Refund policy
When money comes back to your wallet automatically, when you need to raise it with us, and when a transaction cannot be reversed.
Last updated: 19 September 2026
Most of what people call a refund on this platform happens without anyone asking for it. This page explains the cases, so you know which situation you are in before you contact support.
Automatic reversals
If an operator or biller rejects a transaction, the amount is released back to your wallet automatically, normally within the same minute. You will see it in your transaction history recorded against the original transaction ID. No ticket, no request, no waiting period.
- Commission credited on the transaction is reversed at the same time.
- The wallet balance shown in your dashboard is updated immediately.
- If a reversal has not appeared within roughly fifteen minutes of a confirmed failure, contact support with the transaction ID.
Pending transactions
A pending transaction is one the operator has accepted but not yet resolved. The amount is held, not spent. It will resolve on its own to either success or failure, and a failure reverses automatically.
Do not resend a pending transaction. Resending is the most common cause of a genuine duplicate, and a duplicate that succeeds is not refundable.
What cannot be reversed
Once an operator or biller confirms delivery, the value is on the customer's number or account and is outside our control. The following are not refundable:
- A recharge delivered to a wrong number entered by you or your staff.
- A bill paid against a valid but incorrect customer account number.
- A pack or bundle activated on the wrong number.
- A duplicate transaction created by resending a pending request.
- A transaction disputed by your own customer after successful delivery.
Where a wrong number was used, your only route is the operator or biller directly. Keep the receipt and the operator transaction ID — support can supply both, but cannot compel a recovery.
Deposit corrections
If a wallet deposit was credited incorrectly — wrong amount, duplicated credit, or a reference submitted in error — contact support with the payment reference. Where the error is ours, it is corrected without deduction. Where a deposit was credited to the wrong account because an incorrect reference was submitted, recovery depends on the other account holder and cannot be guaranteed.
Deposits sent to the platform but never submitted for verification remain recoverable; send the transaction ID to support and it will be traced.
Raising a claim
Contact support through WhatsApp or [email protected] with:
- The transaction ID or your own reference ID.
- The number or account involved and the amount.
- Roughly when it happened.
- What you expected to happen and what happened instead.
With those four things, most claims are resolved in a single exchange. Without the transaction ID, resolution is slower and sometimes impossible.
Timeframes
- Automatic reversals: normally within one minute of a confirmed failure.
- Support-handled claims: acknowledged the same day; resolution depends on whether the operator or biller must be involved.
- Claims requiring an operator investigation: subject to that operator's own timelines, which can run to several working days.
- Claim window: raise claims as soon as you notice them. Claims raised long after the event may be impossible to investigate because operator records have aged out.
This policy sits alongside our terms and conditions, which govern the wallet and transaction rules generally.