Case 1 — The payment was not approved
If you did not approve the payment on your phone (insufficient balance, timeout, wrong PIN, cancellation), you were not charged. There is nothing to refund: you can try again straight away.
Case 2 — You were charged, but the transfer could not be completed
The system automatically retries sending to the recipient. If it still cannot be completed:
- you get a full refund: the amount and the fees;
- the refund goes to the number that paid;
- it is made within 24 hours;
- you are informed on WhatsApp.
Case 3 — Wrong number
A transfer delivered to the number you entered is considered completed: Mvic Money cannot take it back. Always check the number and, when displayed, the recipient's name before confirming. If you made a mistake, contact us as soon as possible: we will tell you what can be done with the operator.
Making a claim
Message us on WhatsApp or at mvicmoney@rnexx.tech with:
- your MVC reference;
- the number that paid;
- the amount, date and time of the transfer.
We reply within 24 hours.