This Refund Policy explains when and how funds may be refunded to a PlutoPay user's wallet ("PlutoPay Balance") or originating payment source. It should be read alongside our Terms of Service. This policy applies to all transactions carried out on PlutoPay, whether initiated through the app, web dashboard, Telegram interface, or the PlutoPay AI Assistant.
1. General Principle
PlutoPay is a technology platform that facilitates transactions through licensed banking, payment, and Virtual Asset Service Provider (VASP) partners. Refunds are only made where a transaction fails, is duplicated due to a technical error, or is confirmed as unauthorized following investigation. PlutoPay does not offer refunds for transactions that completed successfully as instructed by the user, including cases of user error (e.g. wrong recipient, wrong amount, wrong phone number for airtime/data).
2. Airtime, Data & Bill Payments (VTU)
If an airtime, data bundle, electricity, TV subscription, or other bill payment transaction fails after your PlutoPay Balance has been debited, the amount debited (including any transaction fee charged) is automatically credited back to your PlutoPay Balance. This typically occurs within minutes and always within 24 hours.
If a payment is confirmed successful by the underlying biller/provider but not received by the intended service, users should contact PlutoPay support with the transaction reference for investigation before any refund is considered.
Refunds for VTU services are made only to PlutoPay Balance, not to external bank accounts or cards.
Transfers of PlutoPay Balance between users are processed instantly and are final once confirmed. PlutoPay cannot reverse a transfer sent to the correct, intended recipient.
Where a user reports a transfer made in error or a suspected unauthorized transaction, PlutoPay's compliance team may investigate and, where fraud or a system error is confirmed, initiate a manual reversal. This is handled case-by-case and is not guaranteed.
Users are strongly advised to verify recipient details before confirming any transfer.
4. Cryptocurrency Transactions
Cryptocurrency purchases, sales, and conversions are executed at live market rates through our licensed VASP partners and are irreversible once executed, consistent with the nature of blockchain transactions.
PlutoPay does not offer refunds for losses arising from market price fluctuations, or for crypto sent to an incorrect or unsupported wallet address.
If a crypto transaction fails due to a verified technical error on PlutoPay's platform before execution on the blockchain, any amount debited is refunded to the user's PlutoPay Balance or original wallet.
5. Fiat Deposits, Withdrawals & Currency Conversion
Deposits made through our licensed payment partners (Paystack, Flutterwave, Monnify) that fail to reflect in a user's PlutoPay Balance are automatically reconciled and credited once confirmed by the partner. Where automatic reconciliation does not occur within 24 hours, users should contact support with proof of payment.
Withdrawal requests that fail due to a technical error are reversed to the user's PlutoPay Balance. Withdrawals that fail due to incorrect bank account details supplied by the user are the user's responsibility to correct and resubmit.
Currency conversions are processed at the live rate shown at the point of confirmation and are not reversible once executed.
6. Duplicate & Failed Transactions
Where a technical fault causes a user to be charged more than once for the same transaction, or charged without the corresponding service being delivered, the duplicate or failed amount is refunded to the user's PlutoPay Balance upon verification. Users should report such incidents with the relevant transaction ID(s) as soon as possible.
7. How to Request a Refund
Users who believe they are entitled to a refund under this policy should contact PlutoPay support with their transaction ID, the date and amount of the transaction, and a description of the issue, via:
Refund requests are typically reviewed within 3-5 business days. Complex cases involving third-party partners may take longer, and PlutoPay will keep the user informed of progress.
8. Chargebacks
Users are encouraged to resolve disputes directly with PlutoPay support before initiating a chargeback with their card issuer or bank. Fraudulent or bad-faith chargebacks initiated for successfully delivered services may result in account restriction, in line with our Terms of Service.
9. Changes to This Policy
PlutoPay may update this Refund Policy from time to time. Material changes will be communicated via email or platform notification. Continued use of PlutoPay after such changes constitutes acceptance of the updated policy.
By clicking "Accept", you agree to our Terms of Service and this Refund Policy.