This policy explains how complaints and transaction disputes may be raised and generally handled through SahulatPay.
Effective Date: 26th March 2026
A complaint generally means dissatisfaction with SahulatPay, its conduct, support, onboarding, account handling, communication or service quality. A dispute generally means that you challenge a transaction, debit, credit, reversal, payment outcome, load, withdrawal, or another transaction-related event on your account. Whether a matter is treated as a complaint or a dispute may depend on the facts and SahulatPay’s internal review framework.
You may raise a complaint or dispute through SahulatPay’s available support channels, including the general e-mail address, helpline, website or another channel that SahulatPay may make available from time to time.
When raising a matter, you should provide enough detail for SahulatPay to identify and review it. This may include your name, registered number or account identifier, transaction reference, date and amount, counterparty details, channel used, screenshots, receipts, bank proof, explanation of the issue and the outcome you are seeking.
SahulatPay may record the matter, ask follow-up questions, request supporting material, verify account activity, review logs, consult internal teams, liaise with partner institutions, merchants, or other service providers, and seek clarification from you before deciding the matter. Some matters may require additional review, reconciliation, partner input, or legal/compliance checks. SahulatPay aims to handle complaints within timelines consistent with applicable regulatory guidelines and requirements.
If your complaint is not resolved through SahulatPay’s internal process, you may have the right to escalate the matter to the relevant regulatory, statutory, or complaint-handling forum, where applicable under law and the relevant regulatory framework.
The table below lists common service or access-related complaints that customers may raise. It is illustrative and not exhaustive.
The examples below are illustrative only and apply only to those services, channels or features that SahulatPay makes available from time to time.
Complaint type | What it usually means | What you may be asked to provide |
|---|---|---|
Account access, onboarding or profile issue | You face difficulty opening, verifying, updating, or accessing your account or profile. | Relevant screenshots, device details, submitted documents, and a description of the problem. |
OTP not received for account verification or service use | A one-time password or approval code required for account verification or an available service does not arrive or cannot be used. | Screenshot, time of request, masked mobile number or account details used, and any error message received. |
Any other service complaint | Any other issue relating to support, communication, service quality, or conduct. | A clear description of the issue and any supporting evidence available. |
The table below lists common transaction disputes and the type of information SahulatPay may request. It is illustrative and may be adapted depending on the service, counterparty, partner or channel involved.
The examples below are illustrative only and apply only to those services, channels or features that SahulatPay makes available from time to time.
Dispute type | What it usually means | What you may be asked to provide |
|---|---|---|
Multiple charge | You were charged more than once for what you believe was a single transaction. | Transaction references, screenshots, statement or account proof. |
Unrecognized transaction | A debit or payment appears on your account that you do not recognise or did not authorise. | Transaction details, explanation, device/security details and any fraud indicators noticed. |
Recipient did not receive money | Your account was debited but the intended recipient did not receive the money. | Transaction reference, recipient details, screenshots or confirmations from both sides. |
Service not received against a payment | A payment was made but the related goods or services were not received or were not provided as expected. | Merchant details, proof of payment, order or booking details, correspondence and supporting evidence. |
Cash-in failed | Funds were debited or collected for an available cash-in transaction but did not appear in your SahulatPay account. | Transaction reference, screenshot, amount, date and time, and any acknowledgement or proof available. |
Any other dispute | Any other transaction or movement that you challenge. | A clear description of the matter and any supporting material available. |
You should raise the matter promptly, preserve evidence, respond to requests for clarification, protect your account and credentials, and avoid duplicative or misleading submissions. Failure to provide material information may affect SahulatPay’s ability to review or resolve the case.
Depending on the facts, evidence and applicable rules, a matter may be accepted, rejected, partially accepted, adjusted, corrected, reversed, reimbursed, referred to a partner or merchant, closed for lack of information, or escalated for further internal, legal, compliance or external review.
Nothing in this policy limits SahulatPay’s rights under the Terms of Use, applicable payment system, partner, or channel rules, applicable law, or lawful directions of competent authorities.
