Refund Policy

This Refund Policy explains when PayWatan refunds a mobile top-up, how to ask for a refund, and how long it takes. It applies to every transaction made through our website and mobile applications.

This Policy forms part of our Terms of Service. Words in capitals have the meaning given in the Terms.

PayWatan top-ups are digital goods that the Operator delivers to the Recipient’s mobile number instantly and that the Recipient typically uses straight away. Because of that, once a top-up has been delivered to the number you specified, it is generally not refundable.

We refund only in the specific situations listed in the next section, and only when the refund request is made within the windows below.

We will refund or credit your transaction in full when one of these applies:

• Payment charged but top-up not delivered. We received your payment but the top-up was not credited to the Recipient’s mobile number.
• Wrong amount charged because of our error. You were charged more than the amount confirmed at checkout, for reasons attributable to our systems or processes.
• Wrong package delivered because of our error. A different package, value, or Operator was delivered than the one you ordered, where the cause is on our side.
• Duplicate transaction. A technical issue caused the same top-up to be processed and delivered more than once for a single order.
• Cancellation before delivery. You cancel an order in the very short window before the Operator confirms delivery and the top-up has not yet been credited.
• Fraudulent transaction confirmed by the cardholder. A transaction was placed without the legitimate authority of the payment-instrument holder and is confirmed by the issuer after our investigation.

We cannot refund a transaction when:

• the top-up was correctly delivered to the number you entered, even if the number turns out to belong to the wrong person;
• you selected the wrong Operator or the wrong package and the order was processed as you confirmed it;
• the Recipient has already used part or all of the credit;
• the failure was caused by force majeure or Operator outages outside our reasonable control, where the credit was eventually delivered;
• you change your mind after the top-up has been delivered;
• the request is made outside the relevant time window in Section 6; or
• we reasonably suspect the request is part of an abuse or fraud pattern.

Email hello@paywatan.com from the address linked to your PayWatan account and include:

• the order or transaction reference;
• the date of the transaction;
• the Recipient mobile number and Operator;
• the reason you are requesting a refund, with as much detail as you can give us; and
• any supporting evidence (screenshots, bank statements).

The clearer the information you give us up front, the faster we can resolve the request.

We need to receive your refund request within 30 days of the original transaction date. Requests received after that window are out of scope of this Policy. We may still consider them, but we are not obliged to refund.

Statutory rights you may have under your local law are not affected by these time windows (see Section 13).

When we receive a request, we acknowledge it and start an investigation. We may contact the Operator to confirm delivery status, check our internal logs, and ask you for additional information.

We aim to make a decision within 5 business days of receiving the information we need. Complex cases (especially those involving the Operator or a payment-processor dispute) can take longer; we will keep you updated.

Approved refunds are credited back to the original payment method you used to pay. We cannot pay refunds to a different card, account, or person.

If the original payment method is no longer available (for example, the card has been cancelled or has expired), tell us when you raise the request and we will agree an alternative consistent with applicable rules and our risk policy.

Once a refund is approved, we initiate it the same business day or the next business day. After that, the time it takes to appear in your account depends on your payment provider:

• Cards — typically 3 to 10 business days, sometimes longer for international cards.
• Wallets and bank transfers — usually 1 to 5 business days.

If you do not see the refund after the upper end of these ranges, contact your bank or wallet provider first; if they confirm nothing has arrived, come back to us with their reference and we will help you trace it.

When we refund a transaction, we refund the full amount we charged you, including any PayWatan service fee and applicable taxes.

For payments made in a currency different from your card’s billing currency, the exchange rate applied at refund is set by your bank or card scheme, not by PayWatan. As a result, the amount credited back can differ slightly from the amount charged. Any such difference is between you and your provider.

You are responsible for entering the correct Recipient mobile number and selecting the correct Operator and package. Always double-check the number on the confirmation screen before you pay.

If you spot the mistake before the Operator credits the top-up, contact us immediately at hello@paywatan.com — if the credit has not yet landed, we will try to stop or reverse the order. After delivery, the credit is in the Recipient’s account and cannot be recalled.

If you accidentally place the same order twice (for example, because the first attempt appeared to fail), email us within 24 hours with both transaction references. If the duplicate was caused by a technical issue on our side and the Recipient was credited twice for one intended order, we will refund the duplicate.

If you think a transaction is wrong, please contact us first before raising a chargeback with your card issuer. We can almost always resolve the issue faster and without disrupting your account.

Chargebacks raised in bad faith, or for transactions that were correctly delivered to the number you supplied, can result in the suspension or closure of your PayWatan account, and the recovery of associated processing fees.

Nothing in this Policy limits any consumer-protection rights you have under the law of your country of residence that cannot be waived by contract. Where those rights are more favourable than this Policy, they apply.

We may update this Refund Policy from time to time. When we do, we will revise the “Last updated” date at the top of the page. Material changes will apply only to transactions made after the change takes effect.

Questions about a refund or this Policy? Email hello@paywatan.com from the address linked to your account. The more detail you share with the first message, the faster we can help.