, Mixx by Yas, HaloPesa) are typically processed within 1–3 business days. Card payment refunds (Visa, Mastercard) may take 5–10 business days to reflect on your statement, depending on your issuing bank.
5. Merchant Responsibilities
Merchants using the Stakaba platform are responsible for setting and communicating their own refund policies to their customers. Stakaba facilitates the technical processing of refunds but does not determine merchant-specific refund eligibility. Merchants must ensure refund requests are handled promptly and in accordance with Tanzanian consumer protection regulations.
6. Non-Refundable Transactions
Certain transactions may not be eligible for refunds, including: completed payout disbursements that have already been withdrawn by the recipient; transactions where a chargeback or dispute has already been filed through the card network; and fees charged by Stakaba for processing services, unless a billing error has occurred.
7. Dispute Resolution
If you disagree with a refund decision, you may escalate the matter by contacting our support team at info@stakaba.com. We will review the case and respond within 5 business days. For card transactions, you may also contact your issuing bank to initiate a chargeback, subject to the card network's dispute policies.
8. Changes to This Policy
Stakaba reserves the right to update this Refund Policy at any time. Changes will be posted on this page with the updated effective date. Continued use of our services after changes are posted constitutes acceptance of the revised policy.
9. Contact Us
If you have any questions about this Refund Policy, please reach out to us at info@stakaba.com or visit our Contact page.