Refund & Dispute Policy

Snokonoko is a technology platform that facilitates transactions and payment arrangements between users. Snokonoko does not itself provide the underlying loan or funding between users. This Refund and Dispute Policy explains how payment disputes, incorrect transactions and requests for refunds relating to Snokonoko's services will be handled.

It forms part of our Terms & Conditions and should be read with §11 (Platform and administration fees) and §12 (Refunds and disputes) of that document.

1. Raising a dispute

If a user believes that a payment or charge processed through Snokonoko is incorrect, duplicated, unauthorised or otherwise disputed, the user must contact Snokonoko Support as soon as reasonably possible.

Email: info@snokonoko.co.za
Telephone: 076 082 2884

The user should provide:

• their full name and registered contact details;
• the relevant transaction or reference number;
• the transaction date and amount;
• the reason for the dispute; and
• any supporting documentation reasonably required to investigate the matter.

2. Dispute investigation

Once a dispute has been received, Snokonoko will acknowledge the complaint and investigate the transaction.

Where necessary, Snokonoko may obtain information from the parties to the transaction and/or the relevant payment service provider, acquiring bank or other payment-processing partner.

The user will be informed of the outcome once the investigation has been completed.

3. Refunds

A refund may be considered where:

• a user has been charged more than once for the same transaction;
• an incorrect amount has been charged due to a system or processing error;
• a payment was processed in error and is eligible for reversal;
• a Snokonoko platform or administration fee was incorrectly charged; or
• a refund is otherwise required by applicable South African law.

All refund requests are subject to verification and investigation.

Where a refund is approved, it will, where reasonably possible, be returned using the original payment method or through the appropriate payment-processing channel. Processing times may depend on the relevant bank, card issuer or payment service provider.

4. Transactions between users

Snokonoko facilitates transactions between users but is not the lender or borrower in the underlying transaction.

A disagreement between a lender and borrower regarding the underlying amount owed, repayment obligations or terms agreed between them will therefore not automatically constitute grounds for Snokonoko to refund or reverse a validly charged platform fee or payment.

Where appropriate, Snokonoko may assist the parties by providing available transaction records or facilitating the dispute process, subject to applicable law and privacy requirements. In practice this usually means giving both parties the agreement record and the repayment history we hold, which is normally enough to settle the facts.

5. Platform and administration fees

Where Snokonoko charges a platform or administration fee for a successfully facilitated transaction, that fee is generally non-refundable once the applicable service has been successfully provided.

However, Snokonoko may refund or reverse a platform fee where it was charged incorrectly, duplicated, charged as a result of a technical error, or where a refund is otherwise required by law.

6. Unauthorised or fraudulent transactions

Users who believe that their card or payment method has been used without authorisation should immediately notify Snokonoko and their bank or card issuer.

Snokonoko will cooperate with its payment service providers and acquiring bank in investigating disputed or potentially fraudulent transactions and will process any valid reversal or refund in accordance with the applicable payment rules and legal requirements.

7. Chargebacks

Cardholders retain any chargeback or dispute rights available to them through their card issuer and applicable card-scheme rules.

Where a chargeback is initiated, Snokonoko may provide the relevant transaction records and supporting information to its payment service provider or acquiring bank for purposes of investigating and resolving the dispute.

8. Refund processing

Where Snokonoko approves a refund that falls within its control, the refund instruction will be submitted to the relevant payment provider as soon as reasonably practicable.

The time taken for the refunded amount to appear in the user's account may vary depending on the payment provider, acquiring bank, card issuer and payment method.

9. Complaints and escalation

If a user is dissatisfied with the outcome of a dispute or refund request, the user may request that the matter be escalated for further internal review.

Complex or unresolved disputes may be escalated to senior management or compliance personnel. Where legally required, Snokonoko may cooperate with payment providers, banks, regulators or law enforcement agencies.

All refund and dispute enquiries may be directed to:

Snokonoko Support
SS Group (Pty) Ltd
Email: info@snokonoko.co.za
Telephone: 076 082 2884
Business address: 3 Rosemary Road, Glenhazel, Sunningdale, 2192, South Africa
Website: www.snokonoko.co.za

General dispute handling

The following applies to all disputes and complaints relating to the platform, not only to payment and refund matters.

10. Scope

These provisions apply to all registered users, including borrowers, lenders and any person interacting with the Snokonoko platform. Snokonoko is committed to resolving disputes fairly, transparently and efficiently, and assesses each matter in accordance with its Terms & Conditions and applicable South African law.

11. Temporary measures

Where fraud, identity theft or unauthorised activity is suspected, Snokonoko may temporarily restrict an account or suspend affected transactions while an investigation is completed.

Following the investigation, Snokonoko will communicate its findings and any action taken to the affected parties. Remedies may include correction of platform errors, reinstatement of accounts, rejection of unfounded claims or other lawful actions.

12. Record keeping and confidentiality

Snokonoko maintains records of complaints, investigations and outcomes to improve customer service, identify recurring issues and support regulatory compliance.

All dispute information is handled confidentially and processed in accordance with applicable data protection laws and the Snokonoko Privacy Policy.

13. Amendments

SS Group (Pty) Ltd may amend this Policy from time to time to reflect changes in legal, regulatory or operational requirements. The current version is always published here with its version number and effective date.