Refund & Dispute Policy

1. Purpose and Scope

This Refund & Dispute Policy explains how BEEZENDS TECHNOLOGIES LTD (“BEEZENDS”, “we”, “us” or “our”) handles refund requests, transaction issues and disputes arising from use of the BEEZENDS app and related services, including the BeeMonie payments experience, BeeMalls purchases and BeeRides trips. It should be read together with our Terms of Use. Financial and payment services are provided through appropriately licensed financial and payment-service partners where required, and the outcome of some requests depends on those partners’ rules and on applicable regulation.

2. How to Raise an Issue

You can raise a refund request or dispute through either of two channels:

• In-app customer support — open the support/help section in the BEEZENDS app and describe the issue; or
• Email — write to support@beezends.com.

To help us investigate quickly, please include: the account phone number, the date and time of the transaction or order, the transaction reference or order number, the amount, and a description of what went wrong (screenshots help). Please raise issues as soon as possible after you notice them.

3. Response and Investigation Timelines

• Acknowledgement — we aim to acknowledge every refund request or dispute within 2 business days of receipt.
• Investigation — most investigations are completed within 7–14 business days. Cases that depend on external parties (for example a receiving bank, a payment processor or a merchant) can take longer; where that happens we will keep you informed of progress.
• Where a refund is approved, the time for funds to reach you depends on the payment method and the processing partner involved.

4. Payments, Transfers and Bill Payments

• Failed or pending transactions — if a transaction is debited but not completed, it will normally be reversed automatically once the failure is confirmed by the processing partner. If a reversal does not arrive within the expected time, contact support with the transaction reference.
• Bill payments, airtime and data — where a purchase fails after payment, we will pursue reversal or re-delivery with the relevant service provider. Refund availability for completed utility and top-up purchases depends on the rules of the service provider concerned.
• Transfers sent to the wrong recipient — completed transfers generally cannot be unilaterally reversed. If you send funds to the wrong recipient, contact support immediately; we will assist by engaging the relevant partners to attempt recovery, but recovery cannot be guaranteed and may require the recipient’s consent or a lawful instruction.

5. BeeMalls Purchases

• Products on BeeMalls are sold by independent merchants. Refunds, returns and exchanges for goods are governed in the first instance by the selling merchant’s stated policy and applicable consumer-protection law.
• If you cannot resolve an issue with a merchant (for example non-delivery, or goods materially different from their description), escalate it to us through the channels in Section 2. We will review the evidence from both sides and facilitate a resolution, which may include instructing a refund where the platform holds the relevant funds and the evidence supports it.

6. BeeRides and Other Services

Fare disputes, overcharges and trip issues on BeeRides, and issues with other in-app services, can be raised through the same channels and timelines set out above. Where a third party provided the underlying service, the investigation will involve that party.

7. Unauthorised or Fraudulent Transactions

• If you believe your account has been compromised or you see a transaction you did not authorise, contact us immediately through in-app support or support@beezends.com, and change your credentials and payment PIN.
• We will restrict the affected account or feature where appropriate while the matter is investigated.
• Suspected fraud is investigated together with the relevant licensed partners and may be reported to the appropriate authorities in line with applicable law and our anti-money-laundering obligations. We may request supporting information from you, and prompt reporting materially improves the chance of recovery.

8. Limits of This Policy

• This Policy does not create an unconditional right to a refund. Outcomes depend on the facts of each case, the rules of the licensed partners and service providers involved, merchant policies, and applicable law.
• Refunds are not available for losses caused by you providing incorrect payment details, sharing your credentials or PIN, or using the Services in breach of the Terms of Use.
• Nothing in this Policy limits any rights you have under applicable consumer-protection or financial-services law that cannot be excluded.

9. Escalation

If you are not satisfied with the outcome of an investigation, you may ask for the case to be reviewed by replying to the resolution message or writing to admin@beezends.com with the case reference. This Policy does not restrict your right to pursue remedies available to you under applicable law.

10. Changes to This Policy

We may update this Policy from time to time. Material changes will be reflected in the version and effective date shown above and notified through the app or the website.

11. Contact