1. Failed bill payments
If a bill payment (airtime, data, electricity, TV, betting, exam pin) fails at the aggregator or provider, your wallet is automatically credited back within seconds. If a reversal is delayed, raise a dispute in-app or email support@billturex.com with the transaction reference — we complete manual reversals within 24 business hours.
2. Successful third-party deliveries
Once a third party (telco, disco, TV operator, betting platform) confirms successful delivery, the transaction is final and non-refundable from Billturex. Disputes with wrong recipients (e.g. wrong phone or meter number) must be raised with the third party directly; Billturex will provide the transaction reference and receipts to support your claim.
3. Deposits
Deposits credited to your wallet cannot be reversed to the funding source. If you funded by mistake, withdraw to a linked, verified bank account under your name.
4. Card chargebacks
Chargebacks initiated against a Billturex-facilitated payment will be investigated. Fraudulent chargebacks lead to account suspension and referral to the card network's fraud team.
5. Gift cards and crypto
Approved gift-card trades and confirmed crypto credits are final. Errors made by the user (wrong network, wrong address, invalid card) are not the responsibility of Billturex, though we assist where technically possible.
6. Timeframes
Refund and dispute claims must be raised within thirty (30) days of the transaction date. Later claims may be denied unless required by law.
This document is informational and does not constitute legal advice. In case of conflict, the version filed with regulators prevails.