Fair by default. If a service can’t be delivered, you get your money back — automatically. Here’s exactly how refunds work at Portal Verse Resources.
Automatic refunds
If a service can’t be delivered, the charge is reversed automatically — you don’t need to open a ticket or chase us.
Straight to your wallet
Refunds land back in your Portal Verse wallet within minutes, ready to spend again instantly.
Clear timelines
Every refund has a defined timeframe — no vague “up to 30 days”. You always know what to expect.
Refunds, handled automatically
- Order is placedYou pay for a service from your wallet. We attempt delivery with our partner network immediately.
- Delivery is verifiedOur system confirms whether the operator, biller or provider successfully delivered the order.
- Auto-reversal if it failsIf delivery fails or can’t be confirmed, the exact amount is automatically returned to your wallet.
- You’re notifiedYou get an in-app receipt and notification for both the charge and any refund — fully transparent.
What’s covered, and what isn’t
Always refunded
- A service you paid for was not delivered (airtime, data or bill not processed by the operator).
- An eSIM fails to provision or cannot be installed on a supported device.
- You were charged more than once for the same order (duplicate charge).
- A confirmed system or processing error on our side.
Not refundable
- Airtime, data or bill payments successfully delivered to the number/account you provided.
- Gift cards or voucher codes that have been revealed, redeemed or delivered.
- eSIM data plans that have already been activated or installed.
- Orders that failed because of an incorrect recipient or number you entered.
- Wallet funds already spent on services that were delivered as ordered.
How long refunds take
| SCENARIO | TIMEFRAME | DESTINATION |
|---|---|---|
| Auto-reversal of a failed or undelivered order | Within minutes — up to 24 hours | Your wallet |
| Duplicate charge for the same order | Within minutes once detected | Your wallet |
| Refund after a manual review | 1–3 business days | Your wallet |
| Return to original payment method (where applicable) | 5–10 business days | Bank / provider |
The full policy
1. Overview
This Refund Policy explains how and when Portal Verse Resources (“Portal Verse”, “we”, “us”) issues refunds for purchases made through our app. It forms part of, and should be read together with, our Terms of Service. Because most of what we sell are real-world, instantly-delivered services (airtime, data, eSIMs, utility bills and gift cards), refunds are handled automatically and fairly, as described below.
2. Automatic refunds
We believe your money is your money. If a service you paid for cannot be delivered, the exact amount charged is returned to your Portal Verse wallet automatically — no support ticket required. You’ll see both the original charge and the refund in your in-app transaction history.
3. What’s eligible for a refund
You’re entitled to a refund when an order fails through no fault of your own, including undelivered services, failed eSIM provisioning, duplicate charges, and confirmed errors on our side.
4. What’s non-refundable
To keep the service fair for everyone, products that were successfully delivered as ordered are generally non-refundable — for example, airtime/data/bills delivered to the details you provided, revealed or redeemed gift cards, and activated eSIMs. Orders that failed because of incorrect information you entered (such as a wrong phone number) may not be eligible, though we’ll always try to help.
5. How to request a refund review
If you believe an order should have been refunded and it wasn’t, contact us within 30 days of the transaction with your order reference. The fastest way is in-app live chat; you can also email [email protected]. We’ll investigate and respond, typically within 1–3 business days.
6. Refund methods & timelines
Refunds are issued to your Portal Verse wallet by default, which is the fastest option. Where a refund must go back to your original payment method, timing depends on your bank or payment provider and may take 5–10 business days. See the timelines table above for details.
7. Duplicate or failed charges
If you’re charged more than once for a single order, or a payment is taken but the order doesn’t complete, the extra or failed amount is reversed automatically once detected. If you spot a discrepancy, reach out and we’ll reconcile it promptly.
8. Wallet balance
Unspent funds in your wallet remain yours. Requests to refund an unused wallet balance to your original payment method are handled case-by-case in line with our Terms, applicable law and anti-fraud checks.
9. Chargebacks & disputes
If something looks wrong, please contact us first — we can almost always resolve it faster than a bank dispute. Initiating a chargeback without contacting us may lead to a temporary hold on your account while we investigate, in line with our Terms of Service.
10. Contact us
Questions about a refund? We’re here to help. Use in-app live chat or email [email protected] and a specialist will help.
Refund questions
Usually not. For undelivered or failed orders, the refund happens automatically and lands in your wallet — often within minutes. You only need to contact us if you think an order was missed.
By default, straight back to your Portal Verse wallet so you can use it again instantly. Where required, refunds can be returned to your original payment method, which takes longer depending on your bank.
Automatic wallet refunds are typically within minutes and up to 24 hours. Manual reviews take 1–3 business days; refunds to a card or bank take 5–10 business days.
If the service was delivered to the details you entered, it generally can’t be reversed. Contact support right away and we’ll do whatever we can to help.
Unspent funds remain yours. Refund of an unused balance to your original method is reviewed case-by-case in line with our Terms and anti-fraud checks — just reach out.
Still need help with a refund?
Our support team aims to reply as quickly as it can.