Refund Policy

When you approve a payment or transfer, the amount and any fee are set aside from your Opreet balance and the instruction is sent to the provider. The transaction is then shown with one of three statuses:

If a transaction fails, including because of a provider outage, the full amount and any fee that were set aside for it are returned to your Opreet balance automatically, and you receive a notification. You do not need to ask. The refund is to your Opreet balance.

Most transactions complete within moments, but a provider can be slow. While a transaction is pending, the amount stays set aside, so please do not repeat it. If it stays pending for longer than expected, contact us with the transaction reference (see below). Dispute handling timeline: [transaction dispute timeline: to be confirmed].

If you tap the button twice, or your connection drops and the web app retries, Opreet recognises it as the same request and does not charge you twice. If you deliberately make the same payment twice, both are separate transactions. If you believe you were charged twice for one request, contact us.

A successful transaction is not automatically refundable, because the provider has already delivered the airtime, data, electricity unit, TV payment or transfer. This is most important if:

• you entered the wrong phone number, meter number, smartcard number or account, or sent to the wrong recipient;
• you changed your mind after the payment succeeded.

In those cases we cannot promise to recover the funds. If you contact us promptly we will, where we can, ask the provider or the receiving bank to help, but the outcome is in their hands.

If you think a transaction was not authorised, or a provider did not deliver what you paid for, report it as soon as possible. We will investigate with the provider, and review the case on its facts, including whether your PIN was used. Where a refund is due, we will return it to your Opreet balance.

Contact us via our complaints process and include:

• the transaction reference and date (shown in your transaction history);
• the amount, and what you were paying for or who you sent it to;
• what went wrong, and any screenshots or messages you have.

Support: [support email address: to be confirmed].