Refunds and disputes

Failed transactions

A request that does not deliver is not charged. The hold on your wallet is released in full and automatically, usually within seconds of the final state being known, and always within the same day. You do not need to ask.

Transactions we cannot resolve

Occasionally a network cannot tell us whether a top-up landed. Reconciliation queries the channel until it can. While that runs, the hold stays on your wallet and the transaction stays out of your available balance, so you are never charged for an unknown outcome and never double charged when the answer arrives.

When a customer says it did not arrive

Open the transaction in the dashboard. It shows every channel tried, the operator reference for the one that delivered and the exact timing. That reference is what a network needs to trace a top-up on their side.

If the evidence says we delivered and the customer still disputes it, raise it from the transaction itself. We take it to the operator with you and keep you on the thread.

Wallet balance

Your settled balance is yours. You can withdraw it to a verified bank account at any time, including when you are closing the account. We do not hold a minimum and we do not expire a balance.

We may pause a withdrawal while we investigate activity that looks like fraud. If we do, we tell you the same day and we tell you what we need.

Our fee

The fee is part of the rate, not a separate charge, and it only applies to a transaction that delivered. If we billed you for one that did not, tell us and we will correct the ledger and say so in writing.