Refund and Cancellation Policy

1. Our refund principles

• We show the applicable amount, fee, rate, and key service conditions before confirmation.
• A failed charge that reached Billy but did not produce a provider order is returned to the originating Billy wallet or payment route after confirmation.
• Pending or uncertain transactions are investigated and reconciled before a refund or completion is recorded.
• A completed digital product or successfully delivered service generally cannot be reversed merely because you changed your mind, subject to applicable consumer rights.
• Nothing in this Policy excludes a refund, remedy, or other right that Nigerian law requires.

2. What each status means

Failed

No successful provider delivery was confirmed. If funds were debited, Billy will return them after the failure is verified.

Pending

The final outcome is not yet known. Funds may remain reserved while Billy checks the provider, bank, blockchain, or network. A pending status is not a refusal of refund.

Successful or delivered

The provider has confirmed completion or delivery. We will still investigate an alleged defect, duplicate, wrong amount, or mismatch and provide the remedy required by the evidence and applicable law.

Refunded

Billy has recorded a return to your wallet or original route. External payment rails may take additional time to display the credit.

3. Service-specific points

• Bills: a successful airtime, data, television, or electricity delivery usually cannot be recalled. Incorrect customer details supplied by you may prevent recovery.
• Gift-card purchases and prepaid cards: delivered codes or card details cannot usually be returned after disclosure. A defective or mismatched delivery will be investigated.
• Gift-card sales: the order may be rejected if the card is invalid, redeemed, duplicated, altered, unsupported, or cannot be verified. A valid completed settlement is final subject to error correction.
• Crypto: blockchain transfers normally cannot be reversed. Unsupported or incorrect networks and addresses may cause permanent loss. A provider-side failed purchase or sale will be reconciled.
• Foreign numbers: cancellation depends on whether the number has been allocated or a message has been received. A platform refusing a valid number is not by itself proof that the number was defective.
• Social services: cancellation depends on whether fulfillment has started. Refill or correction applies only where the confirmed service description includes it.

4. Request a transaction review

Email us promptly with your account email, Billy transaction reference, date, amount, and a clear description. Provide only the evidence requested through an approved support channel.