Refund, Cancellation and Error Resolution Policy

Effective Date: August 31, 2026 Last Updated: August 31, 2026 Operator: Songhai LLC (d/b/a SonghaiPay)

1. Introduction and Scope

This Refund, Cancellation and Error Resolution Policy (this "Policy") explains when and how you may cancel a transaction placed through SonghaiPay, when you are entitled to a refund, how refunds are calculated and paid, and how to report and resolve an error. It applies to every service offered on https://songhaipay.com and in the SonghaiPay mobile applications, including money transfers from the United States to supported African markets, donations to verified causes, Shop & Send product orders, airtime and data top-ups, and the SonghaiPay wallet.

In this Policy, "SonghaiPay," "we," "us" and "our" mean Songhai LLC, a Georgia limited liability company doing business as SonghaiPay. "You," "your," "Customer" and "Sender" mean the person who holds a SonghaiPay account or who initiates a transaction through our platform.

SonghaiPay is a technology and program-management platform. SonghaiPay is not a bank, and Songhai LLC does not itself hold customer funds. Regulated money transmission, payment processing, and payout services are performed by licensed partners. In the US corridor, payment processing and money transmission are provided by Stripe, Inc. and its affiliates, including Stripe Payments Company (NMLS ID #1280479), which is licensed and regulated as a money transmitter by state regulators including the New York State Department of Financial Services and the Georgia Department of Banking and Finance (Stripe licensing disclosures), and Bridge Building Inc. (NMLS #2450917), which holds money transmitter and virtual-currency licenses in applicable US states (Bridge US licenses and registrations). In the Africa corridor, local currency settlement and mobile-money, bank and cash disbursement are provided by Yellow Card Inc. and its regional affiliates (Yellow Card legal center). Because funds move through these licensed partners, the mechanics and timing of some refunds depend on partner and correspondent-bank processes described below.

This Policy forms part of, and should be read together with, our Terms of Service, Privacy Policy and KYC / AML Policy. The current version of this Policy is always published at https://songhaipay.com/refund-policy. Where this Policy conflicts with a mandatory consumer protection granted by federal or state law, the law controls and the protection is preserved.

2. Your Core Rights Under the Remittance Transfer Rule

Money transfers you send through SonghaiPay from the United States to a recipient in another country are "remittance transfers" protected by Regulation E, Subpart B — the Remittance Transfer Rule, 12 CFR 1005.30 through 1005.36 (Consumer Financial Protection Bureau, Regulation E Subpart B). These are legal rights. Nothing in this Policy, our Terms of Service, or any partner agreement waives or reduces them.

2.1 Disclosures before and after you pay

Before you pay, we show you a prepayment disclosure and, after you pay, a receipt. Together these state the transfer amount, our fee, applicable taxes, the exchange rate, the total you pay, the amount the recipient will receive, and the date the funds will be available to the recipient. The exchange rate and fee are locked at checkout, and the rate we display is the rate applied to the recipient amount. We earn revenue from transfer fees and from a foreign-exchange margin built into the quoted rate; that margin is already reflected in the rate you see before you confirm.

2.2 Right to cancel for a full refund within 30 minutes

You have the right to cancel a money transfer for a full refund — principal and fees, including any taxes we collected — within 30 minutes after you authorize payment. The refund covers the entire amount you paid us; we do not retain a cancellation charge.

2.3 Longer cancellation window for future-dated and recurring transfers

Where you have scheduled a transfer for a future date, you may cancel at no cost until at least three business days before the scheduled date of execution, which is a longer window than the 30-minute standard. For a recurring series, cancelling a future-dated instalment does not cancel instalments already sent. Once a scheduled transfer has been executed, the standard 30-minute right in Section 2.2 applies from the moment of execution.

2.4 The one condition: funds must not yet be picked up or deposited

Your cancellation right applies provided the funds have not already been picked up by the recipient or deposited into the recipient's account. Many of our corridors settle in minutes: mobile money payouts typically arrive within minutes of confirmation, and bank deposits and cash pickup typically arrive within a few hours to one business day. If the recipient has already received the money, the transaction is complete and cannot be cancelled — although you may still be entitled to relief under the error resolution procedure in Section 10 if something went wrong.

2.5 Right to report an error within 180 days

You have the right to report an error within 180 days of the promised date of availability of the funds. We must investigate and report our findings to you within 90 days, and where an error occurred you may elect either a refund or a resend of the funds. Section 10 explains this procedure in full.

