Legal
Refund Policy
When money comes back, when it does not, and what to do meanwhile.
This document is a draft
It has no effective date and is not yet in force. 2 sections are still awaiting approved legal text and are marked below. What it does describe is how the platform actually behaves today, and that part is accurate.
1. The principle
1.The principle
A transaction that is established not to have been delivered is refunded to your wallet automatically. You do not need to ask for it, and there is nothing to claim.
Refunds return to your wallet
The money goes back to the balance it came from. There is no refund to a bank account, because there is no withdrawal from a wallet to one.
2. What happens in each state
2.What happens in each state
| Status | Refund |
|---|---|
| Failed | Already refunded to your wallet, automatically. |
| Reversed | Completed and later reversed. Your wallet has been credited. |
| Successful | Delivered, so no refund arises. |
| Processing / Pending | Still in progress. No refund yet, because no outcome yet. |
| Unknown | No refund has been made. The outcome is not established. |
3. Unresolved transactions
3.Unresolved transactions
Sometimes a provider does not give us a clear answer. The transaction is then marked unresolved, and that is neither a success nor a failure — it means we do not yet know.
Don’t pay again
An unresolved purchase may still have been delivered. Buying the same thing again could charge you twice. No refund has been made, because we have not established that one is owed.
We keep checking automatically. When it resolves it becomes either successful, or failed and refunded. You can also report it from the transaction itself, which attaches the reference for support.
4. What is not refunded
4.What is not refunded
- A transaction delivered to the details you supplied. A recipient number typed incorrectly is delivered as typed, and cannot be recalled.
- A voucher, pin or token that has been revealed. Once shown, it can have been used.
- An account plan upgrade, which takes effect immediately when bought.
5. Raising a problem
5.Raising a problem
Report the problem from the transaction itself. That attaches the reference automatically, so support is looking at the same record you are and you do not have to describe it.
A support conversation never requires your password, your PIN, a one-time code or an API key. Anyone asking for one is not us.
6. Timelines
6.Timelines
Awaiting approved legal text
How long an unresolved transaction is pursued before a decision is made, and the period within which a refund decision is communicated.
Nothing has been drafted for this section, and nothing has been invented in its place. It will be published here once it is approved.
7. Resellers and developers
7.Resellers and developers
Awaiting approved legal text
Whether the refund treatment above differs for accounts on a reseller or API plan, including anything arising from onward sale to their own customers.
Nothing has been drafted for this section, and nothing has been invented in its place. It will be published here once it is approved.
8. Contact
8.Contact
Questions about this document go to support. Signed-in customers can open a ticket, which attaches their account and any transaction they are asking about; anyone else can use the contact page.
BuyByteData has not published a support telephone number or a direct email address. Anyone offering one is not us.