Payments information
Refund Requests
Payments information related to how to request a refund from us, how it works, and the request approval criteria.
To submit a refund request to us, send an email to [email protected] alongside the amount and your client reference. We’ll then review your request within 14 working days, or 14 working days from the next working day that we have all necessary information, and inform you of our decision.
Frequently Asked Questions
How do I request a refund?
To request a refund, you need to submit a written request via email to [email protected], including your case details and reason for the request. Our team will review it in line with our terms & conditions.
What information should I include in my refund request?
Your refund request should include your name, contact information, service number, and a detailed explanation of why you believe you are eligible for a refund.
Are all refund requests approved?
Refund requests are assessed based on the eligibility criteria outlined in our terms & conditions. Refunds are only issued if all requirements are met.
What if my refund request is denied?
If your request is denied, you will receive a detailed explanation. If you believe there are extenuating circumstances, you may contact us to discuss further.
How will I be refunded if my request is approved?
Due to AML regulations, refunds are processed using the original payment method, unless otherwise agreed upon.
Can I request a refund if I didn’t follow the agreed terms?
Refund eligibility is contingent upon compliance with our terms & conditions. Failure to follow the agreed terms may result in your refund request being denied.
To add, if you don’t follow our Terms & Conditions, we may:
- Suspend your service;
- Investigate any such breaches to the Terms & Conditions; and
- Terminate your service without a refund.
For more information, visit Risk Management.
