Help guide
Refunds, cancellations and duplicate charges
What can and cannot be refunded, when a refund is processed, how long it takes to appear in your account and why opening a bank dispute is usually worse than writing to us.
A recharge is a product consumed the moment it is delivered, and that defines what can be returned. The rule is simple: if the operator credited the airtime, the operation is final; if it did not, the money comes back.
When a refund applies
The clear case is failed delivery. If the operator rejects the order or the recharge never gets credited, the operation is closed as failed and the payment is returned without you having to ask for anything.
When the recharge was delivered, the operation is final: the airtime is already on the destination line and the operator does not reverse it, exactly like a recharge bought in a physical shop. A wrong number does not change that once it is credited.
- Delivery failed or rejected by the operator: refunded.
- Payment charged without the order going out: refunded.
- Recharge credited correctly: not refunded.
- Wrong number already credited: the operator cannot reverse it.
How to request a refund
Write to us with the receipt reference, the destination number and a short description of what happened. With that we check the real delivery status with the operator before deciding, and that check is what determines whether a refund applies.
If it does, the refund is issued through the same method you paid with. We never ask for extra bank details or send payment links: any message asking for them does not come from us.
Crediting times
The refund is issued on our side as soon as the case is resolved, but the time until it appears in your account is set by the card issuer or the payment processor, which usually takes several business days.
In the meantime, your statement may show the original charge and the credit on different dates. The operation receipt and the refund reference are the evidence your bank needs if you ask them about the status.
Duplicate charges and disputes
Before disputing a charge with your bank, check whether it is a temporary hold from a failed attempt: those holds clear on their own and are not charges. If there are two settled charges with the same reference, write to us with both statement lines.
Opening a bank dispute for a case we can resolve directly is usually the slow road: it freezes the operation for weeks while the process runs between banks and, if the recharge was delivered, the outcome ends up being the same. Writing to us first is almost always faster.
How to request a refund
The full procedure, from start to finish.
- 1Open the operationFind it in My transactions and copy the receipt reference.
- 2Check the statusIf it shows as failed, the refund is already under way and there is nothing to request.
- 3Write to us with the caseSend the reference, destination number and what happened. Do not include full card details.
- 4Wait for the verificationWe check delivery with the operator; that is what determines whether the recharge was credited.
- 5Get the resolutionIf a refund applies, it is issued through the same payment method and we confirm the reference.
What to include in your request
With these details the review is resolved in a single round.
- Reference from the operation receipt.
- Full destination number with country code.
- Date of the charge as it appears on your statement.
- A two-line description of what happened.
- Statement screenshots that do not show the full card number.
Questions about refunds
Can I cancel a recharge after paying?
Only if delivery has not completed yet, and the window is seconds because recharges go out immediately. Once the operator credits the airtime, the operation is final.
I used the wrong number, will I get my money back?
If the recharge was already credited to that line, no: the operator does not reverse a correct credit to the number that was given. Write to us anyway, because while the order has not gone out we try to stop it.
How long does a refund take to reach me?
We issue it when the case is resolved, but crediting depends on your bank or the payment processor and usually takes several business days. The refund reference is what you use to check with them.
Is the service fee refunded too?
When delivery was not completed, the refund covers the amount charged for the operation, fee included. If the recharge was delivered there is no refund, because the service was in fact provided.
What happens if I open a dispute with my bank?
The operation is frozen while the process runs between banks, which can take weeks, and we supply the delivery evidence to the processor. If the case is legitimate, writing to us directly resolves it much sooner.
Can the refund go to a different card or account?
No. A refund always returns through the same method it was paid with. That is a payment processor rule and also what prevents fraud from cashing out into a different account.
Request a review
Write to us with the receipt reference and we will check delivery with the operator.