Refunds & disputes

Effective date: 10 October 2026

This policy explains how Kyekyeku Network Operators Services (KNOS) (“KNOS”) handles failed, delayed, or disputed digital purchases (airtime, data, ECG prepaid, wallet loads, and similar catalog products).

1. Principles

Wallet purchases typically hold funds when you confirm, then debit only when fulfilment is completed (or release the hold when fulfilment fails under our rules).
Guest ECG paid via mobile money is confirmed when the collection partner reports success; metre token delivery depends on the utility partner.
Digital value already delivered to a correct beneficiary or meter is generally non-refundable, except where we or the provider confirm a failed delivery.

2. Failed fulfilment

If a provider rejects or fails an order before completion:

Held wallet funds are released according to system status (failed/rejected)
You may retry with corrected details (phone, meter, amount) or contact Support
Duplicate submissions with the same idempotency or provider reference are reconciled to a single outcome where possible

3. Processing / pending status

Orders may remain processing while we await a partner callback or status check. Do not assume a double charge from a second attempt until Support confirms the first order failed. Use Track (reference / phone) for guest ECG and Purchases for signed-in accounts.

4. Wrong number or meter

Airtime or ECG sent to a number or meter you entered incorrectly usually cannot be reversed once the provider accepts the request. Verify beneficiary and meter details before paying.

5. How to raise a dispute

Open Support or Complaints in the portal (or Support on guest ECG)
Provide short reference, date/time, amount, phone or meter, and screenshot if any
Office staff investigate against our ledger and partner status; resolution may be re-credit, re-fulfilment, or explanation of successful delivery

6. Registration fees

Account registration fees, where configured, are governed by activation rules shown at sign-up. Refunds of registration fees are discretionary and handled by administrators.