Refund Policy | Digivero

1. Overview

Digivero Technologies Limited ("Digivero", "we", "us" or "our") aims to provide reliable digital payment and value-added services to customers.

This Refund Policy explains how Digivero handles failed transactions, reversals, duplicate charges and other situations where a customer may be entitled to a refund or adjustment.

A transaction is not automatically refundable simply because a customer requests a refund. Refund eligibility depends on the transaction status, the relevant service provider and the circumstances of the transaction.

2. When a Refund May Be Available

A refund or reversal may be considered where:

A transaction failed but the customer's account was charged.
A transaction was technically reversed by the relevant provider.
The customer was charged more than once for the same transaction.
Digivero determines that an amount was incorrectly charged.
A payment was received but could not be applied to the intended transaction.
A refund is required by applicable law or the relevant service provider's rules.

3. VTU Transactions

Digivero may provide VTU services including airtime, data, electricity, cable subscriptions and other digital services.

Once a VTU transaction has been successfully delivered to the intended account, phone number, meter or subscriber account, the transaction may generally not be refundable.

Customers should carefully verify the information displayed before confirming a purchase.

4. Pending Transactions

A transaction may remain pending while Digivero waits for confirmation from a third-party service provider.

A pending transaction should not automatically be treated as failed.

Digivero may wait for the relevant provider to return a final status before issuing a reversal or refund.

Customers should avoid submitting the same transaction repeatedly while an earlier transaction is still pending, as this may result in duplicate successful transactions.

5. Failed Transactions

If a transaction is confirmed as failed and the customer's Digivero wallet was debited, Digivero may initiate a reversal or refund.

The refund amount will generally correspond to the amount actually charged for the failed transaction, subject to applicable fees and provider rules.

Where a failed transaction is automatically reversed by our systems or service provider, the amount may be returned to your Digivero wallet without requiring a separate refund request.

6. Successful Transactions

Successful digital service transactions are generally final.

This includes transactions where the requested service has already been delivered to the specified destination.

For example, if a customer enters the wrong phone number and the data or airtime is successfully delivered to that number, Digivero may be unable to reverse the transaction.

7. Incorrect Customer Details

Customers are responsible for verifying all information before confirming a transaction.

This includes:

Phone numbers.
Network providers.
Meter numbers.
Electricity providers.
Cable subscriber numbers.
Education or examination numbers.
Other beneficiary or account details.

Digivero is not responsible for losses resulting from incorrect information supplied by a customer where the transaction was successfully processed.

8. Duplicate Charges

If you believe that you have been charged more than once for the same transaction, you should report the issue to Digivero.

We may investigate the relevant transaction references and provider records.

Where a duplicate charge is confirmed, the additional amount may be reversed or refunded.

9. Wallet Funding

Amounts successfully credited to your Digivero wallet are generally intended for use within the Platform.

A wallet funding transaction may be reviewed where:

The payment was duplicated.
The payment was incorrectly processed.
The amount credited does not match the amount paid.
The payment is subject to a confirmed reversal.

Refunds involving wallet funding may be subject to verification and applicable payment-provider requirements.

10. Virtual Account Funding

Where Digivero provides a dedicated virtual account for wallet funding, transfers made to that account may require reconciliation before the customer's wallet is credited.

If a customer transfers money to the wrong account, provides incorrect transfer information or sends funds outside the supported funding process, recovery may depend on the banking or payment provider involved.

Digivero does not guarantee recovery of funds sent to an incorrect bank account or incorrect beneficiary.

11. Payment Provider Issues

Some payments may be processed through third-party banks, payment processors, card networks or other financial service providers.

Where a payment provider is responsible for a failed or reversed payment, Digivero may need to wait for confirmation from that provider before completing the refund process.

Processing times may therefore vary.

12. How Refunds Are Made

Depending on the transaction, Digivero may process an eligible refund through one of the following methods:

Credit to the customer's Digivero wallet.
Reversal of the original payment.
Return through the original payment method where supported.
Another approved refund method.

Digivero will select an appropriate refund method based on the nature of the transaction and applicable provider requirements.

13. Refund Processing Time

Refund processing times may vary depending on the transaction type and the provider involved.

Situation	Possible Action
Failed wallet transaction	Wallet reversal/refund after confirmation
Pending transaction	Investigation and provider confirmation
Duplicate charge	Additional charge may be reversed/refunded
Successful VTU delivery	Generally non-refundable
Incorrect customer details	Generally non-refundable after successful delivery

The above descriptions are general guidelines. Actual processing depends on transaction verification and the applicable provider.

14. How to Request a Refund

If you believe you are entitled to a refund, contact Digivero support as soon as possible.

Your request should include:

Your registered name.
Registered phone number or email.
Transaction reference.
Date and approximate time of the transaction.
Transaction amount.
Description of the issue.
Relevant payment evidence where applicable.

Providing accurate transaction details helps us investigate your request faster.

15. Transactions That May Not Be Refundable

A refund may not be available where:

The service was successfully delivered.
The customer supplied incorrect information.
The transaction was completed correctly according to the selected service.
The customer changed their mind after successful delivery.
The transaction does not qualify under the applicable provider's refund rules.
Fraud or abuse is suspected.

16. Fraudulent or Abusive Refund Requests

Digivero may investigate refund requests that appear suspicious, fraudulent or inconsistent with transaction records.

We may refuse a refund request and restrict an account where there is reasonable evidence of fraud or abuse, subject to applicable law.

Nothing in this section prevents Digivero from processing legitimate refunds or reversals required by law.

17. Changes to This Refund Policy

Digivero may update this Refund Policy from time to time to reflect changes in our services, payment providers, operational processes or legal requirements.

The latest version will always be published on this page.

18. Contact Us

For refund, reversal or transaction enquiries, please contact Digivero through our official support channels.

Digivero Technologies Limited

Platform: Digivero

Email: support@Digivero.com

When contacting support about a transaction, always include your transaction reference where available.