Refund Policy

Last updated: 01/07/2026

1. Principle

Internet access is a digital service performed immediately. A refund may nonetheless be granted in justified cases (set out below), in accordance with WinetPay's practices.

2. Eligible cases

• Non-delivery: payment validated but access not delivered (a case normally impossible thanks to the automatic retry mechanism; failing that, a full refund).
• Duplicate payment: the same purchase charged several times (duplicates are detected and neutralized; any undue charge is refunded).
• Manifest error: incorrect amount or offer caused by the platform.

3. Terms

• The refund is full or partial, with a mandatory reason and complete traceability.
• Processing follows the principle whereby the operator requests the refund and the WinetPay administrator validates and executes it. The refund is recorded in the accounting ledger (reversal entry), without automatic revocation of the ticket already issued (an explicit action is taken if necessary).
• In version 1, the payment to the customer may be carried out manually according to the Mobile Money method concerned.

4. Timeframes

Refunds are processed within a reasonable time after validation. The actual crediting timeframes depend on the Mobile Money operator concerned.

5. Effect on the operator's wallet

A refund is charged back to the operator's wallet (a negative balance is tolerated and offset by future revenue), in a traceable manner.

6. Request

Any refund request is made through the support / claims module, or with the reselling operator. WinetPay contact: [to be completed].