Verified merchants only
Every payment recipient passes Vital Pay's identity, address and bank-account checks before they can list publicly.
24-hour review window
For orders over $50, you have 24 hours after delivery to flag a problem. Refunds in that window are automatic, no questions asked.
One-tap refund
Tap "Report a problem" on any order in /me and we refund from the platform float, back to your original payment method.
Service Level Agreement
These are the response times Vital Pay commits to in writing.
| Event | Vital Pay response | Merchant response |
|---|---|---|
| Payment captured | Receipt on WhatsApp + email in under 30 seconds | Order confirmation in under 2 minutes |
| Order dispatched | Tracking link to your chat thread | Within agreed lead time on storefront |
| Problem reported in review window | Automatic refund in under 60 seconds | Acknowledge in 24 hours |
| Problem reported after review window | Dispute case opened, mediated within 5 business days | Respond in 48 hours |
| Suspected fraud on a merchant | Storefront frozen, funds held within 1 hour of credible signal | Provide evidence within 72 hours |
What's covered
- • Item not delivered within agreed window
- • Item materially not as described on storefront
- • Wrong item or quantity dispatched
- • Damage in transit (with photo within 24h of delivery)
- • Unauthorised charges (card/EcoCash/InnBucks/OneMoney/OMari)
What's not covered
- • Change of mind after delivery acceptance
- • Custom or perishable goods explicitly marked non-refundable on storefront
- • Damage caused after delivery acceptance
- • Disputes raised more than 30 days after capture
- • Donations to verified charities (refundable only by the charity itself)
How to report a problem
- Open your order receipt on WhatsApp or in your /me account.
- Tap "Report a problem" and pick the reason.
- For damage or wrong item, attach a photo.
- You'll see the SLA countdown live; refunds inside the review window are automatic.
Outside the review window? Email support@vitalpay.co.uk with your payment reference. Mediation typically completes in 5 business days.
Honest pricing · FX & fees
No hidden margins. Here's exactly what you pay for cross-border orders.
Mid-market FX rate
Refreshed hourly
Sourced from interbank rates, shown on every quote before you confirm.
Vital Pay FX spread
0.9% to 1.5%
Capped — typically 50% below high-street remittance margins. Spread is shown line-by-line at checkout.
Payment processing fee
From 1.4% + $0.20
Varies by method (card, mobile money, bank). Paid by the merchant unless explicitly disclosed on the storefront.
Every receipt itemises the mid-market rate, our spread, and any processing fee so you can verify against xe.com or your bank statement. If we ever miscalculate, the difference is refunded automatically.
Vital Pay Protection v1.0 · Effective 26 May 2026 · Last updated 26 May 2026. This page is the canonical source. Operational changes are announced 14 days in advance.