Refund Policy

General Policy

Due to the instant nature of VTU transactions, most purchases such as data, airtime, electricity tokens, TV subscriptions, and exam pins are non-refundable once successfully delivered.

Eligible Refund Cases

• A transaction is debited from your wallet but not delivered to the recipient
• A duplicate charge occurs due to a system or network error
• A wallet funding transaction was debited but not credited to your account

How to Request a Refund

Contact our support team via email or WhatsApp with your transaction reference, date, and a description of the issue. Verified failed transactions are typically reversed to your wallet within 24-72 hours.

Non-Refundable Situations

Refunds will not be issued for successfully delivered services, incorrect details entered by the user (e.g. wrong phone number or meter number), or requests made outside a reasonable reporting window.