Refund Policy

MSAL Data Hub uses a prepaid wallet model. This Refund Policy explains when wallet balances may be reversed or credited back after a service purchase or funding event. This policy should be read together with our Terms of Service.

1. General principles

• Refunds, where applicable, are typically returned to your MSAL Data Hub wallet — not directly to your bank card or account unless separately agreed in writing.
• All refund actions are tied to transaction references and recorded in your wallet and transaction history.
• We review provider responses, internal logs, and payment status before confirming refund outcomes.

2. Service transaction refunds (data, airtime, bills)

Automatic wallet refunds

If your wallet is debited and the service transaction is confirmed as failed by our systems or provider response, an automatic refund may be credited to your wallet. Duplicate refund attempts are prevented to avoid double crediting.

Pending transactions

Some transactions may remain pending while a provider confirms status. Pending transactions are not automatically refunded until failure is confirmed. Extended delays may occur due to third-party provider or network issues.

Successful deliveries

If a service is successfully delivered to the recipient details you submitted, the transaction is generally not refundable. This includes successful data/airtime delivery and confirmed bill payments (including electricity tokens where applicable).

User input errors

Refunds are unlikely where failure or loss results from incorrect phone numbers, meter numbers, smartcard/IUC numbers, plan selection, or amounts entered by you. Always verify details before confirming payment.

3. Wallet funding refunds

Online payments

• Online wallet funding is credited after successful payment verification.
• Abandoned or failed gateway payments should not credit your wallet.
• If payment was verified but wallet credit did not appear, contact support with your payment reference for investigation.
• Chargebacks or disputed card payments may result in wallet restrictions pending review.

Manual deposits

• Manual deposit requests that are rejected will not credit your wallet.
• If you transferred funds to our company account but your request was rejected, contact support with proof for review.
• Approved manual deposits are credited once; duplicate approvals are blocked.

4. Admin-reviewed refunds

Some cases require manual review by our operations team, including disputed failures, partial provider responses, or exceptional errors. Admin refunds, when approved, are credited through the wallet system with an audit record.

5. Non-refundable situations

• Successful services delivered to the details you provided.
• Fraudulent claims, duplicate complaints, or bad-faith chargeback attempts.
• Losses caused by sharing your account credentials with third parties.
• Promotional credits or referral rewards reversed due to program abuse.

6. How to request a refund review

1. Locate your transaction reference in your history or receipt.
2. Contact support via our contact page with the reference, amount, date, and description.
3. Allow reasonable time for provider status checks — some reviews depend on third-party confirmation.

See also our Dispute Resolution process.

7. Timeframes

Automatic refunds for confirmed failures may appear shortly after status update. Manual reviews may take longer depending on provider response times, weekends, and investigation complexity. We aim to respond to valid complaints promptly but do not guarantee fixed resolution times for third-party-dependent cases.

8. Policy updates

We may update this Refund Policy to reflect operational or legal changes. The latest version is published on this page.