Payment Terms

Eberion Money Customer Payment Terms

By proceeding with a payment through Eberion Money, you agree to the following terms:

1. Role of Eberion Money

Eberion Money provides a payment initiation, tracking, and merchant operations platform that enables merchants to issue payment requests and allows customers to complete payment using supported payment infrastructure.

2. Merchant relationship

Your purchase is with the merchant identified on the payment request. Eberion Money facilitates the payment flow and transaction tracking but is not the seller of the merchant’s goods or services unless expressly stated otherwise.

3. Payment processing

Payments may be processed through third-party payment infrastructure providers, acquiring banks, gateways, card networks, or other financial service providers connected to the platform.

4. Transaction confirmation

A payment request may move through statuses such as Draft, Sent, Paid, Failed, Expired, or Refund Requested. A payment is only treated as successful when the platform receives and records a confirmed successful transaction outcome from the relevant payment infrastructure.

5. Failed or incomplete transactions

If a transaction fails, expires, is interrupted, or remains pending, the customer should not assume that payment was successful unless a confirmation is displayed or communicated. Eberion Money may update transaction status after receiving a callback, notification, sync update, or reconciliation result.

6. Refunds

Refunds are currently handled through an operational review process. A merchant or Eberion Money support may initiate a refund request where applicable. A refund request does not by itself mean that a refund has been approved or completed.

Approved refunds will be processed through the relevant payment partner, connector, acquirer, or operational back-office process, subject to technical and regulatory constraints.

7. Complaints and disputes

If you believe a payment was incorrect, duplicated, delayed, or not properly reflected, you should contact Eberion Money support as soon as possible using the published contact channels. Eberion Money will log, investigate, and respond to complaints within its internal redress process.

8. Sandbox notice

This service is currently being tested in the Bank of Botswana Regulatory Sandbox. It may be modified, suspended, or discontinued during the testing period.

9. Limitation

Eberion Money will use reasonable efforts to ensure reliable transaction tracking and customer support during sandbox testing, but availability, turnaround times, and feature scope may be affected by the limits of the testing environment and third-party processing infrastructure. 

Merchant Terms

Eberion Money Merchant Platform Terms

1. Scope

These terms govern the merchant’s use of the Eberion Money platform, including merchant onboarding, portal access, payment request issuance, transaction visibility, refund request initiation, reporting, and related support services.

2. Merchant responsibilities

The merchant agrees to:

• provide accurate business, KYB, onboarding, and contact information;
• use the platform only for lawful business purposes;
• issue genuine payment requests linked to legitimate goods or services;
• maintain accurate customer communications;
• cooperate with Eberion Money in handling transaction issues, complaints, disputes, refunds, and regulatory queries;
• avoid fraudulent, deceptive, abusive, or prohibited activity.

3. Payment processing and infrastructure

The merchant acknowledges that payment capture and settlement may rely on third-party payment infrastructure providers, banks, gateways, acquirers, or card schemes. Eberion Money may orchestrate payment initiation, hosted checkout handoff, callback handling, analytics sync, reconciliation visibility, and merchant reporting.

4. Transaction records

The merchant acknowledges that the Eberion Money platform may maintain records including payment requests, transaction references, provider references, transaction states, callback data, sync results, and audit information for operational, reconciliation, compliance, dispute-handling, and reporting purposes.

5. Refund requests

The merchant may submit refund requests through the available platform function or operational support channel. A refund request is subject to review, approval rules, fraud/risk checks, and the capabilities of the relevant payment provider or operational process.

The merchant must provide a valid reason for refund, and may be required to provide supporting information.

6. Complaints and dispute cooperation

Where a customer raises a complaint or dispute, the merchant must cooperate promptly by providing transaction details, delivery/service evidence, refund context, and any other relevant information reasonably requested.

7. Sandbox participation

The merchant understands that some features of the service are currently being tested in the Bank of Botswana Regulatory Sandbox and may be subject to changes, controls, limits, enhanced monitoring, or reporting obligations during the testing period.

8. Suspension or restriction

Eberion Money may suspend, restrict, review, or terminate merchant access where there is suspected fraud, misuse, excessive disputes, inaccurate KYB information, regulatory concern, breach of terms, or operational risk.

