You can request a cancellation or refund for orders that have been paid for but are not completed, delivered, or disputed.
1. Where can I request a refund and what do I need to know?You can contact our KALEOZ Support via KaleozChat to provide your payment information. We will process the refund immediately upon your request. Refunds can only be sent back to the original payment method used for the transaction (bank account or card issuer). Fees associated with the original charge are non-refundable. Refunds cannot be sent to a different destination, such as another card or bank account.
Once the refund has been initiated, it cannot be cancelled. Refunds typically take approximately 5–10 business days to be credited, depending on your bank. Stripe will send you an email notification once the refund has been processed.
2. How do I track my refund?You can request the Acquirer Reference Number (ARN) from our KALEOZ Support team via KaleozChat to track your refund. An ARN is a unique number assigned to a card transaction as it moves through the payment process. You can then provide the ARN to your bank, which will be able to provide more information about when the refund will be available or confirm whether it has been initiated.
ARNs are available under the following conditions:
- They are only supported for Visa and Mastercard transactions.
- It takes 1–3 business days after the refund is initiated to receive the ARN from our downstream banking partners.
- An ARN is not available in the case of a reversal, as the original charge was not processed.