Refund & Cancellation Policy

1. Scope

This policy explains how Abliner handles refunds, reversals, cancellations and disputes for deposits, transfers, withdrawals, bill payments, control-number (invoice) payments, airtime, Bulk SMS credits and Abliner Store orders. It forms part of our Terms and Conditions.

2. Failed transactions

If a transaction fails or is declined by the payment provider or mobile network, the full amount is returned to your Abliner wallet automatically. This normally happens within minutes and no later than 7 business days. No refund request is needed.

3. Pending transactions

A transaction shown as pending has not been confirmed by the provider yet. Please do not retry the payment. Our system reconciles pending transactions automatically; if the provider ultimately rejects it, the funds are returned to your wallet.

4. Completed transactions

Completed payments are delivered instantly to the recipient wallet, bank, biller or merchant and cannot be reversed by Abliner unilaterally. Where a completed payment was caused by a technical fault on our side, we will refund the full amount including fees.

5. Payments sent to the wrong recipient

You are responsible for confirming the recipient name shown before entering your PIN. Payments sent to a number or account you entered incorrectly are final. On request we will contact the receiving party or their network on your behalf, but recovery depends entirely on that party's cooperation and cannot be guaranteed.

6. Fees

Transaction and service fees already charged by Abliner or by a payment provider are non-refundable, except where the transaction failed because of an error attributable to Abliner.

7. Bulk SMS and prepaid services

SMS credits are non-refundable once messages have been submitted to the operator. Unused credits remain in your account and do not expire. Credits consumed by messages that the operator confirms were never delivered due to a platform fault will be restored to your balance.

8. Abliner Store (marketplace) orders

Refunds for goods or services bought from a seller on Abliner Store are the responsibility of that seller, according to the terms they publish on their shop page. Abliner may mediate disputes and, where fraud or non-delivery is established, withhold or reverse settlement to the seller and refund the buyer.

9. How to request a refund

Submit your request within 30 days of the transaction date through in-app support or by email to support@abliner.net. Include:

• Your Abliner account number or registered phone number
• The transaction reference and date
• The amount and the recipient details
• A short description of the problem and any supporting evidence

10. Processing times

We acknowledge refund requests within 2 business days and aim to resolve them within 14 business days. Cases that depend on a third-party provider or mobile network may take longer; we will keep you updated. Approved refunds are credited to your Abliner wallet or, where applicable, to the original payment method.

11. Chargebacks

If you raise a card chargeback without first contacting us, your account may be suspended while the case is investigated. We ask that you contact support first so we can resolve the issue faster.

12. Contact