MOBISEND LLC — REFUND POLICY

1. What this policy covers

MobiSend LLC ("MobiSend," "we," "us," or "our") is the merchant of record for prepaid wireless purchases through our Service. This Refund Policy is part of the Terms of Service at https://mobisend.com/terms. Both documents must be presented and accepted before a new purchase. Personal information is handled under https://mobisend.com/privacy.

This policy covers our US prepaid top-ups and refills. The PIN and other bill-payment rules below apply only to a product MobiSend expressly offers for purchase. International top-ups are not currently available for purchase. Separate product terms must be disclosed before a new product launches.

2. All sales are final after correct delivery

An authorized top-up or refill is final when the carrier has applied the purchased airtime, plan, or credit to the number and carrier in your accepted order. A correctly delivered bill payment is final when the agreed amount has been posted to the biller and account you confirmed. A PIN is delivered when a valid, activated code for the ordered product is made available to you through the agreed channel.

Once correctly delivered as ordered, MobiSend does not provide a refund, cancellation, transfer, or replacement because you changed your mind, no longer need the product, did not use it, misunderstood a billing cycle, or made an error in your confirmed order. Delivery does not require that the recipient use the credit.

An order number, payment authorization, "processing" message, or supplier acceptance alone is not delivery. Delivery confirmations are evidence that we will review against a specific reported problem. An invalid code, an incorrect product we supplied, or service that was not delivered as agreed is handled under Section 4.

The final-sale rule is subject to Section 4, prior binding order terms or refund agreements, and rights that cannot be waived by law.

3. Customer errors, separate payments, and AutoPay

YOU ARE RESPONSIBLE FOR THE PHONE NUMBER OR ACCOUNT NUMBER, CARRIER OR BILLER, PLAN OR PRODUCT, AMOUNT, BILLING DATE, AND TOTAL YOU CONFIRM.

MobiSend LLC is not responsible for a customer-entered wrong number, wrong account, wrong carrier, wrong amount, wrong billing date, wrong plan, incompatible selection, or separately submitted purchase when we correctly deliver the authorized order as confirmed. MobiSend is not required to recover or transfer value from an unintended recipient or issue a courtesy refund for that mistake.

Check your existing account balance, bill due date, pending payments, and carrier AutoPay before ordering. If your carrier also collects an AutoPay payment, a correctly delivered MobiSend refill remains a separate final purchase. Forgetting to disable carrier AutoPay, already having enough credit, or receiving a separate refill from another seller does not establish a duplicate MobiSend charge.

Customer responsibility covers the details you select or enter. If MobiSend changes those details, charges a different amount, or incorrectly configures or executes an agreed AutoPay date, amount, or cadence, that is a MobiSend error governed by Section 4, not a customer mistake.

Two independently authorized MobiSend orders are separate purchases. An accidental excess capture or duplicate charge generated by MobiSend for one authorized order is handled under Section 4.

Review the order summary before purchase and correct errors before confirming. Check the displayed phone or account number, carrier or biller, product, amount, fees, taxes, currency, and total before confirming payment. MobiSend may require an additional confirmation before submitting an order for delivery. If requested, it confirms the same order; it does not authorize a second purchase or increase the accepted total. Changed order details or price require your acceptance before submission. Separately authorized recurring AutoPay payments remain governed by the AutoPay agreement; an additional confirmation requirement for a customer-initiated order does not require a new button click for each scheduled renewal.

4. Non-delivery, merchant errors, invalid products, and unauthorized payments

For card and supported wallet payments that use an authorization, including eligible Amazon Pay and Link transactions when offered, MobiSend authorizes payment first and captures only after confirmed delivery. If delivery fails, we cancel the authorization rather than retain payment. Coinbase Crypto Payments collect the displayed USD total before delivery and use the full-refund rule in Section 5.

A purchase paid entirely with MobiSend USD promo credit uses a separate promotional balance. If the purchase is definitively not delivered or is canceled before supplier submission, we return the credit used for that purchase to its original credit lots. Credit from a bonus whose qualifying purchase was already refunded is reversed within that original lot and does not become spendable again. No unrelated balance is used and no debt is created. An uncertain supplier result remains under review until delivery or non-delivery is established. This restoration returns the original promotional credit; it does not replace a cash or processor refund that is otherwise owed.

