Refund Policy

1. Refund Policy

OMPAY processes refunds in line with this policy, applicable merchant terms, and Central Bank of Oman consumer protection rules.

Scope

This policy applies to payments processed through OMPAY services. These include mobile app transactions, merchant payments, wallet top-ups, bill payments, and card transactions linked to your OMPAY account.

When You Can Request a Refund

You can request a refund in the following cases:

  • Duplicate transactions charged in error.
  • Failed transactions where funds were deducted but the service was not delivered.
  • Unauthorized transactions reported within the timeframe set out below.
  • Cancelled merchant orders eligible under the merchant refund terms.
  • Service interruptions confirmed by OMPAY technical investigation.

Non-Refundable Transactions

The following are not eligible for refund through OMPAY:

  • Successful peer-to-peer transfers where funds reached the intended recipient.
  • Bill payments processed and accepted by the biller.
  • Top-ups credited to the correct wallet or account.
  • Charges arising from your own error after confirmation of the transaction.
  • Government fee payments accepted by the receiving authority.
  • Disputes raised after the maximum reporting period set out in section "Reporting Deadlines".

How to Request a Refund

The following are not eligible for refund through OMPAY:

  • Successful peer-to-peer transfers where funds reached the intended recipient.
  • Bill payments processed and accepted by the biller.
  • Top-ups credited to the correct wallet or account.
  • Charges arising from your own error after confirmation of the transaction.
  • Government fee payments accepted by the receiving authority.
  • Disputes raised after the maximum reporting period set out in section "Reporting Deadlines".

How to Request a Refund

Submit your refund request through one of these channels:

  • In-app support: Help, then Refund Request.
  • Email: [email protected]
  • Phone: 24442679
  • Customer service hours: 24442679

Information You Need to Provide

  • Transaction reference number.
  • Date and amount of the transaction.
  • Description of the issue.
  • Supporting documents or screenshots if available.

Reporting Deadlines

  • Unauthorized transactions: report within 24 hours of the transaction time.
  • Duplicate or failed transactions: report within 24 hours of the transaction time.
  • Merchant disputes: subject to the merchant policy and card scheme rules.

Processing Timeframes

  • Acknowledgement of your request: within one business day.
  • Investigation: The investigation may take 7–14 business days, depending on the transaction type and the countries involved
  • Refund completion: If the refund is approved, completion can take up to 45 business days, depending on the payment scheme, any related third parties, and the country of the transaction.

Where the receiving bank or card scheme controls the credit timing, settlement may take longer. We will provide reference numbers so you can track the refund with your bank.

Refund Methods

Refunds are returned to the original payment source. OMPAY does not issue refunds to a different account or card unless the original source is closed and you provide acceptable verification.

Disputed Outcomes

If you disagree with the outcome of your refund request, you can escalate it:

  • First, to OMPAY Customer Relations at [email protected].
  • Then, to the Central Bank of Oman consumer protection channel if your concern remains unresolved.

Fees

OMPAY does not charge a fee to process eligible refund requests. Third-party fees applied by card schemes or correspondent banks may not be recoverable.

Contact

Ghala,Bowsher PO Box-1257 PC-133
24442679, [email protected]