Table of Contents
1. Overview
At Betavend, we strive to deliver every service instantly and accurately. Due to the nature of digital services (airtime, data, electricity tokens, and cable TV subscriptions), all completed transactions are generally non-refundable once delivered. However, we have a clear and fair refund process for transactions that genuinely fail. This policy explains exactly when refunds apply and how to request them.
2. Automatic Reversals (Failed Transactions)
Betavend automatically reverses wallet deductions for failed transactions. This is our highest priority and happens automatically: (a) If a transaction fails after your wallet is debited, your wallet is automatically credited within 10 minutes; (b) If the reversal does not appear within 30 minutes, our system will force a reversal; (c) You will receive an in-app notification and email confirming the reversal. The reversed amount will be available in your Betavend wallet immediately upon reversal. We do not reverse to bank accounts — reversals go back to your Betavend wallet.
3. When Refunds Are Granted
You are entitled to a reversal or refund in the following situations: (a) Your wallet was debited but no service was delivered and the transaction shows "Failed" status; (b) The service provider confirms non-delivery on their end; (c) A technical error on Betavend's side caused duplicate billing for a single order; (d) You were charged an amount different from what was displayed at the time of purchase due to a pricing error. All eligible refunds are processed to your Betavend wallet within 30 minutes to 24 hours depending on the case.
4. When Refunds Are NOT Granted
Refunds will NOT be issued in the following situations: (a) You entered an incorrect phone number, meter number, or smartcard number — the service was delivered to the number you provided; (b) You purchased the wrong data plan or airtime amount and changed your mind; (c) The network provider confirms delivery but you claim non-receipt — in this case, contact the network directly; (d) Electricity token was generated and displayed but you claim you did not receive it (tokens are shown on screen and sent via SMS); (e) Cable TV subscription was renewed but the TV is not activating — this is a provider-side issue, contact DSTV/GOtv/StarTimes directly; (f) You forgot your transaction PIN and used someone else's credentials; (g) Transaction was successful and confirmed by both Betavend and the service provider.
5. How to Raise a Dispute
If you believe you are entitled to a refund and the automatic reversal has not occurred: Step 1 — Check your transaction status in the History tab. If it shows "Processing" for more than 10 minutes, proceed to Step 2. Step 2 — Go to the transaction in your History and tap "Report Issue". Step 3 — Provide the transaction reference number and describe the issue. Step 4 — Our team will investigate and respond within 24 hours. Step 5 — If your dispute is upheld, the amount is credited to your wallet within the SLA period. For urgent issues, contact [email protected] with your transaction reference number.
6. Resolution Timelines (SLA)
We are committed to the following resolution times: (a) Automatic reversal (system-detected failure): Within 30 minutes; (b) User-reported failed transaction: Within 24 hours; (c) Provider dispute (we need to verify with provider): Within 72 hours; (d) Complex cases requiring investigation: Within 7 business days. We will keep you updated by email and in-app notification at every stage of the resolution process.
7. Wallet Balance Refunds
Betavend wallet balances are non-withdrawable in normal circumstances. The wallet is designed for purchasing services on the platform only. In exceptional cases (such as account closure or regulatory requirement), funded wallet balances may be refunded to the original funding source after: (a) Identity verification; (b) Confirmation that the balance was not obtained through promotional credits or referral coins; (c) Processing time of 7–14 business days. Referral coins and promotional credits are non-refundable under any circumstance.
8. Agent Refund Policy
Agents (resellers) on the Betavend platform are subject to the same refund policy as regular users. Agents are responsible for verifying customer details before processing any transaction on a customer's behalf. Betavend is not liable for transactions processed by agents using incorrect beneficiary information provided by their customers. Agents may not use the refund system to reverse successful transactions that their customers are dissatisfied with for reasons outside Betavend's control.
9. Contact for Refund Disputes
For all refund-related enquiries: Email: [email protected] | Subject line: "Refund Request — [Transaction Reference]". Please include: (1) Your registered email address or phone number; (2) The transaction reference number; (3) Date and time of transaction; (4) Amount debited; (5) Description of the issue. We respond to all refund enquiries within 24 hours on business days (Monday–Friday, 8am–6pm WAT).