2.6 Questions and complaints

You may contact us at refunds@songhaipay.com or support@songhaipay.com. You may also contact the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or by telephone at (855) 411-2372.

3. How to Cancel a Transaction

There are two ways to cancel, and both are free:

1. In the app or on the website. Open the transaction in your Activity or Transfers list and select "Cancel transfer." If the transaction is still eligible, cancellation is confirmed on-screen immediately and you receive an email confirmation.
2. By contacting us. Email refunds@songhaipay.com with the words "CANCEL TRANSFER" in the subject line and include the transfer reference number, the date and time you paid, the amount, and the recipient's name. Written requests are the preferred and recorded channel. If you cannot locate a reference number, include the last four digits of the funding card or bank account and the exact amount paid so we can identify the transaction. We treat the timestamp of your email as the time of your request.

We recommend cancelling in the app where possible, because in-app cancellation is processed automatically and stops the payout instruction fastest.

4. Ten-Day Right to Refund

Mirroring the California right-to-refund disclosure published by our licensed transmitter partner (Stripe licensing disclosures), and applied by SonghaiPay to all customers regardless of state of residence:

You are entitled to a refund of the money to be transmitted if the funds are not forwarded, or instructions committing an equivalent amount of money to the person designated by you as the recipient are not given, within 10 days of the date of receipt of your funds, unless you instructed otherwise.

Refund requests under this Section must be made in writing to refunds@songhaipay.com, with the transfer reference number. This right operates in addition to — not instead of — your Regulation E rights in Section 2. If a transfer is still unexecuted on the tenth day after we receive your funds, we will initiate the refund without waiting for you to ask, and we will notify you.

5. Service-by-Service Refund Matrix

The table below summarizes our refund treatment. The narrative sections that follow control if there is any ambiguity.

SonghaiPay wallet balances are held with licensed partners and not by Songhai LLC. They are not FDIC-insured deposits and earn no interest.

6. Completed Payouts Cannot Be Reversed

Once funds have been credited to a recipient's mobile money wallet, deposited into a recipient's bank account, or collected as cash at a pickup location, the payout is final and cannot be reversed by SonghaiPay. This reflects the terms of our payout partner: under the Yellow Card widget terms, once a payout is credited to the nominated mobile money or bank account it cannot be refunded (Yellow Card widget terms; see also the Yellow Card master service agreement).

We have no legal ability to debit a recipient's wallet or bank account, and cash collected at an agent location cannot be recalled. Where a payout has settled, our only available remedies are (a) a best-efforts recall request as described in Section 8, and (b) the error resolution procedure in Section 10 if the transaction was in fact erroneous. Please check the recipient's name, mobile number, account number and payout method carefully before you confirm — the exchange rate and recipient details are displayed for your review before you authorize the transaction.

7. Airtime and Data Top-Ups

Airtime and data top-ups are delivered instantly by the mobile carrier to the number you enter. Because delivery is immediate and irrevocable at the carrier, top-ups are final and non-refundable once the carrier confirms delivery. There is no cancellation window for a top-up.

The single, narrow exception is a carrier-confirmed failed recharge: if the carrier reports that the recharge did not credit the target number, we will refund the full amount, by default as SonghaiPay wallet credit, or to your original payment method on request. To claim under this exception, email refunds@songhaipay.com within 30 days of the top-up with the transaction reference, the mobile number and the amount. We will confirm the delivery status with the carrier or aggregator; the carrier's delivery record is determinative.

A top-up sent to a wrong but valid mobile number is delivered successfully from the carrier's perspective and is not refundable. We cannot retrieve airtime or data from another subscriber's account.

8. Incorrect Recipient Details Entered by the Sender

You are responsible for the accuracy of the recipient information you enter, including name, mobile money number, bank name, account number, branch or sort code, and payout country. Our payout partner is expressly not liable for recipient details entered incorrectly by the customer (Yellow Card widget terms).

If you notify us of incorrect details before the payout settles, we will attempt to stop the transfer and refund you in full. If the payout has already settled, we will submit a recall request on a best-efforts basis with no guarantee of success. A recall depends entirely on the receiving institution and, in most markets, on the consent of the account holder who received the funds. Recalls commonly fail, particularly for mobile money and cash pickup.

Where a recall is attempted, a partner or correspondent recall fee may apply and, if the recall succeeds, will be deducted from the amount returned to you. Recall investigations typically take 10 to 30 business days and may take longer. Our original transfer fee is not refundable on a successful recall of a correctly executed transfer, because the service was performed as instructed. Requesting a recall is not an admission by SonghaiPay of an error under Section 10.

