Refund & Return Policy
Kanz Large E-Money Services Company (K.S.C.C) — State of Kuwait
Effective 10 August 2026 · Last updated 10 August 2026 · Version 1.0
This Refund & Return Policy explains how refunds, cancellations and returns are handled in connection with the PayKanz platform operated by Kanz Large E-Money Services Company (K.S.C.C) ("PayKanz"). It forms part of our Terms & Conditions.
Please read this first. PayKanz operates a payment and invoicing platform. Depending on what you paid for, your refund is handled either by PayKanz (for our own subscription and service fees) or by the Merchant you bought from (for goods and services sold through the platform). Section 2 explains which applies to you.
1. Scope
This policy applies to:
- subscription and service fees paid by Merchants to PayKanz;
- payments made by Customers to Merchants using the PayKanz platform;
- top-ups to, and redemptions from, an electronic Wallet, where that feature is available to you.
PayKanz does not itself sell physical goods. Where physical goods are purchased through the platform, the seller is the Merchant, and the Merchant's own returns policy applies in addition to this one.
2. Who handles your refund
| What you paid for | Who refunds it | How to start |
|---|---|---|
| PayKanz subscription or platform service fee | PayKanz | Contact us — see section 3 |
| Goods or services bought from a Merchant (invoice or payment link) | The Merchant | Contact the Merchant on your invoice or receipt — see section 4 |
| Wallet top-up or Wallet balance | PayKanz | Contact us — see section 5 |
| Duplicate or failed transaction | PayKanz | Contact us — see section 6 |
3. Refunds of PayKanz subscription and service fees
Subscription fees give access to the platform for a defined billing period.
- You may cancel a subscription at any time. Cancellation takes effect at the end of the current billing period, and you retain access until then.
- A refund of a subscription fee may be requested where the Services have not been materially used in the billing period to which the charge relates.
- Where a paid feature was unavailable for a prolonged period due to a fault on our side, we will provide a pro-rata credit or refund for the affected period.
- Transaction and payment gateway charges already incurred on completed transactions are not refundable, as they are levied by the payment network.
How to request
- Email info@paykanz.com from the address registered on your account.
- Include your account name, invoice or transaction reference, the amount, and the reason for the request.
- We will acknowledge your request and confirm the outcome without undue delay.
- Approved refunds are returned to the original payment method — see section 7 for timing.
4. Refunds for goods and services bought from a Merchant
When you pay an invoice or payment link through PayKanz, your contract for the goods or services is with the Merchant, not with PayKanz. The Merchant is responsible for supplying what you paid for, and for handling returns, cancellations and refunds under its own published policy.
To request a refund or return:
- Contact the Merchant directly. The Merchant's name and contact details appear on your invoice, payment link and payment receipt.
- Follow the Merchant's returns policy and any timeframes it sets, which must comply with Law No. 39 of 2014 on Consumer Protection.
- If the Merchant approves the refund, it instructs the refund through the platform and the funds are returned to your original payment method.
If the Merchant does not respond, or you cannot resolve the matter with them, contact us at info@paykanz.com with the transaction reference. We will assist by providing transaction records and contacting the Merchant, and will explain the further options available to you, including raising a dispute with your card issuer or bank.
Your statutory rights are unaffected. Nothing in this policy limits the rights available to consumers under Law No. 39 of 2014 on Consumer Protection, including rights in respect of goods that are defective, unsafe, or not as described.
5. Wallet top-ups and balances
- A completed Wallet top-up is credited immediately to your available balance and is not itself refundable, because the value has been made available to you.
- You may instead request redemption of your available Wallet balance to a bank account held in your own name, subject to identity verification.
- Where a top-up is debited from your payment method but is not credited to your Wallet, contact us and we will investigate and correct it — see section 6.
- Amounts subject to a legal or regulatory hold, or an active investigation, cannot be redeemed until the hold is lifted.
6. Failed, duplicate or unauthorised transactions
If an amount was debited and the corresponding payment or top-up did not complete, or you were charged more than once for the same transaction, contact us at info@paykanz.com with the date, amount and transaction reference.
- Confirmed duplicate charges and failed transactions are refunded in full, including any gateway charge applied to the failed attempt.
- Some failed authorisations appear as a temporary hold on your account rather than a completed charge. These are released automatically by your bank, typically within a few business days.
- If you believe a transaction on your account was not authorised by you, notify us immediately. We will investigate and, where appropriate, report the matter in line with our regulatory obligations.
7. How refunds are paid and how long they take
Refunds are returned to the original payment method used for the transaction. We do not refund to a different card, account or person, except where the original method is closed and identity and entitlement can be verified.
Once a refund has been approved and instructed by us or by the Merchant, the time for the funds to appear in your account is determined by your bank or card issuer, and is typically a small number of business days.
Refunds are made in Kuwaiti Dinar (KWD). Where your payment instrument is denominated in another currency, the amount you receive may differ due to exchange rates or fees applied by your own bank. Those differences are outside our control.
8. What is not refundable
- Payment gateway and network charges on transactions that completed successfully.
- Subscription periods that have already been substantially used.
- Goods or services that were delivered as described, where the Merchant's policy does not provide a right of return.
- Amounts relating to transactions found to be fraudulent, or made in breach of our Terms & Conditions.
- Third-party charges levied by your own bank or card issuer.
9. Chargebacks and disputes
You may have the right to raise a dispute or chargeback with your card issuer or bank. We ask that you contact us or the Merchant first, as most issues can be resolved faster directly.
Where a chargeback is raised, we will provide the transaction evidence requested by the issuer. Merchants are responsible for chargebacks arising from their transactions, and we may recover the disputed amount and any associated fee from the Merchant in accordance with our Terms & Conditions.
10. Complaints
If you are unhappy with how a refund request has been handled, contact info@paykanz.com and ask for the matter to be escalated. We will respond without undue delay.
If you remain dissatisfied, you may refer the matter to the Central Bank of Kuwait under its customer complaint procedures, or to the Consumer Protection Department of the Ministry of Commerce and Industry where the matter falls within its remit. You may also pursue your rights before the courts of the State of Kuwait.
11. Contact us
Kanz Large E-Money Services Company (K.S.C.C)
State of Kuwait
Email: info@paykanz.com
Web: www.paykanz.com
This policy is published in English. Where a translation is provided and there is any conflict, the Arabic text shall prevail for the purposes of Kuwaiti law.