Refund & Failed Transaction Policy
The rule is simple: if you paid and the product was not delivered, you get your money back. If it was delivered — to the number you entered — it cannot be reversed. This page explains exactly how that works, how long it takes, and how to claim. It forms part of our Terms & Conditions.
1. What qualifies for a refund
| Situation | Outcome |
|---|---|
| Payment taken, airtime / data / bill not delivered | Full refund |
| Payment taken twice for the same order (duplicate charge) | Duplicate refunded in full |
| Transaction stuck as pending and later confirmed as failed | Full refund |
| Bundle delivered was not the bundle you paid for | Corrected or refunded |
| Bill payment rejected by the biller | Full refund |
| SMS credits deducted for messages never submitted to a network | Credits restored |
| Delivered correctly, but you typed the wrong number | Not refundable — see §4 |
| Delivered correctly, but you changed your mind | Not refundable |
| SMS rejected by a network for content or sender ID | Not refundable |
2. How the refund reaches you
Most failures are detected and settled automatically — you usually do not need to contact us.
- Reversal to your mobile money account. Our first action is to reverse the payment to the same MoMo wallet you paid from. This is the default, and it is where the great majority of refunds land.
- AllNett refund balance, if the reversal cannot be completed. Mobile-money reversals sometimes fail at the provider — a closed wallet, a limit, a provider outage. In that case we credit the amount to a refund balance on your AllNett account instead, so the money is never left in limbo. You can spend it on any purchase: it covers the whole amount if the balance is large enough, or tops up part of it alongside MoMo. Every credit and every use of it is shown in your transaction history.
- Manual settlement, if neither is possible. Where an account is closed or a case needs review, our support team settles with you directly after verifying the transaction.
A refund balance is not a wallet and not stored value. It only ever arises from a failed transaction of your own, it can only be spent on AllNett purchases, and it is not a deposit-taking or e-money service.
3. How long it takes
| Stage | Typical timing |
|---|---|
| Automatic reversal attempted after a confirmed failure | Immediately |
| Reversal lands in your MoMo wallet | Usually minutes, up to 24 hours at provider peak |
| Refund balance credited (when a reversal fails) | Same day |
| Cases needing a network or biller confirmation | Up to 5 working days |
| Disputed or escalated cases | Up to 15 working days, with updates from us |
A transaction shown as pending is not yet a failure. Networks and billers sometimes confirm late, and reversing early would mean you get both the product and the money. We settle pending transactions once the network gives a final answer — please allow the timings above before opening a claim.
4. Wrong number, wrong meter, wrong smartcard
If value was delivered successfully to a valid number, meter or account that simply was not the one you meant, we cannot retrieve it. Once the network or biller has credited that account, the value belongs to its holder; the network will not reverse it on our request and we have no power to do so. This is standard across every airtime and bill-payment service in Ghana, not an AllNett limitation.
What we can do is confirm exactly what was sent and where, in writing, so you can approach the recipient or the biller yourself. To avoid this: check the recipient on the review screen, and use saved beneficiaries or the contact picker rather than typing numbers by hand.
5. How to claim
If a transaction has not resolved itself within the timings in §3:
- Find the transaction reference. Open the AllNett app → Transactions, tap the transaction, and note the reference. On USSD, keep the confirmation SMS.
- Email support@allnett.net with the reference, the amount, the recipient number and the date. A screenshot of your MoMo debit message helps us match it faster.
- We acknowledge within one working day and tell you the outcome or the expected date. Claims must be raised within 30 days of the transaction, while network records are still retrievable.
6. Chargebacks and abuse
Please claim with us first — we can resolve a failure far faster than a payment-provider dispute. We reverse cashback, points and agent commission attached to a refunded transaction, and we may suspend accounts that repeatedly claim refunds for transactions that were in fact delivered.
7. Business services
- Bulk SMS: credits are prepaid and non-transferable. Credits are consumed when a message is submitted to a network; we restore credits for messages we failed to submit, and do not refund messages a network rejected on content or sender-ID grounds. Unused credits are not exchangeable for cash.
- Reseller API: failed transactions are reversed to your reseller balance and reflected in the transaction status and webhook. Reconcile against transaction status, not against a timed-out request.
- USSD extension lease: monthly subscription fees are payable in advance and are not refundable for a month already started. Cancel with 30 days' notice as set out in the Terms.
8. Contact
Refunds and transaction disputes: support@allnett.net
Pridam Investment Ghana Ltd, Accra, Ghana. See also Support.