If a completed captured charge is associated with a refill that was not delivered as agreed, you are entitled to a full refund of that charge, including its associated processing fee. If we duplicate a charge, overcharge, deliver a materially different product, or supply an invalid PIN, we will investigate and provide the correction, replacement with your agreement, or refund required by this policy or applicable law. We do not substitute store credit for a refund you are entitled to receive without your agreement.

A lawful unauthorized-payment claim is not barred by correct delivery to a number. Delivery and authorization are different questions. We review unauthorized-payment reports and cooperate with the applicable issuer or processor process. Nothing makes an unauthorized cardholder pay the purchase price or a recovery fee merely because a third party obtained service.

Please report a problem promptly, preferably within 30 days of the transaction, so we can locate records and investigate. This support request period does not shorten a statutory or payment-rule deadline, waive a nonwaivable error-correction right, or remove a remedy otherwise required by law.

This policy does not waive applicable credit-card billing-error or electronic-fund-transfer protections, mandatory customer-state rights, or statutory rights concerning errors in an automated transaction. Contacting us first is encouraged but is not required before you contact your issuer, a regulator, or law enforcement.

5. Pending holds, queued refills, and cancellation

An uncaptured authorization may appear as a pending charge. It is a hold, not a completed payment. A refund and cancellation of an authorization are different processes.

A delayed card or supported wallet refill may remain in a queue for up to 4 hours while delivery is checked. Use the cancellation control on its confirmation or payment-status page. Guest cancellation uses the original checkout link or browser proof; an account purchase may require sign-in. A request remains pending until its status confirms cancellation or refund. For an authorization-based payment, MobiSend requests cancellation of the authorization once cancellation is confirmed. Your issuer controls when the hold disappears or available funds update.

For an authorization-based payment, if delivery is not confirmed within the 4-hour queue period, we cancel the authorization. If a refill arrives after your cancellation is confirmed or after the authorization is released, we will not capture payment or seek repayment for that late refill.

For Coinbase Crypto Payments, the four-hour delivery period begins when MobiSend creates the checkout record. If delivery remains unresolved at that cutoff, we initiate a full refund of the original USD amount collected, including the associated MobiSend processing fee. We do not wait for an uncertain supplier result to remove that refund obligation. Any later refill is free, with no recharge or repayment demand. A refund request is not a completed refund; the status page shows provider-confirmed completion separately.

A correctly delivered refill cannot be canceled using the queue procedure. If your status, cancellation, or payment appears incorrect, contact support. A processor status alone does not foreclose review of what actually happened.

6. PINs and other bill payments, if offered

Protect a PIN as you would cash. Do not disclose it to another person unless you intend that person to use it. After valid delivery, failure to use or redeem a code does not by itself create a refund right.

A code that was invalid when supplied, does not match the ordered product, or was not delivered through the agreed channel is eligible for investigation under Section 4. Provider verification may be needed to establish activation, validity, redemption, or misdelivery. Revealing a PIN does not eliminate a remedy for an invalid product we supplied.

For a bill payment, check the biller, account number, amount, and due date. Credit correctly posted as ordered is final despite a separate biller AutoPay payment or a change of mind. A payment sent to the wrong account by MobiSend, not posted as agreed, or charged incorrectly is handled under Section 4. This section does not represent that these product types are currently available.

7. How to request help and receive a refund

Email [email protected] with your MobiSend confirmation number, the recipient phone or account number, carrier or biller, transaction amount, and a short description of the issue. Include relevant carrier or biller information if available. Do not email a full card number, CVV, wallet credential, account password, or one-time login code.

We respond to refund requests within 2 business days. That is a response commitment, not a promise that an external investigation or bank posting is completed within that period.

Approved refunds are issued to the original payment method used for the affected transaction. Apple Pay and Google Pay refunds use the original tokenized payment credential and are routed by the processor and issuer to the underlying payment account. A refund is not separate wallet cash. Where return to the original method is unavailable, any lawful alternative must be expressly agreed and processed securely.

Coinbase processes crypto refunds for the original payment through its supported refund route. The amount is the original USD payment for the affected order, including its associated MobiSend fee; Coinbase conversion, processing, and blockchain confirmation determine the returned token amount and when it appears. A promotional credit purchase is restored to its original promotional balance as described in Section 4.

