Refund & Reversal Policy

Comprehensive guidelines on automated transaction reversals, failed bill payments, and trading finality.

Last updated: August 6, 2026

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1. Overview & Policy Scope

Paylenta Technology LTD ("Paylenta") provides instant financial services including bank transfers, bill payments, cryptocurrency trading, gift card exchanges, virtual card issuance, and international OTC settlements. This policy outlines the conditions under which transaction refunds, automatic reversals, and dispute settlements are processed.

2. Automated Bank Transfer Reversals

2.1 Outward Transfers

When an external bank transfer debits your Wallet but fails at the destination bank or NIBSS network level (due to invalid account numbers, bank downtime, or network timeout), Paylenta's automated system executes a full reversal of principal and transfer fees back to your Wallet within 1 to 15 minutes.

2.2 Pending Interbank Transactions

If an external bank transaction remains in a 'pending' state due to interbank network delays, funds will be locked temporarily until NIBSS confirmation is received. Once rejected, funds auto-revert to your Wallet instantly.

3. Airtime, Mobile Data, and Utility Bill Refunds

3.1 Airtime & Data Purchases: Purchases delivered to valid phone numbers are final. If a network operator failure prevents token/value delivery, the debited amount (plus any convenience fee) is automatically reversed to your Paylenta Wallet. 3.2 Electricity & Cable TV: If an electricity meter token generation fails, or a cable TV subscription is rejected by the provider (e.g. DSTV/GOTV), an automatic full refund is credited to your Wallet.

4. Crypto Trading & Gift Card Finality

4.1 Cryptocurrency Orders

All crypto market orders are executed instantly. Due to market volatility and blockchain irreversibility, completed crypto purchases or sales cannot be refunded or cancelled.

4.2 Gift Card Trading

Digital gift card codes purchased and revealed to you are non-refundable. Submitted gift cards flagged as invalid, already redeemed, or altered will be rejected without payout.

Irreversible Trades

Cryptocurrency market buys/sells and gift card sales confirmed by PIN entry are irreversible once executed on-chain or redeemed.

5. Virtual Card Refunds & Chargebacks

5.1 Defunding Cards: You may defund your Paylenta Virtual Card at any time to return unused card funds directly to your main Wallet. 5.2 Merchant Refunds: Refunds initiated by international merchants to your Virtual Card are credited to your card balance upon merchant settlement (typically 3 to 7 business days). 5.3 Chargeback Disputes: Unauthorized card transactions must be reported within 14 days to initiate a chargeback investigation with our card issuer network.

6. Filing a Refund Claim

If you experience a transaction error not resolved by our automated reversal system, submit a ticket inside the App via 'Report Issue' on the transaction details screen or email support@paylenta.com with your Transaction Reference ID.