Refund Policy
Last updated: October 2026
BerdSend provides international mobile top-ups and scheduled recharges. We do not currently offer money transfers or banking services. This policy explains how payment issues and refund requests are handled.
1. Failed or undelivered top-ups
If payment is captured but a top-up fails or the provider confirms it was not delivered, we review the transaction and initiate an eligible refund or appropriate correction. Verification with the payment or top-up provider may take time.
Approved refunds are normally sent to the original payment method. The time for funds to appear depends on the bank, card network or payment provider; we do not guarantee a fixed settlement period.
2. Completed top-ups and incorrect numbers
A top-up successfully delivered to the number and operator confirmed by the customer generally cannot be canceled or refunded. Check the country, phone number, operator and amount before paying.
If you believe a technical error occurred or a top-up was not received despite a successful status, contact support with the order reference. We will review the evidence; any refund depends on the findings and your rights under applicable law.
3. Service fees and partial refunds
When an order fails and qualifies for a full refund, we assess the full amount the customer paid, including BerdSend fees charged for that order. If a service has already been delivered or part of an order fulfilled, any partial refund depends on the circumstances and applicable law.
4. Scheduled top-ups (Subscriptions)
Use available Pause or Cancel controls to stop future top-ups that have not yet been processed. Canceling a subscription does not automatically reverse completed top-ups or payments already processed. A subscription payment without delivery is reviewed under the failed-transaction policy.
5. Duplicate or unrecognized charges
If you notice a duplicate or unrecognized charge, promptly contact support with the date, amount and transaction reference. We may request limited details to verify the claim; never send full card numbers, CVV, PINs or passwords. You may also contact your payment provider about your dispute rights.
6. How to request a refund
Contact us with the order reference, date, amount, destination country and recipient phone number (you may mask some digits), plus a description of the issue. We will review the request and communicate the outcome. Your statutory rights continue to apply even where this policy says a transaction is generally non-refundable.