Refunds and payment disputes
refunds · all
Refunds are decided by trip policy + payment evidence. Platform support reconciles gateways; SACCOs own commercial cancel rules.
When refunds usually apply
- Cancel inside the SACCO’s allowed window
- SACCO-initiated trip cancellation
- Confirmed double charge / paid-without-ticket after reconciliation
How to raise a case
Email support@wyhop.com with:
- Booking reference (if any)
- Paying phone or card last four
- Amount and EAT timestamp
- M-Pesa transaction code or Paystack reference
- Short description of what you expected vs what happened
Typical timelines after approval
| Method | Guide |
|---|---|
| M-Pesa | 1–5 business days |
| Card | 3–10 business days |
| Wallet | Often same day |
SACCO finance teams
Settlement and payout questions belong in the SACCO portal (Finance / Settlements) or partners@wyhop.com. Do not share M-Pesa PINs with anyone.