Refund policy
When message credit is refunded automatically, when you can ask for a refund, and how long it takes.
Last updated 27 August 2026
The short version. Undeliverable messages are refunded to your balance automatically, every time, without you asking. Message credit you have bought but not yet used can be refunded to your original payment method within 14 days of purchase. Credit you have already spent on messages that were delivered cannot be refunded, because the message was sent and we were charged for it.
1. Automatic refunds: undeliverable recipients
You are charged when you press send. If the mobile network or our delivery partner rejects a recipient outright, that recipient's charge goes back onto your balance automatically, usually within seconds. You do not need to contact us.
Every automatic refund appears as its own line on your wallet ledger, with a reference and a running balance, so any figure on your account can be traced back. Common reasons are a number that is not in service, a number that has been barred, or a destination we could not route to.
2. Refunds of unused credit
You can ask us to refund message credit you have bought but not spent.
- Within 14 days of the purchase: we refund the unused portion of that purchase in full, to the payment method you used.
- After 14 days: credit is non-refundable, but it does not expire. It stays on your account for as long as your account is open, and you can keep using it.
- We cannot refund credit to a different card, account or person from the one that paid.
To request one, email support@kwiksend.app from the address on your account, with the payment reference from your wallet ledger.
3. What is not refundable
- Messages that were delivered. Once a message reaches the network we have been charged for it, and it cannot be recalled.
- Messages you sent by mistake to the wrong list, with the wrong wording, or twice. This is why the composer shows the exact recipient count and the exact cost on the send button before anything is charged. Check it before you press it.
- Messages that were accepted by the network but not read, or that reached a handset that was switched off. We are charged for these.
- Credit on an account closed by us for a breach of the acceptable use policy, for example sending unsolicited messages or fraudulent content.
4. If you close your account
Tell us before you close it. Unused credit bought within the previous 14 days is refunded under section 2. Older unused credit is not refundable, so use it first.
5. Billing errors and duplicate charges
If you were charged twice for the same top-up, or your balance does not match your ledger, contact us with the payment reference. We investigate and correct genuine billing errors in full, including where the fault is ours, and we do so regardless of the 14-day window in section 2.
6. How long refunds take
| Type | Timing |
|---|---|
| Undeliverable recipient | Automatic, back on your balance within seconds |
| Unused credit to your card | Approved within 3 business days; your bank then takes 5 to 10 business days |
| Unused credit to mobile money | Approved within 3 business days; usually same-day once sent |
| Billing error | Investigated within 3 business days |
Refunds go back by the same route the payment came in. We cannot send a card refund to mobile money, or the other way round.
7. Disputes
If you are unhappy with a refund decision, reply to our email and ask for it to be reviewed. Please come to us before raising a chargeback with your bank: a chargeback freezes the account while it is investigated, and we can almost always resolve the issue faster directly.