Refund Policy

1. General principle

Vastel processes financial transactions in near real time. As a general rule, transactions are final once confirmed. This policy describes the specific situations in which we issue refunds.

2. Mobile Money top-ups

• If a Mobile Money top-up is debited from your wallet but does not appear in your Vastel balance within 30 minutes, it is automatically refunded by the operator within 24 hours.
• If a top-up fails before the debit, no charge is made and no refund is needed.
• You can monitor every top-up in Wallets → Transaction history.

3. Crypto buy / sell

• Crypto purchases are irreversible once the coins are broadcast to your wallet address. We cannot reverse them.
• If a purchase fails before broadcast (price slippage, partner outage, wallet address rejected), the full XAF amount is returned to your Mobile Money wallet within 15 minutes.
• If you provided an incorrect wallet address, funds are unrecoverable. Always double-check the address.

4. Virtual card transactions

• Card transactions follow standard Visa chargeback rules. To dispute a merchant charge, open the transaction in Cards → Transactions and tap "Dispute".
• You have 60 days from the transaction date to open a dispute.
• Decisions follow Visa's resolution process and typically take 30–45 days.

5. Card issuance fees

The fee paid to create a virtual card is non-refundable once the card is issued. If issuance fails on our side, the fee is refunded automatically.

6. How to request a refund

Open Help in the app, choose Report an issue, and select the transaction. You can also email support@vastel.app. Include the transaction reference and a short description.

7. Timelines

• Mobile Money refunds: up to 24 hours.
• Card chargebacks: 30–45 days (Visa standard).
• Other refunds: up to 7 business days.

8. Contact

For any refund question, contact support@vastel.app.