Cancelling an unpaid order
You can cancel any order that is still in the awaiting payment state from your Transaction History. No payment is taken and no airtime is sent.
Awaiting-payment orders expire automatically
Orders that have not been paid within 30 minutes are automatically marked as expired. No charge and no airtime are sent for expired orders.
Failed payments
If your card is declined, the order is marked payment failed. No airtime is sent. You can retry the payment using the same order or start a new one.
Successful recharges
Once airtime is successfully delivered to the recipient number, the order is normally non-refundable. Please review the phone number, country, and operator carefully before paying.
Wrong recipient number
Airtime sent to a phone number that was entered incorrectly by the customer is normally not refundable, because the recharge was successfully delivered to the number that was requested.
Refunds and currency conversion
Vymeros prices every order in Canadian dollars (CAD). If you chose to pay in another currency, the conversion is completed by our payment provider at checkout. Where legally permitted, a refunded amount may therefore differ from the amount originally charged in your currency, because of currency-conversion rules and payment-provider fees that are outside our control. Refunds are always returned to the original payment method.
Payment succeeded but recharge failed
If your payment succeeds but the airtime provider cannot deliver the recharge, the order will be shown as:
“Payment received — recharge under review.”
Our team will investigate and may:
- retry the recharge with the operator
- refund the transaction to your original payment method
- issue account credit where appropriate
We will never promise an automatic refund where operator delivery has already been confirmed as successful.
Duplicate charges and technical failures
Duplicate charges, technical failures, or clear cases of payment-without-delivery will be investigated and resolved. Please contact support with your order reference so we can review the transaction.
Refund timing
When a refund is issued, the time it takes to appear on your statement depends on your payment provider (Stripe) and your card issuer or bank. Typical times are 5–10 business days.
How to request a refund
To request a refund or dispute a transaction:
- Open a request from the Support page.
- Include your order reference (from Transaction History).
- Describe the issue clearly.
You can also email recharge@vymeros.com with your transaction ID. General enquiries: support@vymeros.com.