We want every purchase on Poriume to go through the first time. When one does not, this policy explains how your money comes back and how quickly.
Failed purchases are refunded automatically
If a network or biller cannot complete your purchase, the full amount goes straight back to your Poriume wallet. You do not need to ask. You will see the refund in your transaction history and receive an email about it.
Purchases still processing
Sometimes a supplier takes longer to confirm a purchase. We keep checking automatically. If it succeeds, you get what you paid for. If it fails, you get a full refund to your wallet. Most are settled within minutes, and nearly all within 24 hours.
Delivered but not received
If your receipt says successful but the data, airtime, token or subscription did not arrive, contact us within 7 days with the transaction ID from your receipt. We will check with the supplier. If it was not delivered, we refund you in full. If it was delivered, we send you the proof.
When we cannot refund
We cannot reverse a purchase that was delivered to the number, meter or smartcard you entered, even if it was entered by mistake. Please check these details before you confirm.
Electricity tokens and exam PINs that have already been issued cannot be refunded, because they can be used as soon as they are shown to you.
Wallet funding
If you were charged but your wallet was not credited, send us your payment reference and we will credit you once the payment is confirmed. Funding charges shown before you paid are not refundable.
Vendor plans
The one off Reseller plan and the first payment for a shop plan are not refundable once your vendor access is active. You can stop a monthly or yearly plan from renewing at any time. It stays active until the end of the period you have paid for, and we do not refund part periods.
Money back to your bank
Refunds go to your Poriume wallet, where you can spend them straight away. If you close your account, any remaining balance is sent to a bank account in your name, as explained in our Account Deletion Policy.
How to reach us
Email [email protected] or WhatsApp 07068472096 with your transaction ID, and we will reply as quickly as we can, usually within one business day.