Refund Policy

At MasterPayGlobal, we value the trust and confidence of our clients. As a professional service provider specializing in Payroll Management, HR Outsourcing, and Compliance Advisory solutions, we are committed to delivering high-quality, customized services tailored to each client's unique requirements. This Refund Policy outlines the conditions under which payments for our services may be refunded, along with the procedures and limitations governing such transactions.

1. General Policy Overview

Due to the nature of our business — where services involve immediate resource allocation, expert consultancy, and progressive service delivery — refunds are limited and considered only under specific, pre-defined conditions. Clients are strongly encouraged to review service agreements, proposals, and invoices carefully before proceeding with any payments.

2. Eligibility for Refunds

Refund requests will be considered under the following circumstances:

• The client cancels a scheduled service or subscription in writing before MasterPayGlobal has commenced any work or incurred operational costs related to the engagement.
• An accidental duplicate payment was made for the same service or invoice, and supporting evidence is provided within 24 hours of transaction confirmation.
• In the rare event that MasterPayGlobal is unable to deliver the agreed service due to internal limitations or unforeseen operational disruptions, and no suitable alternative or rescheduling can be mutually agreed upon.
• Payment was made in error for services not intended to be purchased, provided the error is promptly communicated within 24 hours of the transaction, and no work has commenced.

3. Non-Refundable Services

To maintain service integrity and fairness, refunds are strictly not applicable in the following cases:

• Services that have already been commenced, partially delivered, or completed in whole or in part, including any payroll runs, HR advisory sessions, document preparation, reporting, or statutory submissions.
• Subscription-based retainers for HR Compliance Advisory or Payroll Management, once the billing cycle has begun or deliverables have been actioned.
• Administrative, government, statutory, or third-party fees paid on the client's behalf, including bank charges, payment gateway fees, or regulatory levies.
• Situations where MasterPayGlobal is unable to deliver a service due to the client's failure to provide necessary information, documentation, or access in a timely and accurate manner.

4. Refund Request Submission

To request a refund, clients must submit a formal, written application via email to [email protected]. The request must include:

• Client name and organization details
• Invoice or transaction reference number
• Service details and payment date
• Reason for the refund request
• Supporting documentation (if applicable)

Refund requests without complete information may be delayed or declined.

5. Refund Evaluation Process

Upon receiving a refund request, our Accounts & Billing Department will acknowledge receipt within two (2) working days. A full review of the request, along with associated transaction records and service progress, will be conducted within seven (7) working days. Additional documentation or clarification may be requested from the client during this period.

Once a decision is reached, the client will be notified via email. If approved, the refund will be processed within fourteen (14) working days, using the original payment method or through an alternative mutually agreed arrangement.

6. Refund Processing Timelines

Refunds, where applicable, will be processed as follows:

• Credit Card / Debit Card transactions: 10–14 working days
• Bank transfers: 7–10 working days
• Internal wallet / account credits: 3–5 working days

Actual processing times may vary based on banking and payment gateway procedures.

7. Amendments to Refund Policy

MasterPayGlobal reserves the right to update, amend, or revise this Refund Policy at any time without prior notice. Any significant changes will be published on our official website. Clients are encouraged to periodically review this policy to stay informed of any updates.

8. Limitation of Liability

In no event shall MasterPayGlobal be liable for any incidental, indirect, or consequential losses arising from refund disputes or delays in refund processing. Our total liability shall be limited to the amount paid by the client for the specific service in question.

9. Contact Information

For any inquiries, clarifications, or feedback regarding this Refund Policy, please contact:

Accounts & Billing Department
MasterPayGlobal
Email: [email protected]

By engaging our services and making payments to MasterPayGlobal, you confirm your understanding and acceptance of this Refund Policy in full.