Card and bank refunds may take 5–10 business days to appear, depending on your issuer or bank. Authorization release timing is also controlled by the issuer; contact it if a released hold remains visible. Crypto refund timing depends on Coinbase processing and blockchain confirmation. We do not promise immediate restoration of available funds.

A full refund of an undelivered or invalid transaction includes its associated processing fee and refundable amounts required by law. For a merchant-error duplicate, the refunded duplicate includes the fee attributable to that duplicate; the separately valid original order and its fee remain unaffected. Any partial adjustment must identify the affected amount and fee treatment. We do not refund the same loss twice.

Only one promotion may apply to an order, with no stacking or split-payment promotions. A refund returns the amount actually paid for that order, including its associated paid processing fee. It also reverses any unspent bonus attributable to the refunded purchase. Already spent promotional value does not authorize a new card, bank, or wallet debit.

If an issuer dispute is already open, tell support so we can coordinate through the processor's dispute process and avoid issuing overlapping credits. An open dispute is not, by itself, proof of fraud or a reason to deny a refund you are legally owed. No required refund is conditioned on withdrawing a lawful dispute or accepting a recovery fee.

8. Payment disputes and intentional abuse

MobiSend has zero tolerance for theft, use of stolen payment methods, fabricated evidence, knowingly false claims about authorization or delivery, and deliberate duplicate recovery for the same loss.

"Intentional dispute abuse" means making a material statement you know is false, or fabricating material evidence, to obtain an unwarranted refund or payment reversal for a transaction you actually authorized and that was delivered as agreed. It does not include an honest mistake, a genuine billing or delivery disagreement, an unauthorized-payment report, or a good-faith exercise of payment rights. Delivery alone does not prove authorization or fraudulent intent.

MobiSend may submit actual order, authorization, delivery, communication, and accepted-policy records to the appropriate processor, issuer, or network in response to a dispute. The applicable dispute process determines its outcome. A refund denial, threatened dispute, lost dispute, or delivered refill alone does not prove intentional abuse.

9. Recovery of unpaid purchases and administrative costs up to $150

If a court determines that an authorized, correctly delivered purchase remains legally owed despite a reversal, you agree to pay the unrecovered amount, subject to applicable law and payment rules.

If a court determines that you committed intentional dispute abuse as defined in Section 8, you agree to reimburse MobiSend for reasonable, documented administrative recovery costs actually caused by that abuse, up to $150 for each affected transaction, to the extent permitted by applicable law and applicable payment rules. This is a maximum recovery amount, not an automatic $150 charge or a minimum fee. It is separate from any unpaid purchase price, but the same cost cannot be recovered again under another label. No fee applies merely because you ask a question, seek a refund, report an unauthorized payment, file a good-faith dispute, or lose a dispute. This provision does not authorize a new debit to your card, wallet, or bank account.

MobiSend may pursue proven, legally recoverable damages caused by actionable intentional fraud, intentional dispute abuse, or independently unlawful extortion. Eligible losses may include processor charges, documented additional processing expenses, reasonable merchant-services restoration costs, and lost net profits proved with reasonable certainty. If that conduct completely destroys the business, a proven market-value measure may be sought only where legally available. MobiSend must establish causation, amount, applicable foreseeability requirements, and legal entitlement, account for reasonable mitigation, and avoid duplicate recovery of profits, business value, or other losses. A payment-processing restriction alone does not make a company valuation your debt. No preset company value, automatic asset transfer, or blanket wage assignment is created by this policy.

If MobiSend obtains an enforceable judgment, it may seek court-authorized collection against nonexempt assets and the legally garnishable portion of earnings, subject to required process, notice, exemption rights, and wage limits. See Terms of Service Section 10 for the matching business-loss and collection provisions. A good-faith dispute or statement that you intend to exercise lawful payment rights is not fraud or extortion merely because MobiSend disagrees.

Reasonable attorney fees, recoverable court costs, and statutory enhanced damages may be sought only where legally available and properly awarded or expressly agreed in a lawful settlement. Reciprocal fee rights and required civil-theft demand/cure procedures remain effective.

