Refund Policy

SpendVirtual is a software and technology platform. Payment, remittance and money-transmission activities are performed by licensed third-party financial institutions, and card payments are processed by licensed payment providers. This policy explains when money paid through the SpendVirtual platform can be refunded, how refunds are processed, and how to contact us.

This policy describes the circumstances in which refunds are available. It does not promise a refund where a transaction was properly completed and delivered, or where the underlying payment provider determines that a transaction is not eligible for a refund.

• •Failed transactions: if a transaction fails and no value is delivered, the amount you paid is refunded.
• •Cancelled transactions: if a transaction is cancelled before it is processed and delivered, the amount you paid is refunded.
• •Duplicate charges: verified duplicate charges for the same transaction are refunded.
• •Airtime & data (VAS) purchases that fail: refunded to your SpendVirtual wallet.
• •Successful transactions: once money or value has been delivered to the recipient, a transaction is generally irreversible and is not refundable (see Section 6).

If a money transfer or other transaction fails — for example because the payout could not be completed by the licensed provider — and the recipient did not receive the funds, the amount you paid (including the associated fee for that transaction) will be returned to you. Refunds are normally returned by the same method used to pay: back to your SpendVirtual wallet, or to your original card or bank account where the payment method supports it.

You may cancel a transaction before it is processed and delivered. If a transaction is cancelled before the licensed provider has processed it, you will not be charged, or any amount already taken will be refunded in full. Once a transaction has been processed and delivered, it can no longer be cancelled (see Section 6).

If you are charged more than once for the same transaction, contact our support team with the transaction reference(s). Once we verify a duplicate charge with our payment providers, the duplicated amount will be refunded by the same method used to pay.

If you believe a completed transaction was made in error, or was not authorised by you, contact support immediately. We will assist you and, where applicable, work with the licensed provider involved. You may also have rights through your card issuer's chargeback process — nothing in this policy limits those rights.

Airtime and data purchases are delivered directly to the recipient's mobile phone. Purchases that fail are refunded to your SpendVirtual wallet, and the refunded balance can be re-used or withdrawn according to your account terms.

Airtime or data that has been successfully delivered to the recipient's phone cannot be recalled or refunded, because the value has been consumed on the recipient's line.

Card and bank payments are captured and settled by licensed payment providers. When a refund is approved, we initiate it promptly, and the payment provider returns the funds to your original payment method. The time it takes for a refund to appear depends on your payment provider, bank or card issuer — this step is outside SpendVirtual's control.

Once a refund is approved and initiated, we aim for the funds to reach you as follows:

• •To your SpendVirtual wallet: typically within 1–2 business days.
• •To a card or bank account: typically 5–10 business days, depending on your payment provider, bank or card issuer.

These timeframes are indicative. Where a payment provider's own processing takes longer, the refund will arrive as soon as the provider completes it.

If you wish to dispute a transaction, request a refund, or report an error, contact our support team with your transaction reference. We aim to respond to refund and dispute enquiries as soon as possible, typically within 2 business days.

Never share your password, OTP or PIN with anyone claiming to assist with a refund. SpendVirtual support will never ask for these.