Refund Policy

Quick Navigation

• 1. Overview
• 2. Wallet Top-Ups
• 3. Service-Specific Refund Rules
• 4. Non-Refundable Situations
• 5. Chargebacks and Payment Disputes
• 6. Requesting a Refund
• 7. Processing Time
• 8. Changes to This Policy
• 9. Contact Us

1. Overview

This Refund Policy explains when and how Cardzyra issues refunds for wallet top-ups and the services available on the platform. It forms part of, and should be read together with, our Terms of Service. By using the Service, you agree to the terms below.

2. Wallet Top-Ups

Funds added to your wallet are intended for immediate use within the Service. Because access to your balance is granted instantly upon a successful deposit, wallet top-ups are generally non-refundable to your original payment method. Your wallet balance does not expire and remains available for use on the platform. Where you were charged for a deposit that never reflected in your wallet due to a technical or payment-provider error, contact us and we will investigate and correct the balance once the error is confirmed.

3. Service-Specific Refund Rules

3.1 Bill Payments (VTU)

• If a bill payment (airtime, data, cable TV, electricity, or exam pin) fails to deliver and the provider confirms the failure, the amount charged is automatically returned to your wallet balance. You are only charged for successful transactions.
• Payments delivered to an incorrect phone number, meter number, or smart card number due to information you entered are not refundable.

3.2 Virtual Numbers

• If a virtual number does not receive an SMS or OTP within the active window, the charge is automatically returned to your wallet balance.
• Once a number has successfully received an SMS or OTP, the transaction is complete and non-refundable, even if the destination platform subsequently rejects or flags the verification.

3.6 Referral Commissions

If a referred user's deposit is reversed, refunded, or found to be fraudulent, any referral commission generated from that deposit will be deducted from the referring user's balance or future commissions.

4. Non-Refundable Situations

In addition to the service-specific rules above, the following are generally not eligible for a refund:

• Charges resulting from incorrect information, selections, or destinations entered by you
• Transactions completed successfully and confirmed by the relevant third-party provider
• Requests made after the reporting window stated for the relevant service
• Any transaction connected to a violation of our Terms of Service, fraud, or abuse

5. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank or card provider instead of contacting us first, we reserve the right to suspend your account and any pending orders while the dispute is investigated. Filing a chargeback for a deposit that was correctly applied to your wallet and used for services may be treated as a violation of our Terms of Service and can result in permanent suspension of your account.

6. Requesting a Refund

If you believe you were charged in error, contact us within 7 days of the transaction with your order details, including the transaction reference, date, and amount. We will review your request against the rules in this Policy and respond within a reasonable time.

Email: admin@cardzyra.com
WhatsApp: +234 706 376 0583

7. Processing Time

Approved refunds are credited back to your wallet balance, typically within 24 to 72 hours of approval. Where a refund to an external payment method is expressly approved on an exceptional basis, processing time will depend on your bank or payment provider and is outside our control.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect once posted on this page with an updated "Last updated" date.

9. Contact Us

For any question about this Refund Policy, please reach us using the details in Section 6 above.