9. Failed, Rejected and Returned Transfers

If a transfer cannot be completed — for example because the recipient account is closed, dormant, frozen, mis-registered, or the payout partner or receiving bank rejects or returns the funds, or a compliance requirement cannot be satisfied — we will cancel the transaction and refund it automatically to the original payment method, without any request from you, and we will notify you by email and in-app. Consistent with our partner's terms, where an order cannot be completed the fiat payment is refunded to the originating payment account to the extent permitted by law (Yellow Card widget terms).

For an automatic refund of a failed transfer, both the principal and our transfer fee are refunded in full, because the service was not delivered.

These are typical times, not guarantees. The clock runs from the time we initiate the refund with our processor; posting to your account is controlled by your card issuer or bank (Stripe Services Agreement; Stripe Consumer Terms). If a card-based refund has not appeared after 10 business days, contact refunds@songhaipay.com with the transaction reference and we will provide the processor's acquirer reference number for you to give to your bank.

Where a trade or transfer is cancelled because the correct amount of funds was not received from you, you bear the associated refund or return costs (Yellow Card widget terms).

10. Error Resolution Procedure

This Section implements your error resolution rights under 12 CFR 1005.33 (CFPB Regulation E Subpart B).

10.1 What counts as an error

An "error" includes: an incorrect amount paid by you in connection with a remittance transfer; a computational or bookkeeping mistake made by us; the failure to make funds available to the designated recipient by the disclosed date of availability; the failure to provide a required prepayment disclosure or receipt; and your request for documentation or additional information to determine whether one of these errors occurred. An error does not include an inquiry about the general status of a transfer where the funds were made available on time, a change in the exchange rate after your rate was locked, or a mistake in recipient information that you supplied (which is handled under Section 8).

10.2 The 180-day notice window

Notify us of a suspected error no later than 180 days after the disclosed date of availability of the funds. Email refunds@songhaipay.com with the subject line "ERROR NOTICE," or call or write to us using the details in Section 18.

10.3 Information to include

Please provide: your name and the phone number or email on your SonghaiPay account; the transfer reference number; the date of the transfer and the disclosed date of availability; the amount sent and the amount you expected the recipient to receive; the recipient's name and payout details; a description of why you believe an error occurred; and any supporting evidence, such as a bank statement, screenshot, or the recipient's account history.

10.4 Our investigation and reporting obligation

We will promptly investigate and determine whether an error occurred, and we will report our findings to you within 90 days of receiving your notice. If we find that an error occurred, we will correct it within one business day of, or as soon as reasonably practicable after, receiving your remedy election. If we find no error, or an error different from the one you alleged, we will send you a written explanation of our findings and inform you of your right to request the documents on which we relied; we will provide those documents promptly on request.

10.5 Your remedy election: refund or resend

Where we determine that funds were not made available to the recipient on time or in the correct amount, you may elect either (a) a refund of the amount not properly transmitted, including the fees and taxes you paid, or (b) a resend of the funds at no additional cost to you, so the recipient receives the correct amount. We will ask for your election and act on it. If we cannot reach you, we will issue a refund to your original payment method.

10.6 Appeal

If you disagree with our findings, reply to our determination email within 30 days with the words "APPEAL — ERROR DETERMINATION." A senior member of our compliance and operations team who was not involved in the original review will re-examine the file and respond in writing, ordinarily within 15 business days. Appealing does not affect your right to complain to the CFPB or to any state regulator, or to pursue any other legal remedy.

11. Donations

Donations made through https://songhaipay.com/donate are pooled by cause and distributed to vetted local partner organizations that carry out emergency relief, education, healthcare and community development work. Because a donation is committed to a charitable purpose as soon as it is pooled and disbursed, donations are generally non-refundable.

We do, however, operate a 24-hour good-faith grace window: if you notify us within 24 hours of the donation that it was a duplicate charge or a clearly erroneous amount — for example a decimal error, or a repeat submission caused by a page refresh — we will refund it in full, including any processing fee charged to you, provided the funds have not yet been disbursed to a partner organization. Email refunds@songhaipay.com with the donation reference within that window.

After the grace window, or once funds have been disbursed, we cannot recall a donation. Where a specific campaign is oversubscribed, cancelled, or cannot be delivered as described, we will either redirect your donation to a closely related cause or, at our discretion and where practicable, offer a refund; we will notify affected donors and publish an update in the campaign's impact reporting.

