Refund and Cancellation Policy
Prepaid credit is not refundable once it is added to your wallet, except in the cases below.
What this covers. Recharges and plans bought on console.mwirelabs.com. Services are digital and delivered at once as credit in your wallet. Nothing is shipped.
When we refund.
- Duplicate payment: you paid twice for the same order.
- Wrong charge: you were charged an amount different from the one you chose.
- Payment taken but no credit added: your bank debited you and credit did not reach your wallet within 48 hours. We first try to add the credit. If we cannot, we refund.
- Service failure on our side: we were unable to deliver the service you paid for for a long period. We refund the unused credit for the affected service, or extend it, as you prefer.
When we do not refund.
- Credit you have already used.
- Unused credit because you changed your mind, no longer need it, or credit has expired.
- Credit on an account we closed for breaking the Terms of Service.
- Free or granted credit. It has no cash value.
Cancelling. You can stop using the service or close your account at any time. Nothing renews by itself, so there is nothing to cancel. Unused credit stays in your wallet until it expires.
How to ask. Email connect@mwirelabs.com from your account email within 30 days of the payment. Include the payment reference or receipt number. We reply within 3 working days.
How refunds are paid. To the original payment method, through PayU, within 7 working days of approval. Your bank may take a few more days to show it.
Failed payments. If a payment fails and money leaves your account, the bank normally returns it within 5 to 7 working days. Write to us if it does not.