Legal
Refund Policy
LupaPay provides software, technology infrastructure, and integration services to businesses. This Refund Policy explains how fees, cancellations, and refund requests are handled.
Last updated: 1 August 2026
1. Scope
This Policy applies to fees paid for LupaPay's technology services, including software licences, integration services, platform access, and professional services engagements. It does not apply to any fees charged by third-party payment providers or financial institutions that LupaPay may connect your business to as part of its infrastructure services.
2. Service Fees
Fees for LupaPay's services are set out in your applicable service agreement or order form. All fees are quoted exclusive of applicable taxes unless stated otherwise. Payment terms are as specified in the relevant agreement.
By engaging LupaPay's services, you agree to the applicable fee schedule and payment terms.
3. General Refund Principles
Unless otherwise agreed in a separate written service agreement signed by an authorised LupaPay representative:
- Completed services — Fees paid for services that have been delivered and completed are non-refundable. This includes professional services engagements, implementation work, and one-time setup fees.
- Platform and subscription fees — Periodic platform access or subscription fees already paid are non-refundable for the period to which they relate. You may cancel your subscription in accordance with your service agreement to avoid future charges.
- Prepayment credits — Unused prepaid credits may be eligible for a partial refund at LupaPay's sole discretion, subject to any applicable minimum usage commitments in your agreement.
4. Cancellation
To cancel a service or subscription, please contact your LupaPay account manager or submit a written cancellation request to support@lupapay.com in accordance with the notice period specified in your service agreement.
Cancellation will take effect at the end of the current billing period unless otherwise agreed. You remain responsible for any fees accrued up to the effective cancellation date.
5. Billing Errors and Disputes
If you believe you have been charged in error, please notify us promptly at billing@lupapay.com. We will investigate all billing disputes in good faith.
Refund requests arising from:
- Duplicate charges — verified duplicate charges will be refunded in full;
- Billing errors — amounts charged in excess of the agreed fee will be credited or refunded;
- Service failures — where LupaPay has failed to deliver services in material accordance with the agreed specification, a pro-rata credit or refund may be issued at LupaPay's discretion.
6. Refund Process
Approved refunds will be processed as follows:
- Refunds will be returned via the original payment method where technically feasible;
- Processing time is typically 5–10 business days from the date of approval, depending on your bank or payment provider;
- LupaPay reserves the right to issue a credit against future invoices in lieu of a cash refund in certain circumstances.
7. How to Request a Refund
To submit a refund request, please contact us with the following information:
- Your company name and account reference;
- Invoice or transaction number;
- The amount and date of the charge in question;
- A description of the reason for your request.
Submit requests to: billing@lupapay.com
We aim to respond to all refund requests within 5 business days.
8. Consumer Rights
This Policy does not limit or exclude any rights you may have under applicable consumer protection legislation. Where such statutory rights apply, they will take precedence over the provisions of this Policy.
9. Changes to This Policy
LupaPay may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of LupaPay's services following any changes constitutes acceptance of the updated Policy.
10. Contact
For billing enquiries, refund requests, or questions about this Policy:
LupaPay — Billing Team
Email: billing@lupapay.com