Refund Policy

Effective Date: November 30, 2025

At KweGo Financial Technology Limited (“KweGo”), we strive to provide a secure, reliable, and compliant payment platform. This Refunds, Reversals & Chargebacks Policy explains how we handle refunds, reversals, disputes, and chargebacks for transactions processed through our platform.

1. Nature of KweGo’s Services

KweGo provides a technology-enabled payments platform and is not a bank, card issuer, or merchant. All payments are processed through licensed and regulated financial partners. KweGo does not control merchant refund decisions and cannot guarantee that a refund will be approved.

2. Wallet Funding Transactions

Wallet top-ups are generally final and non-refundable once completed, except where required by law. Refunds may be considered only if:

• A transaction was duplicated.
• A transaction failed but funds were debited.
• A transaction was unauthorized or processed in error.

Approved refunds will be processed via the original funding method or credited to your wallet, subject to issuing partner and card network rules.

3. Transfers Between Users

Payments between users are final and irreversible once completed. KweGo is not liable for losses due to user error, including sending funds to the wrong recipient.

4. Virtual Card Transactions

Refunds for purchases using virtual cards are the responsibility of the merchant. Merchant-approved refunds are processed through the issuing partner and credited to the original virtual card or associated wallet. Refund timelines depend on merchants, issuing partners, and card networks and may take up to 15 business days or longer.

5. Authorizations and Pending Transactions

Merchants may place authorization holds on virtual cards. These amounts may temporarily be unavailable until released by the merchant. KweGo does not control the timing of authorization releases.

6. Disputes and Chargebacks

Disputes must be submitted within applicable card-network timeframes. Dispute processing is handled by the issuing partner and card network, and outcomes are final. KweGo may request supporting documentation and may temporarily withhold disputed funds during investigation.

7. Fees and Foreign Exchange

Processing, issuing-partner, card-network, and foreign-exchange fees are generally non-refundable. Exchange-rate fluctuations do not constitute refundable losses.

8. Fraud and Unauthorized Use

Users must notify KweGo immediately upon discovering suspected fraud or unauthorized transactions. KweGo may suspend or terminate affected wallets or virtual cards during investigation.

9. Limitation of Liability

KweGo shall not be liable for:

• Merchant refusal or delay in issuing refunds.
• Actions or omissions of issuing partners or card networks.
• Indirect, incidental, or consequential losses from refunds or chargebacks.

10. Governing Law and Jurisdiction

This Policy is governed by the laws of the jurisdiction in which the relevant KweGo contracting entity is incorporated. Disputes are subject to the exclusive jurisdiction of the courts of that jurisdiction unless mandatory consumer protection laws provide otherwise.

11. Dispute Resolution: Mediation and Arbitration

Disputes should first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, confidential mediation may be requested. Unresolved disputes after mediation may be resolved by binding arbitration, except where prohibited by law.

12. Class Action Waiver

Disputes must be brought on an individual basis and not as a class, collective, or representative action unless prohibited by law.

13. Consumer Opt-Out of Arbitration and Class Action Waiver

You may opt out of arbitration and class action provisions by sending written notice to KweGo within thirty (30) days of creating your account or agreeing to the Terms. Include your full legal name, email address, and a clear statement that you are opting out. Send requests to:

📧 Email: legal@kwegofx.com 
📝 Mail: 125 Lakeshore Road East, Suite 300, Oakville, Ontario L6J 1H4, Canada

14. Amendments

KweGo may amend this Policy at any time. Continued use of the platform constitutes acceptance of the updated Policy.

15. Contact

For questions or support regarding refunds, chargebacks, or disputes: 
📧 Support: support@kwegofx.com 
🛠 In-App Support: Available 24/7