Know when a refund may be available
At Instant Pan Hub, successfully delivered recharges, bill payments, transfers and other completed services are generally final. Where payment is collected but a service is not delivered, or a transaction fails, we review the request and process any refund or reversal due under this policy and applicable law.
When a refund is available
You may be eligible for a refund or reversal in situations such as:
- Your bank account or card was charged but the requested recharge or bill payment was not delivered and the transaction is confirmed as failed.
- A duplicate payment was collected for the same request and is confirmed after review.
- A transaction is reversed or otherwise qualifies for a refund under applicable law or the binding requirements of the relevant bank or payment provider.
Where a recharge or bill payment remains undelivered 24 hours after the transaction, please report it to support. A report starts our investigation; refund eligibility depends on the confirmed outcome and applicable requirements.
Transactions that are generally non-refundable
Once a recharge, bill payment, money transfer or other service has been completed successfully, cancellation, exchange or a discretionary refund is generally not available. You are responsible for reviewing the operator, mobile number, biller, account or beneficiary details and amount before confirming a transaction.
Incorrect details entered by a user do not automatically make a successful transaction refundable. We may assist with a correction request where the provider allows it, but availability depends on the relevant bank, operator or biller.
Pending & failed transactions
A transaction shown as "pending" is not necessarily failed. Please avoid repeating the payment until the status is checked, as this may create a second transaction.
| Service category | Stated resolution timeline |
|---|---|
| Domestic Money Transfer (DMT) | T+2 working days |
| Other platform services | T+1 working day |
These are the platform's general pending-transaction timelines, not a substitute for any shorter mandatory reversal deadline. For DMT or bank transfer issues, the receiving bank and payment-system rules may determine when a reversal is due. Contact support promptly if money is debited and the service status is unclear.
How to request a refund
Send a message to our official support channel or email instantpanhub@gmail.com. Please provide enough information to locate and verify the payment.
Share the payment details
Transaction amount, transaction date and order or transaction reference number.
Explain what went wrong
Include the service requested, recipient or operator as relevant, current transaction status and a brief description of the issue.
Provide proof if requested
A payment confirmation or screenshot may help. Hide card numbers and never share your PIN, OTP or password.
Investigation & refund timeline
We will review the transaction with the relevant bank, payment gateway, operator or service provider. If a debit without service delivery is confirmed and a refund is due, we aim to process the approved refund within 7 working days from receipt of a complete refund request. The time it takes to appear in your account may vary with the bank or payment method.
Where a shorter reversal or compensation period applies under relevant law or payment-system rules, that shorter period will govern. We may request additional information when necessary to verify a claim and will explain the status through our official support channel.
How refunds are returned
Approved refunds will ordinarily be sent back through the original payment method where possible. Where a lawful and appropriate alternative is required, we will communicate the available option, such as a permitted wallet adjustment. The original bank, card issuer or payment gateway may need additional time to post the credit.
Wallet top-ups, unused wallet funds and account-closure balances will be reviewed under our Terms & Conditions and applicable payment-service requirements. These are not automatically forfeited by this policy.
Disputes & chargebacks
If you see an unrecognized debit or believe a payment was incorrectly processed, contact our support team and your bank or payment provider without delay. Chargeback rights, investigation processes and timelines depend on the relevant payment method and applicable rules.
Please do not submit duplicate refund requests for the same transaction through multiple accounts, as this can delay reconciliation.
Need help with a payment?
Share your transaction reference with our team and we can check the status of your request.
instantpanhub@gmail.com