SonghaiPay makes no representation that any donation is tax-deductible. We are not a charity, we do not issue tax receipts as a tax-exempt organization, and we do not provide tax or legal advice. Consult your own tax advisor about the treatment of any donation.

12. Shop & Send Orders

Shop & Send allows you to purchase goods in the United States for delivery to a recipient in a supported African market. The following applies in addition to any merchant or manufacturer warranty.

12.1 Cancellation before dispatch

You may cancel a Shop & Send order at no cost at any time before the order is dispatched, and receive a full refund of the item price, shipping and our service fee. Cancel in-app or email refunds@songhaipay.com with the order number. Once an order is dispatched, it can no longer be cancelled and is handled as a return.

12.2 Returns, damaged and undeliverable goods

Damaged, defective or materially incorrect items must be reported within 7 days of delivery, with photographs of the item and packaging and the order number. Where we confirm the item was damaged in transit or was not the item ordered, we will replace it or refund the item price and shipping in full, at your election, and we will pay the return shipping cost.

For a change-of-mind return, the goods must be unused, in original packaging, and returned within 14 days of delivery. We refund the item price only; return shipping is at your cost and a restocking fee of up to 15% of the item price may be deducted where the supplier imposes one. Perishable goods, personal-care items with broken seals, prescription products, custom or personalized items, and digital goods cannot be returned.

If goods are undeliverable after reasonable delivery attempts — for example a wrong or incomplete address, or an unreachable recipient — the shipment is returned to origin and we refund the item price less outbound shipping, return shipping and any storage charges.

12.3 Customs seizure and refused delivery

International shipments are subject to the importing country's customs rules. Duties, taxes and clearance charges are the responsibility of the recipient unless we state otherwise at checkout. If goods are seized, confiscated, destroyed or refused entry by customs or another authority, or if the recipient refuses delivery or declines to pay lawfully assessed duties, we cannot refund the item price, shipping or fees, because the loss arises after we have fully performed. Where goods are returned to us intact in such a case, we will refund the item price less all shipping, duty, storage and restocking costs actually incurred. Please check that an item is importable in the destination market before ordering.

13. Refund Method and Currency

Refunds are made in US dollars to the original payment method used for the transaction. We do not issue refunds in cash, to a third party, to a different card or bank account, or by any method other than the original one, except where the original method is closed or unusable, in which case we will pay the refund to a verified bank account or debit card in your own name after identity verification. Receiving accounts must be in your own name and under your sole control (Yellow Card widget terms).

Foreign-exchange movement is not compensated. Where a transaction involved a currency conversion, the refund returns the US dollar amount you originally paid us, not the current value of the foreign-currency amount. If the exchange rate has moved between your original transaction and the refund, we do not pay you the difference and we do not ask you for it. Where a refund must be converted back from local currency by a partner or correspondent bank, the amount returned may be reduced by that institution's conversion spread and charges, which are outside our control. The exchange rate applied to any transaction is set by the provider from multiple sources, is the sole pricing metric, and is disclosed to you before you confirm (Yellow Card widget terms).

14. Fees That Are and Are Not Refundable

Where a bank in the payment chain deducts a charge from a returned amount, the refund you receive may be less than the amount we initiated. We will provide the remittance advice we hold so you can pursue the deducting institution.

15. Chargebacks and Disputes

Please contact us first. Email refunds@songhaipay.com before initiating a chargeback with your card issuer or an ACH return with your bank. Most issues — a delayed payout, a duplicate charge, an unrecognized transaction descriptor — are resolved by us far faster than a card network dispute, which can take 60 to 120 days.

If you do open a dispute, we will cooperate fully with your issuer and with our processor and will provide the transaction record, disclosures, receipt, device and session data, and delivery confirmation as permitted by law and our Privacy Policy (Stripe Services Agreement). Filing a chargeback does not extend the 180-day error notice window in Section 10, and we may pause a parallel refund while a dispute is open to prevent a double credit.

Chargebacks filed in bad faith — for example, disputing a transfer that was successfully delivered to a recipient you nominated, or claiming non-authorization of a transaction you authorized — are abusive. Where a chargeback is abusive we may recover the disputed amount and any network chargeback fee from your SonghaiPay wallet or other balances, suspend or close your account, decline to serve you in future, and refer the matter to our compliance team or to law enforcement. Amounts already delivered to a recipient remain your obligation.

16. Fraud, Compliance Holds and Blocked Transactions

All transactions are screened for fraud, sanctions and money-laundering risk under our KYC / AML Policy and by our licensed partners, who may verify your identity, request additional information, and suspend or decline activity they believe to be unlawful, fraudulent, harmful or an unacceptable risk (Stripe Services Agreement; Yellow Card master service agreement).

