Fulfilment Policy

Fulfillment Policy for Yamersal

1. Account Creation and Verification: Upon registration, users may be required to provide accurate personal information and supporting documents for account verification. The verification process may take up to 3 business days.

2. Adding Funds: Users can add funds to their wallet using the available methods in the app. The processing time may vary:

  • Bank Transfer: Funds typically reflect in the wallet within 1-3 business days.
  • Credit/Debit Card: Funds are usually added instantly but can occasionally take up to 24 hours.
  • Other Payment Methods: Depending on the chosen method, processing time can vary.

3. Making Payments: Payments to merchants or transfers to other users are typically instantaneous. However, in some cases, due to server issues or network delays, it can take up to a few hours.

4. Withdrawals: Users can withdraw funds from their wallet to linked bank accounts or other supported channels. Withdrawal processing times are as follows:

  • Bank Transfer: 1-3 business days.
  • Other Withdrawal Methods: Times can vary based on the selected method.

5. Transaction Failures or Delays: In the event of a transaction failure or delay, users are advised to check their transaction history and notifications. If funds are deducted but the transaction is not successful, they will typically be refunded to the user’s wallet within 5-7 business days.

6. Security: Users are urged to maintain the confidentiality of their login credentials. We employ robust encryption and security measures to protect users’ funds and personal information. However, we are not liable for unauthorized access resulting from users sharing or compromising their personal login details.

7. Customer Support: For any transaction-related issues, users can reach out to our customer support via the app or email. We strive to address all concerns within 48 hours.

8. Account Suspension or Termination: We reserve the right to suspend or terminate accounts that violate our terms of service, show signs of fraudulent activity, or for other security reasons. Affected users will be notified and, where appropriate, guided on the necessary steps to resolve the issue.

Refund Policy

1. Failed Transactions: If a user initiates a transaction (payment, fund transfer, etc.) and it fails, but the amount is deducted from their wallet:

  • The deducted amount will be automatically refunded to the user’s wallet within 5-7 business days.
  • If the refund doesn’t reflect within this period, users are advised to contact our customer support with transaction details for further assistance.
  • 2. Unauthorized Transactions: If a user identifies an unauthorized transaction made from their account:
  • The user should immediately report the unauthorized transaction to our customer support.
  • We will investigate the claim, and if it’s determined that the transaction was indeed unauthorized and occurred due to a fault in our system, the user will be refunded the full transaction amount.
  • Users are urged to maintain the confidentiality of their login credentials. Refunds for unauthorized transactions resulting from users sharing or compromising their personal login details may not be guaranteed.
  • 3. Refunds to Original Payment Methods: In cases where users request a refund to their original payment method (like a bank account or credit card):
  • Such refunds will typically be processed within 7-10 business days.
  • Refunds might be subjected to processing fees, which will be deducted from the refundable amount.