Refund Policy

At Crestbill, we strive to ensure every transaction is processed accurately and efficiently. This Refund Policy explains when refunds may be issued, how to request them, and the timelines involved. By using our Services, you agree to the terms of this policy.

Eligible refunds

Refunds may be granted in the following circumstances:

• Duplicate payments: If you were charged more than once for the same transaction due to a system error.
• Failed service delivery: If a bill payment, airtime top-up, or data purchase was debited but not delivered to the recipient.
• Incorrect amounts: If you were charged an amount different from what was displayed at checkout.
• Organisation overpayments: If a member or contributor paid more than the required amount to an organisation.
• Cancelled subscriptions: If you cancel a recurring service and are eligible for a prorated refund per the service provider's terms.

Non-refundable cases

Refunds will generally not be issued in the following cases:

• User error, such as entering the wrong phone number, meter number, or beneficiary details.
• Transactions already completed and confirmed successfully.
• Fees charged by third-party payment processors or banks.
• Cash withdrawals from the Crestbill wallet after the funds have been transferred.
• Voluntary donations or contributions made through FundCircle.
• Transactions flagged for fraud, money laundering, or violation of our Terms of Service.

Refund process

To request a refund:

1. Contact our support team via the app or email at support@crestbill.com within 48 hours of the transaction.
2. Provide the transaction reference number, date, amount, and a brief description of the issue.
3. Our team will investigate and respond within 2 business days.
4. If approved, the refund will be processed to your Crestbill wallet or original payment method.

We may require additional documentation or verification before processing a refund request.

Refund timelines

• Wallet refunds: Instant once approved.
• Bank transfer refunds: 3–10 business days, depending on your bank.
• Card refunds: 5–15 business days, depending on your card issuer.
• Mobile money refunds: 1–3 business days.

Failed transactions

If a transaction fails but your account was debited, the amount will be automatically reversed to your Crestbill wallet within 24 hours. If the reversal does not occur, please contact support with your transaction reference for manual resolution.

Disputes & chargebacks

We encourage users to contact our support team first before initiating a chargeback with their bank or card issuer. Unnecessary chargebacks may result in account suspension or additional fees. We will cooperate fully with banks and payment processors to resolve legitimate disputes.

Changes to this policy

We may update this Refund Policy from time to time. Significant changes will be communicated via email or through the platform. Continued use of Crestbill after changes constitutes acceptance of the updated policy.

Contact us

If you have any questions about this Refund Policy or need assistance with a transaction, please contact us:

Email: support@crestbill.com

Phone: +234-800-CRESTBILL

Last updated: December 2025