In short
- If we cannot deliver your order, you get a full refund. No questions.
- Refunds go to your Sengiga wallet, usually within minutes of the order being marked failed. You can spend the balance on any network or ask support to send it back to your Mobile Money.
- A bundle or airtime that has been delivered successfully cannot be refunded, reversed or moved to another number, even if the number was entered by mistake. The networks do not allow it.
1. Failed orders
Every order shows a status in your account: pending, processing, delivered, failed or refunded. If a network rejects an order, or we are unable to complete it for any reason, we mark it failed and then refunded. The full amount you paid is credited back to your wallet at that point and appears in your wallet history with the order reference.
Orders that were never paid for (for example, you closed the Mobile Money prompt without approving it) stay pending and no money is taken, so there is nothing to refund.
2. Wrong recipient number
If you notice a mistake and the order is still pending or processing, contact support immediately with the order reference. If we have not yet sent the order to the network we will cancel it and refund your wallet. If the order has already been delivered to the number you entered, we are not able to refund it.
Orders to a number that is invalid, switched off for an extended period, or not on the network you chose will normally fail and be refunded automatically.
3. Delayed orders
Most orders arrive within 1–5 minutes. During network congestion or maintenance an order may stay in processing for longer. If your order has been processing for more than 24 hours, contact support and we will either confirm delivery with the network or cancel the order and refund you in full.
4. Marked delivered but not received
If an order shows delivered but the recipient has not received the bundle or airtime, ask the recipient to check their balance with the network's balance code first, since delivery messages are sometimes delayed. If it is still missing after 30 minutes, contact support with the order reference and recipient number. We will raise it with the network. Where the network confirms the bundle was not credited, we refund the order to your wallet.
5. Wallet balance and cash-outs
Money in your wallet does not expire and can be spent on any bundle or airtime we sell. If you would rather have a wallet balance returned to your Mobile Money account, contact support with the amount and the Mobile Money number registered in your name. Cash-outs are processed within 2 business days. We may ask you to confirm your identity for cash-out requests, and we may deduct any transaction fee charged by the Mobile Money operator.
Promotional or goodwill credits added to your wallet by us are for purchases only and cannot be cashed out.
6. Duplicate or accidental payments
If you were charged twice for the same order or top-up, tell support with both transaction references. Once we confirm the duplicate with the payment provider, the extra amount is credited to your wallet or returned to your Mobile Money, whichever you prefer.
7. How refunds are paid
| Situation | Refund goes to | Typical time |
|---|---|---|
| Order failed | Your wallet, automatically | Minutes |
| Order cancelled before delivery | Your wallet | Same day |
| Duplicate payment | Wallet or Mobile Money | Up to 2 business days |
| Wallet cash-out request | Your registered Mobile Money | Up to 2 business days |
8. How to request a refund
- Open Orders in your account and copy the order reference (for example DD-XXXXXXXX).
- Contact support by phone or WhatsApp with the reference, the recipient number, and what went wrong.
- We reply within one business day with the outcome. Refunds show up in your wallet history as soon as they are applied.
Contact
Support is available by phone at support or on WhatsApp, every day from 6am to 11pm.