Refunds and disputes

If a payment fails but your wallet or bank was charged, or if the same payment is taken twice, the money is reversed automatically. Most reversals land within minutes; bank-side reversals can take up to 24 hours depending on your bank. You never need to ask — we watch every transaction for this.

Money sent to the wrong biller or account is a validated transfer: we can try to recall it, but we cannot guarantee recovery. Always confirm the details on the confirmation screen. This is exactly why every transfer shows the recipient before you enter your PIN.

If an item never arrives, is not as described, or is fake, report it from the order page. Our market team reviews reports and can refund you from the seller's held payment. Report within 48 hours of delivery for “not as described”; there is no time limit for items that never arrive.

Automatic reversals: minutes to 24 hours. Marketplace reports: we acknowledge immediately and aim to decide within 5 working days, sooner for clear cases. Complex disputes: up to 14 working days, and we keep you informed in the app.

Reply to the decision message in the app to have a different member of staff review the case. You can also raise the dispute with your bank or card issuer at any time.