This policy explains when and why ZurvaPay may restrict, suspend, hold funds on, or block a merchant, sub-merchant or agent account, and how account holders can respond.
1. When an Account May Be Restricted or Blocked
- Suspected or confirmed fraud, including the use of fake, duplicate, or misleading invoices to collect payment for goods or services that were not genuinely provided.
- An unusual spike in chargebacks, disputes, or customer complaints relative to your normal activity.
- KYC documents that are incomplete, inconsistent, expired, or cannot be verified.
- Use of the account for a business activity different from what was disclosed at registration.
- Activity that violates our Terms & Conditions, applicable law, or the rules of our banking/payment partners (JazzCash, Easypaisa, Raast QR).
- A request, directive, or order from a regulator, bank, or law-enforcement/government authority.
2. What Happens When an Account Is Restricted
Depending on the severity of the issue, we may: temporarily pause new transactions, hold pending settlement while we investigate, request additional documents or clarification, or fully suspend the account. Where reasonably possible, we will notify you of the reason and what is needed to resolve it — except where we are legally restricted from doing so (for example, during an active law-enforcement investigation).
3. Fund Holds During Investigation
Where fraud or a serious compliance issue is suspected, settlement of the affected funds may be held until the investigation is complete, a dispute is resolved, or a chargeback window has closed. This protects both genuine merchants and the customers who paid them.
4. How to Respond / Appeal
If your account is restricted, you can respond through your dashboard support ticket or our Contact page with the requested documents or explanation. We aim to review appeals promptly and will reinstate the account once the concern is resolved and verification is complete.
5. Permanent Closure
We may permanently close an account where fraud is confirmed, where KYC cannot be satisfactorily completed, or where continuing the relationship would expose ZurvaPay, our partners, or other users to legal or financial risk. In such cases funds may be withheld pending resolution of any related dispute, chargeback, or legal process, and relevant account information may be shared with authorities as described in our Privacy Policy.