Refund policy

1. The principle

Your money is held for you until the service is executed. What you pay does not become ours at the moment of payment; it stays held and is released only after the service has actually been carried out.

So what is not executed is returned. That is not a courtesy — it is how the system is built.

2. When you get a full refund

Every case where the service did not reach you:

• Execution failed, whether the cause was us or the receiving party.
• You cancelled before execution started.
• The receiving party refused the payment or returned it to us.
• We made an error in execution that cannot be corrected.
• The payment window elapsed after you paid and we had not started.

3. When you do not

The exceptions are few, and are stated before the order rather than after:

• A service executed correctly against a detail you entered incorrectly — a wrong student number, a wrong mobile number, a wrong account. A correct execution against a wrong detail is not grounds for a refund.
• A digital service already consumed: credit topped up, a subscription activated, a fee paid and received by the institution.
• Physical goods already cleared through customs and delivered undamaged — these follow the return policy published with the service itself.
• Official fees paid to a government or educational body that the body itself does not refund.

4. Cancelling, before and after

Before execution starts: cancelling is your right, and the amount is returned in full with nothing deducted.

After execution starts: you get back what remains once genuinely incurred and evidenced costs are deducted — no penalty fee and no flat percentage.

An unpaid order needs no cancelling: the payment window closes and it lapses on its own.

5. How to request one

From inside the app: open the order, then Support, and link the ticket to the order number. Or message us on WhatsApp from your registered number.

State the order number and the reason. A request without a number means we have to ask for it first, and that alone adds a day.

6. How long it takes

We review and reply within two business days, with either an approval or a reasoned refusal.

Once approved, we execute the refund within five business days on our side.

It then reaches your account on your bank or card issuer's schedule, which can add five to ten business days we do not control.

7. Where the money goes back to

Always to the same method you paid with. Card payments return to that card; bank transfers return to the account they came from.

We do not refund in cash, to a third party's account, or to an e-wallet. That is a compliance constraint, not a preference.

8. Currency and exchange differences

Orders are priced in US dollars, and refunds are made in US dollars for the same amount that was paid.

The Sudanese pound equivalent shown in the app is indicative, at the rate on the day of the order. If the exchange rate moves between payment and refund, what you receive in your local currency may differ from what you paid — that difference comes from the rate, not from a deduction by us.

Your bank may also add a currency conversion fee on the refund as it did on the payment. That fee is outside our control and does not come to us.

9. If your request is refused

We give the reason in writing and attach what supports it: the execution receipt, the receiving party's confirmation, or the order log.

You may appeal once, and the review is done by someone who did not decide the first time.

10. Changes to this policy

We may revise it. The version that governs your order is the one published on the day it was created, not the day you read this.

The other documents

This document is read together with the Privacy Policy and Terms of Use and Delete account.