Refunds & Credit Adjustments
When refunds apply, how credit adjustments work, and how to request one.
Refunds & Adjustments
We want you paying only for what you actually use. Here's how we handle money that needs to go back.
When we adjust or refund
- Double payment: Paid twice by mistake? We credit the duplicate back to your balance, or refund it on request.
- Failed sends on our side: If messages failed due to a gateway issue on our end, those credits are returned.
- Wrong top-up amount: Topped up the wrong account or amount — we'll move it to the right place.
How credits usually work vs cash refunds
Because SMS credits never expire, the fastest resolution is almost always a credit adjustment to your balance. Cash refunds back to mobile money or bank are available where appropriate and may take a little longer to settle.
How to request one
- Tell us what happened and the amount involved.
- Include the transaction/reference number (from your payment SMS) where relevant.
- We'll verify against our records and confirm the adjustment or refund.
Related in Billing & Credits
Pricing & Credit Packages
Transparent pricing per SMS. No hidden fees, no expiration.
How to Top Up Credits
All payment methods for purchasing SMS credits in Tanzania.
Credit Usage & Tracking
Monitor your credit consumption and understand how credits are deducted.
Payment Methods: Step-by-Step Guide
Detailed M-Pesa, Tigo Pesa, CRDB, and Selcom payment instructions with merchant numbers.