Last updated: 17 September 2026
How money comes back, and when it does not. This sits alongside our Terms of Service.
A top-up that is approved is credited to your wallet and is not refundable as a transaction — the money is yours and stays in your balance until you spend or withdraw it.
A top-up that is rejected is never credited. If you have already sent the funds, they are returned to the account they came from, normally within 5–7 working days depending on your bank.
A top-up that expires before payment was made is simply closed and nothing is taken.
The amount leaves your available balance when you submit the request. If the payment is rejected or cannot be settled, the full amount is returned to your wallet, including any fee charged for it.
Once a payment has settled to the destination it cannot be recalled by us. If it reached the wrong account because of details you entered, we will help you contact the receiving bank, but we cannot guarantee recovery.
Transfers between Payredoo wallets are immediate and final. We cannot reverse one without the recipient agreeing to send it back. Check the recipient before confirming.
Conversions are executed at the rate shown at the moment you confirm and cannot be undone. Converting back later will use the rate at that time, which may be different.
Transfers on a public blockchain are irreversible. Assets sent to the wrong address, or on a network other than the one stated in the app, cannot be recovered by us or by anyone else.
Fees for a transaction that is rejected or fails are refunded with the principal. Fees for a service already delivered are not refundable.
Raise a dispute in the app, or contact support with the reference of the transaction. We acknowledge disputes within 2 working days and aim to resolve them within 15 working days, telling you the outcome either way.