Refund & Cancellation Policy

1. Terminal Vend Failures (Instant Automated Refund)

When a transaction is conclusively rejected by the network provider (for reasons including network downtime, plan unavailable, SIM blocked, or carrier timeout), our transaction saga immediately executes a reverse credit entry (`LedgerType.REFUND`) to your customer wallet. You may immediately re-attempt the purchase or retain the balance for future use.

2. Ambiguous or "Processing" States (The Requery Window)

In rare instances where a telecom carrier experiences severe server lag, a transaction may briefly reflect PROCESSING. During this window:

• Our background reconciliation engine automatically queries the network gateway every 30 seconds for up to 15 minutes.
• If the carrier confirms delivery, the order transitions to SUCCESSFUL and a verifiable receipt is issued.
• If the carrier confirms failure or times out, the order transitions to REFUNDED and your wallet is automatically credited.
• We never double-debit or leave orders unresolved.

3. Incorrect Phone Numbers (Non-Refundable)

Because telecoms delivery is real-time, we cannot cancel or refund orders where an incorrect phone number was supplied by the customer and successfully accepted by the telecommunications network. Always double-check your recipient digits before submitting the checkout prompt.

4. Wallet Withdrawal Policy

Deposits into your wallet are dedicated for VTU purchases and reseller distribution. If an accidental double-deposit occurs, you may request a manual withdrawal back to the originating bank account via Maker-Checker authorization by contacting our operations desk.

5. Support & Dispute Resolution

If your line has not received data within 5 minutes and your status does not reflect a refund, please contact our 24/7 WhatsApp customer desk with your Order Reference. All disputes are resolved within 2 hours.