Refund Policy
This policy explains when money comes back. It applies alongside the Terms of Service. Where a vendor publishes its own refund terms for its customers, those apply in addition; they cannot offer you less than this policy does.
The principle
A refund is issued when a product was not delivered. It is not issued because a product was delivered to the wrong number that you typed, and it is not issued on a guess while the outcome is still unknown.
Refunded automatically
- The provider confirmed it did not deliver. The held amount returns to your wallet immediately, usually within seconds.
- No route was available. If we could not reach any provider for that product, nothing was sent and the hold is released at once.
- Every route confirmed failure. Same outcome: nothing was delivered, so nothing is charged.
Refunds go to your wallet balance, not to your bank. That is deliberate: it is instant, and it is the balance you bought from.
Held while unresolved
If a network accepts a request and then goes quiet, nobody can yet say whether you were served. We hold the funds — not refunded, not spent — and keep trying to establish the outcome.
- Where the provider publishes a way to ask, we ask repeatedly, with backoff.
- Where it does not, the order is escalated for manual reconciliation against the provider's own records, normally within one business day.
- If reconciliation shows nothing was delivered, you are refunded in full.
- If it shows delivery, the order stands and you can see the provider's reference on the receipt.
We know waiting is frustrating. Refunding an order that was in fact delivered means giving the value away twice, and a platform that does that stops being able to pay anyone.
Not refunded
- A correct delivery to a number you entered incorrectly. Once airtime or data reaches a line, it belongs to that line. Check the number before confirming.
- Electricity tokens and exam PINs already issued. These are one-time credentials; once generated they cannot be recalled. This is why we verify the meter and show the account holder's name first.
- A cable subscription already activated on the smartcard you gave us.
- Buyer's remorse. A delivered product is delivered.
Wallet funding
- A bank transfer credited in error, or for the wrong amount, is corrected by your vendor against their statement.
- An unspent wallet balance can be withdrawn to a bank account in your own name, subject to any verification required. We do not pay out to third-party accounts.
- A card payment reversed or charged back by the issuing bank is deducted from the wallet balance it funded.
How long it takes
| Situation | Back in your wallet |
|---|---|
| Provider confirmed failure | Seconds |
| No route available | Seconds |
| Unresolved, then confirmed not delivered | Usually within 1 business day |
| Withdrawal from wallet to bank | Normally same business day |
Raising a dispute
Contact your vendor first — they hold your account. If you cannot reach them, or the dispute is about the platform itself, write to pundittechnology@gmail.com.
Have ready:
- the order reference from your receipt (it starts
VTU-); - the recipient number, meter or smartcard;
- the date, time and amount.
We acknowledge within one business day and aim to resolve within five. Disputes that depend on a network operator's own investigation can take longer, and we will tell you when that is the case.