This policy explains when and how refunds are processed for purchases made on Ethio-Viral.
1. Digital goods are non-refundable once delivered
Because digital products (airtime, gift cards, eSIMs, game credits, subscriptions) are delivered instantly and cannot be "returned," all successfully delivered orders are final and non-refundable.
2. When you ARE entitled to a refund
You are entitled to a full refund to your Ethio-Viral wallet balance if any of the following occurs:
• Your order fails and the product is never delivered. • You are charged but the order is not fulfilled within 24 hours. • The delivered product is materially different from what was described (e.g., wrong denomination, wrong country). • A technical error on our side prevents delivery.
3. How refunds work
Automatic refunds: If our system detects a failed fulfillment, your wallet is credited automatically — no action required from you.
Manual refund requests: If you believe you are entitled to a refund and it was not processed automatically, open a support ticket from the Help page or contact us on Telegram at @ethioviral_support within 7 days of the order.
Refunds are credited to your Ethio-Viral wallet balance. We do not process refunds directly to bank accounts or mobile money.
4. Non-refundable situations
Refunds will NOT be issued for:
• Orders delivered successfully to the recipient details you provided. • Incorrect recipient details entered by you (wrong phone number, wrong email). • Change of mind after delivery. • Products redeemed or partially used. • Price differences due to exchange rate fluctuations.
5. Processing time
Automatic refunds are instant. Manual refund requests are reviewed and processed within 3 business days.
6. Contact us
For refund questions, visit the Help page or contact us on Telegram at @ethioviral_support.