Refund Policy

This Refund Policy explains how GlobalTravelWallet ("we", "us", "our") handles refunds, reversals, and disputes relating to card funding, transactions, and fees on the GlobalTravelWallet platform.

By using our Service, you agree to the terms of this Refund Policy. Where this policy conflicts with our Terms and Conditions, the Terms and Conditions will prevail.

Card Funding & Wallet Top-Ups

Funds added to your GlobalTravelWallet card or wallet are generally non-refundable once the funding transaction has been successfully processed, except where required by law or where the transaction was made in error due to a verified system fault on our part.

If you accidentally fund your wallet with an incorrect amount, please contact our support team within 24 hours of the transaction so we can investigate.

Failed or Duplicate Transactions

If a payment is debited from your account but the corresponding service (e.g. card funding, top-up, or transfer) was not completed due to a technical error, you are entitled to a full refund of the affected amount.

Duplicate charges arising from network or processor errors will be identified, reversed, and refunded to your original payment method or wallet balance within 5–10 business days of confirmation.

Fees & Charges

Transaction fees, card issuance fees, and other service charges disclosed at the point of transaction are non-refundable once the underlying transaction has been completed successfully.

If a transaction is reversed due to an error on our part, any fees charged on that transaction will also be refunded.

Disputed & Unauthorized Transactions

If you notice a transaction on your card or wallet that you did not authorize, please report it to us immediately through our support channels. We will investigate the dispute and, where the claim is verified, process a refund or reversal in line with applicable card network rules and regulatory timelines.

We recommend reporting unauthorized transactions within 24 hours of noticing them to give us the best chance of recovering the funds.

How to Request a Refund

To request a refund, please contact our support team with your full name, registered email or phone number, transaction reference, and a description of the issue. We aim to acknowledge all refund requests within 48 hours and resolve them within 5–14 business days, depending on the complexity of the case and any third-party processor involved.

Processing Time

Approved refunds are credited back to your original funding source or GlobalTravelWallet balance. Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to reflect, which is outside of our control.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for legal and regulatory reasons. We will notify you of material changes by posting the updated policy on this page with a revised "Last updated" date.

Contact Us

If you have any questions about this Refund Policy or wish to raise a dispute, please contact us at [email protected] or call +234 803 441 7735 (Nigeria) / +44 7714 037173 (UK).