If a transaction fails, we never keep money for a service that wasn't rendered. Any amount collected but not matched by a successful payout or completed transaction is auto-reversed to the wallet it came from. If a transaction succeeded and the money has already moved through MTN or Airtel, it generally cannot be reversed by us unilaterally. That is how Mobile Money works everywhere, not a Shashura limitation. Disputes about what a merchant sold you are between you and that merchant, not Shashura.
1. What This Policy Covers
This policy explains how Shashura handles money movements that didn't go as intended across our services: Mobile Money collections and disbursements, payment links and checkout pages, subscriptions, SACCO transactions, and fees charged for using the platform itself. It is part of, and should be read together with, our Terms & Conditions.
Shashura is a payment facilitator between you, your customers (if you are a merchant), and MTN/Airtel Mobile Money. We do not hold your funds in a bank account on your behalf the way a bank does. We route instructions to the Mobile Money networks and record the outcome.
2. Failed or Rejected Transactions
- Collections (money coming in): if MTN/Airtel reports a collection request as failed, expired, cancelled or rejected (for example, you declined the PIN prompt, had insufficient funds, or the request timed out), no money has moved and there is nothing to refund, so you can simply try again.
- Disbursements (money going out): if a withdrawal or payout we sent is rejected by MTN/Airtel, the amount we had reserved from your Shashura wallet, including any service fee attached to it, is automatically credited back to your wallet. This happens on the same automated path used for every disbursement, so it is immediate and does not require you to raise a request.
- Ambiguous/unknown outcomes: on rare occasions a network timeout means we genuinely don't know whether MTN/Airtel completed a transaction. We reconcile these with the provider and correct your wallet once the true outcome is confirmed, typically within 24–48 hours. If this affects you, email us with the transaction reference and we will prioritise it.
3. Successful Transactions
Once MTN or Airtel confirms a transaction as successful, the funds have actually moved between Mobile Money wallets. Like a cash payment or a standard mobile money transfer, this generally cannot be reversed by us unilaterally, as we have no technical ability to pull money back out of someone else's Mobile Money wallet without their consent or the network's own dispute process.
If a successful transaction needs to be undone (for example, you sent a disbursement to the wrong phone number, or a customer wants their payment back from a merchant), the party holding the funds must agree to send them back as a new, separate transaction. We're glad to help coordinate this between the parties, but we cannot force it.
Where we can establish that a successful transaction occurred because of an error on our platform (e.g. a duplicate submission caused by a bug, or a transaction we processed against the wrong account), we will correct it at our cost, including re-crediting or re-debiting the affected wallet(s) as needed.
4. Disputes Over Goods or Services Bought From a Merchant
If you paid a merchant through a Shashura payment link or checkout page and have a complaint about what you received (wrong item, no delivery, poor quality, etc.), that dispute is between you and the merchant. Shashura processed the payment instruction but is not the seller of the goods or services. Please contact the merchant directly using the contact details on their payment page or receipt.
If a merchant does agree to refund you, they do so by sending you a new Mobile Money payment or disbursement for the agreed amount. Shashura does not reverse the original collection on their behalf, for the same reason described in Section 3.
If you believe a merchant on our platform is engaging in fraud (for example, taking payment and never delivering, or impersonating a business), report it to info@shashura.com. We investigate merchant conduct and may suspend accounts that violate our Terms & Conditions.
5. Recurring Subscriptions
- Shashura does not auto-debit a customer's Mobile Money wallet for a renewal; Mobile Money PIN entry is required for every charge. Instead, our system sends a renewal reminder and link ahead of, on, and shortly after the due date.
- A subscription that is never renewed simply lapses (moves to an overdue, then expired, status). No charge is made and nothing needs to be refunded.
- If you did pay a subscription renewal and want to cancel going forward, contact the merchant who set up the subscription; whether a partial-period refund is given for the current cycle is at that merchant's discretion, same as Section 4 above.
6. SACCO Savings, Shares & Loan Transactions
- Member savings deposits, share contributions and loan repayments recorded in a SACCO's ledger on Shashura are member funds governed by that SACCO's own constitution and byelaws, not by Shashura. Requests to withdraw savings, redeem shares, or dispute a loan balance should go to your SACCO's administrators in the first instance.
- Where a deposit or repayment was recorded against the wrong member, or the wrong amount, because of a platform error, we will correct the ledger entry once verified. Genuine member-authorised transactions are not reversible by Shashura unilaterally, for the same reason described in Section 3.
- Guarantor collateral released or forfeited under a SACCO's loan rules (for example, on loan default) is a SACCO governance matter between the SACCO and its members, not a Shashura refund matter.
7. Shashura's Own Service Fees
- The service fee Shashura charges for a collection, disbursement or other chargeable action is earned at the point the underlying transaction succeeds, and is generally non-refundable once the transaction has gone through: we performed the service (routing and confirming the Mobile Money transaction) that the fee was for.
- If a transaction fails and the attempted fee was never actually charged to your wallet (see Section 2), there is nothing to refund by definition.
- If you believe you were charged the wrong fee due to a platform error (a stale rate, a duplicate charge, or a miscalculation), email info@shashura.com with the transaction reference. Verified fee errors are corrected and refunded to your wallet in full.
8. How to Request a Correction
Email info@shashura.com with:
- The transaction reference / ID (shown in your dashboard or receipt).
- The date, amount and phone number involved.
- A short description of what you expected versus what happened.
We acknowledge correction requests promptly and aim to resolve straightforward platform-error cases (Sections 2 and 7) within 5 business days. Cases requiring reconciliation with MTN/Airtel (Section 2, ambiguous outcomes) may take longer, as they depend on the network's own response times. We will keep you updated on progress either way.
9. Changes to This Policy
We may update this policy as the service evolves or the law changes. Material changes will be notified via email (where we have one for you) and an in-app notice. The "Last updated" date at the top of this page always reflects the current version.
10. Contact Us
Techdom Digital Solutions (U) Ltd
Trading as Shashura
By using Shashura, you acknowledge that you have read this Refund Policy and agree to the practices described above.