We will refund a transaction when the error is ours — specifically: a company processing mistake, the wrong wallet or network selected by our team, a duplicate processing of the same payment, or any other internal company error that caused you to lose funds.

We cannot refund a transaction where the mistake was made on your end — for example: entering the wrong wallet address, selecting the wrong blockchain network, sending funds to the wrong mobile money number, or otherwise providing incorrect payment details. Crypto and mobile money transfers sent to an incorrect destination generally cannot be recovered once broadcast or settled.

If you believe a transaction settled incorrectly, contact support with your transaction reference as soon as possible. Every refund request is reviewed individually by our team against the criteria above before a decision is made.