Where a transaction is placed on hold pending review, no refund is due until the review concludes. If the transaction is then declined for compliance reasons, we refund it to the original payment method in the ordinary course.

Important exception: funds that are blocked under US sanctions law may not be returnable. Where a transaction involves a person, entity, vessel, jurisdiction or interest subject to a sanctions program administered by the US Treasury Department's Office of Foreign Assets Control, we and our partners are legally required to block or reject the transaction and to report it. Blocked property must be held in a blocked account and cannot be released to you, to the recipient, or to anyone else without an OFAC licence or authorization. In that situation we cannot issue a refund, and we may be prohibited by law from explaining the reason for the action. Release of blocked funds is a matter between you and OFAC; we will provide the transaction reference and any information we are permitted to disclose to support an application for a specific licence. The same constraint applies where a court order, regulatory direction, or a legal prohibition on disclosure — including the no-tip-off rule applicable to suspicious activity reporting — prevents us from returning funds or explaining a decision.

17. Compliance-Related Account Closures

We or our partners may suspend or close an account, including without prior notice, where there is suspected fraud, money laundering or terrorism financing, or at the direction of a regulator or court (Yellow Card master service agreement). You may not close an account to avoid or frustrate an investigation.

On closure, any remaining wallet balance that is not blocked, subject to a legal hold, or required to satisfy amounts you owe us will be returned to you. We will pay it to a verified bank account or debit card in your own name after identity verification, ordinarily within 30 days of closure or of the conclusion of any investigation, whichever is later, and in any event as required by applicable state money transmitter and unclaimed-property law. If we cannot reach you or you do not provide payout details, the balance will be handled in accordance with applicable escheatment requirements. To request return of a balance, email compliance@songhaipay.com and refunds@songhaipay.com with your account details.

18. How to Contact Us and Escalate

Step 1 — SonghaiPay. Email refunds@songhaipay.com for refunds, cancellations, error notices and disputes, or support@songhaipay.com for general help. We acknowledge refund and error notices within 3 business days. Include your transfer or order reference in every message.

Step 2 — Appeal internally. If you are not satisfied, follow the appeal process in Section 10.6.

Step 3 — Regulators. You may contact the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or (855) 411-2372 at any time. You may also complain to the state money transmitter regulator supervising our licensed partner; the applicable licences and state regulator disclosures are published at Stripe licensing disclosures and Bridge US licenses and registrations. Customers with a complaint relating to the Africa corridor may also use the partner's complaint channels at the Yellow Card legal center, which includes its South Africa customer complaint policy.

19. Governing Law and Dispute Resolution

This Policy is governed by the laws of the State of Georgia and applicable US federal law, without regard to conflict-of-laws rules. Venue for any matter not subject to arbitration lies in the state or federal courts located in Fulton County, Georgia. As set out more fully in our Terms of Service, disputes are resolved by binding individual arbitration administered under the AAA Consumer Arbitration Rules, with a 30-day opt-out from the date you first accept the Terms, a carve-out permitting either party to bring a qualifying claim in small-claims court, and a waiver of class, collective and representative proceedings. Nothing in this Policy or in our Terms of Service limits, waives or conditions any right that cannot be waived under Regulation E, the Remittance Transfer Rule, or applicable state money transmitter law, including your rights described in Sections 2, 4 and 10.

20. Changes to this Policy

We may update this Policy to reflect changes in our services, partner requirements, or legal obligations. When we make material changes, we will update the "Last Updated" date above, post the revised Policy at https://songhaipay.com/refund-policy, and notify you by email or in-app notice before the change takes effect where required by law. Changes are not retroactive: the version of this Policy in effect at the time of your transaction governs that transaction. Continued use of SonghaiPay after a change takes effect constitutes acceptance of the revised Policy.

21. Contact Us

Songhai LLC (d/b/a SonghaiPay) 650 Ponce De Leon Ave Ste. 300 #1380 Atlanta, GA 30308 United States

• Refunds and disputes: refunds@songhaipay.com
• General support: support@songhaipay.com
• Compliance / AML: compliance@songhaipay.com
• Privacy: privacy@songhaipay.com
• Security: security@songhaipay.com
• Website: https://songhaipay.com

Related documents: Terms of Service | Privacy Policy | KYC / AML Policy | Donations

This document is provided for informational purposes and should be reviewed by qualified legal counsel licensed in your jurisdiction before publication.