1. Failed Transactions
If a recharge, bill payment, AEPS, DMT or PAN request fails at the operator/bank end, the debited amount is automatically reversed to your wallet. No manual refund request is needed for this case.
2. Wallet Top-ups
Money added to the wallet is for use on the platform's services and is non-refundable to your bank account, except where a top-up was charged but never credited to the wallet - raise a support ticket with the payment reference for this.
3. Disputed Transactions
If a service shows as successful on the platform but was not actually delivered (e.g. recharge not received), raise a support ticket with the transaction ID within 7 days; it will be verified with the operator and reversed if confirmed failed.
4. Processing Time
Approved refunds are credited to the wallet immediately; refunds to a bank account (where applicable) may take 3-7 working days depending on the bank.
5. Contact
For any refund query, use Support > Raise a Ticket from your dashboard with the transaction ID.