Beta Refund Policy

A refund request is a request for review, not an automatic approval or payment. The beta does not promise a particular refund outcome, processing time, or availability.

When to request a review

Contact support if you believe a completed wallet top-up, wallet payment, refund, or transfer record is incorrect. Pending, canceled, declined, or failed payments may not be eligible for a provider refund because they may not have completed.

How a request is reviewed

Support reviews the transaction reference, wallet record, relevant provider status, and available evidence. Any approved adjustment must be recorded through the server-controlled wallet and ledger process. ZIVO does not use a browser confirmation alone to mark a refund complete.

Internal Wallet reversal versus provider refund

An internal Wallet adjustment or reversal is not the same as a card-provider refund, card-network dispute, or external-bank credit. ZIVO must not label a result as a provider refund unless the relevant provider records and confirms that result.

Partial, duplicate, and over-refund requests

A request may be declined when it duplicates an earlier request, exceeds the original eligible amount, or conflicts with the transaction state. Partial requests are reviewed against the original transaction and any prior adjustments.

Current beta limitation

Provider-refund handling is not a public self-service entitlement in this beta. Do not rely on beta balances, refund timing, or this page as final consumer terms. Do not open a duplicate request or chargeback while a beta report is under review.

Request support

Follow the steps on Refund Request. Do not send card numbers, security codes, passwords, or authentication codes.