This policy explains when money comes back to your UnityBills wallet and how to ask us to look into a payment.
1. Failed purchases
If an airtime, data, electricity, cable TV or exam PIN purchase fails, or the provider does not confirm it, the amount is returned to your wallet automatically. You will see the refund in your transaction history.
2. Bank transfers
- If a transfer is refused, the amount and the transfer fee are returned to your wallet immediately.
- If a transfer is still processing, the money stays reserved until the bank confirms the outcome. If the bank later returns or fails the transfer, the amount and fee are refunded to your wallet automatically.
3. Delivered services
Airtime, data, electricity tokens, cable TV subscriptions and exam PINs cannot be reversed once delivered. Purchases sent to a wrong phone, meter, smartcard or account number that you entered cannot be refunded by us, although we will help you ask the provider where possible.
4. Data and recharge PINs
PINs are paid for when generated. Unused PINs are not refundable for cash. If a customer's redemption fails, the PIN stays valid and can be used again.
5. Wallet deposits
Deposits are credited once our banking partner confirms them. Funding fees shown in your dashboard are not refundable. If money was sent to your account number by mistake, contact us and we will work with the sending bank.
6. Raising a dispute
Contact us within 30 days through a support ticket or our contact form with the transaction reference, date, amount and recipient. We aim to respond within two business days and to resolve most cases within seven. Refunds we approve are credited to your wallet.