Merchants using KovaPay may issue full or partial refunds to customers through the app within 90 days of the original transaction. Refunds are returned to the original payment method and typically appear within 5–10 business days. Transaction fees are not refunded when a refund is issued.
If you believe a charge was made in error, please first contact the merchant directly. If the issue is not resolved, you may contact your card issuer to initiate a chargeback. You may also contact KovaPay support at support@getkovapay.com with the transaction ID and details.
When a chargeback is filed, KovaPay will notify the merchant and provide an opportunity to respond with evidence. The card network makes the final determination. If a chargeback is decided in the customer's favor:
If you believe an unauthorized transaction was processed through your KovaPay account, contact us immediately at support@getkovapay.com. We will investigate and work with Stripe to resolve the issue. Under Regulation E, consumers have specific protections for unauthorized electronic fund transfers.
KovaPay platform subscription or service fees are non-refundable except where required by applicable law. If you believe a fee was charged in error, contact us within 30 days.
For refund or dispute inquiries: support@getkovapay.com