9. Fees

Any applicable platform fees, payment processing charges, or related fees must be clearly disclosed separately to the merchant.

10. Governing support process

All support, complaint, dispute, refund, and operational escalations shall be handled in accordance with Eberion Money’s published support and redress procedures. 

Refunds, Complaints and Redress Policy

Eberion Money Refunds, Complaints and Redress Policy

1. Purpose

This policy explains how Eberion Money handles refund requests, complaints, disputes, transaction issues, and customer redress in relation to its live platform and any services or workflows being tested within the Bank of Botswana Regulatory Sandbox.

2. Refund request process

A refund may be requested:

• by the merchant through the merchant dashboard or merchant support;
• by Eberion Money operations following review of a valid issue; or
• by escalation from a customer complaint where appropriate.

3. Refund Requested status

A status of Refund Requested means the request has been logged and is under review. It does not mean the refund has been approved or completed.

4. Refund review criteria

A refund request may be reviewed based on:

• duplicate payment;
• incorrect amount charged;
• customer cancellation where merchant policy permits;
• failed or partially completed merchant fulfilment;
• technical transaction error;
• suspected fraud or unauthorized activity; or
• any other operationally justified reason.

5. Refund outcome

A refund request may be:

• approved;
• declined;
• returned for more information; or
• escalated for operational, compliance, or partner review.

6. Complaints handling

Customers may submit complaints through the contact form, support email, or other designated support channels. Eberion Money will:

• log the complaint;
• acknowledge receipt;
• investigate the issue;
• communicate the outcome or next step; and
• retain complaint and resolution records for audit, operational, and regulatory purposes.

7. Redress and compensation

Where Eberion Money determines that customer redress is appropriate under defined circumstances, the remedy may include transaction correction, refund support, or other fair remedial action consistent with the facts of the case, partner capabilities, and applicable law.

8. Timeframes

Eberion Money will use reasonable efforts to investigate and resolve complaints and refund-related issues promptly. Complex cases involving third-party processors, acquirers, partner systems, or disputed factual circumstances may take longer.

9. Regulatory Sandbox Disclosure

Certain services or workflows may be tested within the Bank of Botswana Regulatory Sandbox. This sandbox status does not replace the underlying nature of the Eberion Money platform or the customer and merchant relationships described in the applicable terms, but it does mean that the relevant service is operating in a supervised testing context subject to applicable safeguards and disclosures.

10. Deposit insurance disclosure

Any loss resulting from participation in sandbox-tested services is not covered by the Deposit Insurance Scheme of Botswana or the Bank of Botswana

Privacy Notice

Privacy Notice for Contact and Support Requests

When you submit a message through an Eberion Money contact or support form, Eberion Money may collect your name, email address, phone number, merchant details, transaction references, provider references, and the content of your message.

We use this information to:

• respond to support requests;
• investigate payment issues, refund requests, and complaints;
• maintain operational and audit records;
• improve platform reliability and customer support; and
• meet legal, regulatory, compliance, fraud-monitoring, and reporting obligations.

Your information may be shared, where necessary, with payment processors, acquiring partners, regulated financial institutions, service providers, or competent authorities for payment operations, dispute handling, fraud prevention, compliance, or regulatory reporting.

By submitting the form, you confirm that the information provided is accurate and that you agree that Eberion Money may contact you regarding your request.

Regulatory Sandbox Disclosure

Eberion Money operates a live payment and merchant operations platform. Certain services and workflows are currently being tested within the Bank of Botswana Regulatory Sandbox.

The Regulatory Sandbox is a supervised live testing environment. During the testing period, some features, workflows, limits, integrations, or support processes may be adjusted as part of controlled live experimentation and regulatory oversight.

By using sandbox-tested services on the Eberion Money platform, you acknowledge that:

• certain services are currently being tested within the Bank of Botswana Regulatory Sandbox;
• some features or workflows may change during the testing period;
• transactions may be processed through third-party payment infrastructure and financial service partners;
• complaints, disputes, and refund requests may be handled through Eberion Money’s support and redress process; and
• any loss resulting from participation in sandbox-tested services is not covered by the Deposit Insurance Scheme of Botswana or the Bank of Botswana.

If you do not wish to use a sandbox-tested service, do not proceed with the relevant transaction or workflow.