Refund Policy

Last Updated: May 20, 2024

Introduction

At EasyRecharge, we strive to ensure complete customer satisfaction with our services. This Refund Policy outlines the conditions under which we issue refunds for transactions made through our platform. By using our services, you agree to the terms of this Refund Policy.

We understand that issues can occasionally arise, and we aim to handle refund requests fairly and efficiently. This policy applies to all recharge transactions and other services offered through the EasyRecharge platform.

Refund Eligibility

We consider refund requests under the following circumstances:

1. Failed Transactions

If money has been deducted from your account but the recharge or service was not successfully processed, you may be eligible for a refund. This includes:

  • Payment was processed, but the recharge was not applied to the intended mobile number
  • System errors that prevented the completion of your transaction
  • Double charging for the same transaction

2. Service Issues

Refunds may be considered if:

  • The service provided was materially different from what was advertised
  • There was a significant delay in processing your recharge that caused you substantial inconvenience
  • Technical issues on our platform prevented you from receiving the service you paid for

3. Incorrect Information

If you provided incorrect information (such as the wrong mobile number) during the transaction process, refund eligibility will be evaluated on a case-by-case basis. In general:

  • Refunds may be considered if the recharge has not been applied to any number
  • If the recharge has already been applied to the incorrect number you provided, we may not be able to process a refund

Non-Refundable Circumstances

Refunds are generally not provided in the following situations:

  • When the recharge has been successfully applied to the mobile number provided
  • For claims made outside the designated refund request timeframe (typically 7 days from transaction date)
  • When you've changed your mind about a successful transaction
  • When the issue is related to the mobile service provider's network or services after a successful recharge
  • When your account has been suspended due to violation of our Terms of Service

Refund Process

How to Request a Refund

To initiate a refund request, please follow these steps:

  1. Log in to your EasyRecharge account
  2. Navigate to "Transaction History"
  3. Locate the transaction in question and click on "Request Refund"
  4. Complete the refund request form, providing all requested information about the transaction
  5. Submit supporting documentation if required (e.g., payment receipt, screenshots of errors)

Alternatively, you can contact our customer support team:

Required Information

When submitting a refund request, please include the following information:

  • Transaction ID or reference number
  • Date and time of the transaction
  • Amount paid
  • Mobile number that was to be recharged
  • Detailed description of the issue
  • Any error messages or screenshots relevant to the problem

Refund Processing Time

We strive to process all refund requests as quickly as possible:

  • Review Period: All refund requests are typically reviewed within 48 hours of submission
  • Approved Refunds: Once approved, refunds are processed within 5-7 business days
  • Credit Card/Debit Card Refunds: May take an additional 5-10 business days to appear in your account, depending on your bank's policies
  • Payment Wallet Refunds: Usually processed within 3-5 business days
  • Bank Transfer Refunds: Typically take 7-10 business days to complete

You will receive email notifications at each stage of the refund process, including when your request is received, approved/denied, and when the refund has been processed.

Refund Methods

Refunds will generally be processed using the same payment method used for the original transaction:

  • Credit/Debit Card payments will be refunded to the same card
  • Digital wallet payments will be credited back to the same wallet account
  • Bank transfers will be returned to the originating account

In certain circumstances where the original payment method cannot be used for the refund, we may:

  • Offer store credit to your EasyRecharge account
  • Process the refund using an alternative method agreed upon with you
  • Issue a coupon code for future use

Special Circumstances

Partial Refunds

In some cases, we may issue partial refunds if:

  • Part of the service was delivered successfully
  • Administrative fees or processing charges apply
  • The transaction falls under special promotional terms that limit refund amounts

Service Disruptions

For widespread service disruptions or technical issues affecting multiple users:

  • We may proactively issue refunds without requiring individual requests
  • Compensation may be offered in the form of service credits or discounts on future transactions
  • You will be notified via email if your transaction was affected by a known service issue

Fraudulent Transactions

If we detect potentially fraudulent activity:

  • The transaction may be suspended pending investigation
  • Additional verification may be required before a refund is processed
  • In cases of confirmed fraud, we will cooperate with law enforcement and financial institutions

Exceptions and Limitations

While we strive to handle all refund requests fairly, please note the following limitations:

  • Refund requests must be submitted within 7 days of the transaction date
  • We reserve the right to verify all claims thoroughly before processing a refund
  • For recurring services or subscriptions, refund policies may differ and will be specified in the service terms
  • Promotional offers, discounts, or special deals may have specific refund restrictions that will be communicated at the time of purchase
  • In cases where the refund is due to a third-party error (such as mobile network issues), processing times may be longer as we coordinate with the relevant parties

Contact Information for Refund Inquiries

If you have questions about our refund policy or wish to check the status of a refund request, please contact us:

  • Email: refunds@easyrecharge.com
  • Phone: +447352296930 (Monday to Friday, 9:00 AM - 6:00 PM GMT)
  • Address: 90 Wright Brooks, New Jasonton, MK17 9QX, United Kingdom

Please include your transaction ID in all communications to help us assist you more efficiently.

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify registered users of material changes via email. Your continued use of our services following any changes indicates your acceptance of the revised Refund Policy.