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Refund Policy

When you are entitled to a refund, how long it takes, and how to escalate.

Last updated August 1, 2026

Every confirmed failed transaction is reversed to your wallet — exactly once.

1. When you're eligible for a refund

  • Wallet was debited but the airtime, data, cable TV or electricity purchase was not delivered.
  • A bank transfer was confirmed failed or reversed by our payment partner after your wallet was debited.
  • A wallet top-up was charged twice for the same reference.
  • Any duplicate debit caused by a system error.

2. When refunds do not apply

  • Payment sent to the wrong number or account after you confirmed the details.
  • Airtime, data or subscription successfully delivered — these are non-reversible per provider policy.
  • Requests submitted more than 30 days after the transaction date.

3. How refunds and reversals are processed

Failed bill payments are refunded to your Bellspay wallet automatically once the provider confirms the failure — usually within minutes.

  • Successful transfers generally cannot be cancelled or recalled once the beneficiary bank has been credited. We can raise a recall request with the receiving bank, but the outcome is not guaranteed.
  • Failed transfers are reversed to your wallet exactly once, automatically, as soon as our payment partner confirms the failure.
  • Pending transfers may remain pending while the banking network processes them. We update the transaction as soon as the provider confirms the final outcome — we do not guarantee a fixed settlement window, because settlement is controlled by the banking network.
  • Wallet top-up duplicates are refunded to your original payment source according to your card issuer or bank's process.

Every reversal is recorded as its own wallet ledger entry, so you can always see the credit that matches the failed debit.

4. Requesting a refund

  1. Open the transaction on the Transactions screen and copy the reference number.
  2. Go to the Support screen and open a ticket under "Payment / funding".
  3. Attach the reference and a brief description. Our team responds within a few hours.

5. Chargebacks

Please contact us before initiating a card chargeback. Most issues are resolved faster through support, and unresolved chargebacks may temporarily suspend your account for review.

6. Contact

Refund questions? Email bellspaytechnologies@gmail.com or WhatsApp 09020270783.