Any civil recovery claim will be itemized and limited to the amount legally owed for the affected purchase, plus separately recoverable costs or damages. When calculating unpaid principal, MobiSend subtracts amounts actually retained or finally recovered for that purchase. A temporary issuer credit or pending reversal is not a separate additional debt and does not, by itself, conclusively decide whether the underlying purchase price remains legally owed. A refund, credit, or settlement that MobiSend is legally required or has bindingly agreed to provide will be honored according to its terms and will not be relabeled as unpaid principal. If a later payment, reversal of a credit, processor recovery, settlement, or judgment payment changes the unpaid balance, MobiSend will update the claim and credit all amounts received for the same loss. Principal, administrative costs, damages, and other recoveries will not be counted twice. We will not demand payment for an unauthorized or undelivered order or collect principal already recovered.

MobiSend LLC administers its civil recovery demands and may pursue a recovery action in a court of competent jurisdiction in Miami-Dade County, Florida, where jurisdiction, venue, applicable law, and payment rules permit. This provision does not expand a court's authority or waive a consumer's nonwaivable forum or procedural rights.

We do not debit a stored card, wallet, or bank account for a recovery claim on the basis of these terms alone. We do not invoice or collect a prohibited fee, an unauthorized or undelivered purchase, or amounts already recovered. No recovery claim applies to a late refill delivered after a confirmed cancellation, released authorization, or Coinbase four-hour refund covered by Section 5.

10. Permanent exclusion, lawful reports, and confidential sharing

Documented intentional dispute abuse, theft, stolen payment credentials, or deliberate evasion of a fraud restriction may result in permanent exclusion, including a lifetime restriction on purchases and restricted customer functions across MobiSend properties, to the extent permitted by law. New accounts, other payment methods, devices, false identities, or intermediaries must not be used to evade a notified exclusion.

An exclusion is directed at the person whose intentional abuse is supported by evidence. Sharing a household, IP address, device, phone number, or payment method with that person does not, by itself, establish another person's abuse or impose a lifetime exclusion on them. A mistaken identity or factual finding may be reviewed and corrected through support.

Exclusion does not remove access to support, legally required records, public legal policies, enrollment cancellation or cancellable queued orders, a required refund, correction of mistaken identity, or your issuer and authorities. A good-faith refund request or dispute alone is not grounds for a permanent fraud exclusion. Mere viewing of a public website does not automatically become criminal trespass.

Where actual evidence supports suspected criminal conduct, MobiSend may submit a factual complaint to appropriate authorities and request investigation under applicable theft or fraud laws. Authorities decide investigation and charging; courts decide guilt. Reporting is independent of civil repayment or continued use of lawful dispute rights.

Where records reasonably support each applicable statutory element, a factual complaint may describe suspected conspiracy to commit theft or an ongoing scheme to defraud. A conspiracy requires evidence of an agreement with another person to commit an offense; a scheme allegation requires the course of conduct and intent required by the applicable statute. Shared device or network identifiers, a payment dispute, or delivery alone do not establish those elements. Each referral remains subject to the independent reporting and authority limits in this Section.

Necessary fraud evidence may be shared confidentially with processors, issuers, networks, carriers or billers, contracted fraud-prevention providers, legal advisers, courts, and appropriate authorities, as permitted by law and the Privacy Policy. This policy does not grant permission to publicly expose private customer data or operate a public debtor blacklist. Any public statement about a proceeding must be truthful, lawful, and limited to nonconfidential information, with allegations distinguished from convictions.

See Terms of Service Sections 8–13 for the full matching rules on intentional abuse, recovery, exclusion, evidence, criminal referrals, and information sharing.

11. Earlier orders, accommodations, and changes

For new purchases accepted under this policy, the strict customer-error rule replaces the discretionary 24-hour wrong-number review in earlier versions. Earlier purchases keep the review provided by their accepted version, together with any mandatory legal remedies.

Earlier purchases retain the policy version accepted at purchase and any binding order-specific refund agreement. These new terms do not retroactively eliminate a prior wrong-number review provision, create a recovery fee for an old order, or revoke an agreed refund.

A voluntary accommodation for one transaction does not create a right to accommodations on unrelated future orders. It does not override an express agreement or a mandatory right. Material future changes apply to a new purchase only after presentation and affirmative acceptance.

12. Contact