This Refund Policy explains when a customer may request a refund for an Amasampo order, booking, rental, or service. Individual product, merchant, provider, payment-provider, or sector rules may impose additional conditions.
1. Request eligibility
A refund may be considered when:
- an order was paid for but was not delivered or was materially incomplete;
- an item is materially different from its description, damaged, defective, expired, unsafe, or missing;
- a service or booking was not provided as confirmed;
- Amasampo, the merchant, or the service provider agrees that a refund is appropriate;
- a duplicate, unauthorised, or incorrectly processed charge is confirmed.
For delivered orders, the current Amasampo workflow accepts refund requests only when the order is marked delivered and the payment is marked paid. Amasampo may require the customer to submit a reason, supporting note, photographs, or other evidence.
2. Non-refundable or limited-refund items
Unless required by law or approved by Amasampo, refunds may be limited or unavailable for:
- change-of-mind requests;
- products consumed, opened, altered, or used after delivery;
- perishable goods where the issue was not reported promptly;
- personalised, digital, hygiene-sensitive, or otherwise non-returnable items;
- inaccurate address, unavailable recipient, or customer-caused delivery failure;
- delivery-agent tips, delivery charges, service fees, booking fees, or other charges that were properly incurred;
- losses caused by failure to follow product, service, or safety instructions.
The applicable merchant or category terms will control where they are more specific.
3. How to request a refund
Submit the request through the Amasampo account or support channel as soon as reasonably possible. Include:
- order, booking, or transaction reference;
- reason for the request;
- description of the problem;
- photographs or other supporting evidence where relevant;
- preferred refund method, where available.
Amasampo may contact the customer, merchant, delivery partner, or service provider before making a decision.
4. Review and decision
Amasampo may approve the request in full, approve it partially, request more information, reject it, or offer a replacement, credit, correction, or other remedy. A decision may consider the transaction record, delivery status, evidence, product category, merchant response, payment status, and applicable law.
5. Refund method and timing
Approved refunds are normally returned to the customer’s Amasampo wallet. Processing time depends on the payment provider, bank, wallet, and reconciliation process.
Unless required by law or expressly approved, delivery charges and delivery-agent tips are not included in the refundable amount. Amasampo will show the approved amount and method where the decision is recorded.
6. Chargebacks and duplicate recovery
Customers should contact Amasampo first so that a disputed transaction can be investigated promptly. Amasampo may provide transaction records to the relevant payment provider or financial institution and may suspend related activity where fraud or abuse is suspected.
7. Policy availability
Refund requests may be temporarily disabled for operational, regulatory, payment, or risk-management reasons. If the refund-request feature is unavailable, contact Amasampo Support with the transaction details.