Vastel Refund Policy

October 2024

At Vastel, we strive to ensure that all transactions made on our Platform are processed seamlessly. However, we understand that there may be circumstances where a refund is necessary. This Refund Policy outlines the conditions under which users can request refunds and how they will be handled.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Failed Transactions: If a transaction (e.g., airtime purchase, bill payment) is not successfully completed and the amount is deducted from your wallet, you may be eligible for a refund.
• Incomplete Transactions: If a service is partially fulfilled (e.g., a partial airtime recharge like processing or hanging transactions), we will process a refund for the unfulfilled amount.
• System Errors: Refunds may be processed if there are system errors that prevent successful completion of transactions.

2. Non-Eligible Transactions

Refunds are not available for:

• User Errors: Mistakes made by the user (e.g., incorrect phone number or biller account information) are not eligible for refunds. Please double-check your inputs before confirming transactions.
• Wallet Withdrawals: Customers cannot withdraw funds from their Vastel wallet to a bank account, as Vastel is not licensed for direct cash-out services at this time.

3. Refund Request Process

To request a refund:

• Contact our customer support team at [email protected] or via the Live chat button on the app or website with the transaction details (e.g., username, transaction ID, date, and amount).
• Our support team will review your request and provide a response within 48 hours.
• If the refund request is approved, the refund will be processed within 72 hours and credited back to your Vastel wallet.

4. Refund Method

All approved refunds will be credited back to your Vastel wallet for future use. Refunds cannot be transferred back to your bank account or any third-party platform.

5. Dispute Resolution for Refunds

If you are dissatisfied with the outcome of your refund request, you may escalate the matter to our support management team.

6. Privacy References

Any personal information collected as part of the refund process will be handled in accordance with our Privacy Policy. For more information on how we protect your data, please review the Privacy Policy.

7. Changes to the Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be communicated via the Platform or through your registered email.

8. Contact Information

For any questions or concerns regarding refunds, please contact us at:

• Email: [email protected]