Cancellation and Refund Policy

At L-pesa, we strive to transparently provide our customers with the best financial services and adhere to existing laws and regulations. However, circumstances may require you to cancel a transaction or request a refund.
This policy outlines our guidelines for cancellations and refunds, so please read it carefully.

1. Cancellation Policy

Customers who wish to cancel a transaction should contact us as soon as possible by emailing support@l-pesa.com.
Since we only offer digital loans. This cancellation policy applies to loan applications. That is when a customer applies for a loan and needs the loan application to be canceled.
Please provide your transaction details, including your full name, loan reference number, and phone number, and the reason for the cancellation.
We will make every effort to cancel the transaction before it is processed.
However, please note that once a transaction has been processed, we cannot cancel it. For this reason, we request customers only request a loan when they are certain they need the loan application reviewed for approval.

2. Refund Policy

At L-pesa, we take pride in providing our customers with reliable and efficient services. However, in the event of a refund, the following conditions apply:

a. Overpayment

Suppose you overpay for a loan, such as an overpayment for a loan amount beyond the required amount, this amount will be transferred to your personal wallet, and L-pesa Microfinance will refund the excess amount to your account within 7-14 business days. Overpayment for installment payments will cover subsequent installment payments.

b. Other Reasons

In the event of other reasons for a refund, such as fraud, incorrect transactions, or technical errors, customers should contact us by emailing support@l-pesa.com.
We will assess each case individually and determine if a refund is warranted.

c. Processing Time

Refunds will be processed within 7-14 business days from the refund request date. The time to reflect on your account depends on your bank or mobile money provider.

d. Charges

L-pesa reserves the right to charge a processing fee for refunds. The processing fee will depend on the type and amount of the transaction.

e. Changes to the Policy

This cancellation and refund policy is subject to change without prior notice. We encourage our customers to review this policy regularly.

3. Contact Us

If you have any questions or concerns about our cancellation and refund policy, please email us at support@l-pesa.com.
We hope this policy has provided you with the information you need about our cancellation and refund procedures. At L-pesa, we value your business and strive to make your experience with us as smooth and hassle-free as possible.