Payment Information

This page explains how payments are handled when you place an order through SantonViva.

1. Available payment methods

The payment methods currently available for an order will be displayed during checkout. Depending on the customer, location, order, and payment provider, these may include:

  • Mobile Money options supported by the payment gateway.
  • Eligible debit or credit cards.
  • Cash on Delivery only where it is specifically shown or confirmed as available.

Do not send money to a personal number or account unless the payment instruction has been confirmed through SantonViva’s official checkout or support contact.

2. Online payment processing

Supported online payments are processed through the payment provider shown during checkout, such as Flutterwave. SantonViva does not ask customers to disclose card PINs, Mobile Money PINs, passwords, or one-time verification codes to a seller, rider, or support representative.

After a successful online payment, the customer should return to SantonViva and receive an order acknowledgement or confirmation. Keep the order number and payment reference for future assistance.

3. Pending or failed payments

  • If payment fails, do not repeatedly pay without first checking the order status.
  • If money is deducted but the order remains unpaid or pending, contact SantonViva with the order number and payment reference.
  • Do not share a complete card number, PIN, password, or one-time code when requesting support.
  • Payment-provider or network delays may temporarily affect confirmation.

4. Cash on Delivery

Cash on Delivery is available only when it is displayed at checkout or specifically confirmed for the order. The customer must provide a reachable phone number and accurate delivery information. An order may be delayed or cancelled if confirmation cannot be completed.

Customers should request proof of payment or an order receipt where applicable and should not pay an amount different from the confirmed order and delivery total without contacting SantonViva.

5. Prices and currency

Prices on SantonViva are displayed in Uganda shillings (UGX). Delivery charges and any applicable order fees will be shown at checkout where available or confirmed before dispatch. The total payable amount should be reviewed before payment is completed.

If a listing contains an obvious pricing or technical error, SantonViva may contact the customer before fulfilment to explain the issue and offer correction or cancellation. A seller must not demand an undisclosed product-price increase after an order has been confirmed.

6. Order confirmation

A payment receipt or gateway message does not by itself guarantee product availability. An order is considered confirmed after payment status, product availability, customer contact details, and delivery arrangement have been reviewed.

7. Refunds

Refund eligibility depends on the circumstances of the order and the SantonViva Return & Refund Policy. Customers may request a return within seven days after delivery, subject to product condition, category exclusions, and the documented return procedure.

When a refund is approved, it will be initiated through the original payment method where possible or another agreed method. Processing usually takes 5–10 business days after approval, although banks, card providers, and Mobile Money operators may require additional time.

8. Payment safety

  • Use SantonViva’s official website and confirmed support contacts.
  • Check the order amount before approving a payment.
  • Never reveal your PIN, password, or one-time verification code.
  • Keep your order number and payment confirmation.
  • Report suspicious payment requests to SantonViva immediately.

9. Payment support

  • WhatsApp/Phone: +256 700 948 008
  • Email: sales@santonviva.com
  • Support page: santonviva.com/contact-us/

When contacting us about a payment, provide your order number, payment reference, payment time, and the amount paid. Do not send sensitive payment credentials.