Refund Policy

This policy explains when [Registered business name] (“ClosiPass”) returns money you paid us. It forms part of our Terms of Service. By paying, you accept it.

1. Before we pay the provider

If you cancel, or we cannot or will not complete your order, before we have paid the international provider, we will refund the ETB you paid us, less any bank, mobile-money or transfer charges we incurred. Ask for a refund using your order reference; we return the money to the account it came from unless we agree otherwise.

2. After we pay the provider

Once we have paid the provider, the money has left our control and ClosiPass payments are final and non-refundable. This applies even if you change your mind, no longer need the service, entered the wrong provider or account details, or were not eligible for the service. Any refund of the underlying service is decided only by the provider under its own policy. If the provider refunds us, we return the amount we actually recover, converted at the exchange rate we receive, less costs and any of our service fee that has already been earned.

3. Our service fee

Our service fee is refunded only when we cancel the order before paying the provider. It is not refunded once the provider has been paid.

4. Exchange-rate movements

Refunds are made in ETB. If the rate moves between your payment and a refund, we do not compensate for the difference. We refund the ETB amount, or the ETB value of what we actually recover from the provider, whichever applies.

5. Late, wrong or unmatched payments

Payments received after a quote expired, in the wrong amount, or without a valid order reference are held until we can match them. If you ask, or if we cannot complete the order, we return the funds, less bank or mobile-money charges, within 14 days of confirming the payment cannot be applied.

6. When we will not refund

We do not refund where an order was completed as requested, where the provider refuses to refund, where you gave incorrect details, where a provider bans or restricts your account, or where the order was cancelled because of fraud, sanctions, or a breach of our Terms. We may keep amounts we are required to keep by law.

7. How long refunds take

We aim to review a request within 5 business days. Banks and mobile-money networks may need longer to return funds.

8. Disputes and chargebacks

Please contact us before you raise a dispute with your bank or a payment provider. We may give evidence of the order, your acceptance of these terms and the completed payment to the bank or authorities.

9. How to ask

Email support@closipass.com with your order reference and the reason for the request.