Refund and Billing Policy

Last updated: 3 October 2026

1. How billing works

You pay into a wallet first, and your plan is paid from that wallet.

• Your Castvoo wallet holds US dollars. You add money to it with a top-up.
• Your plan is paid from your wallet when your trial ends and on each renewal date, every month or every year depending on the billing period you chose.
• Current plans and prices are shown at https://castvoo.com/#pricing. There are no setup fees and no add-on fees.
• If you pay in your local currency, we show you the local amount for your US dollar top-up before you pay. That amount is what you are charged, and the US dollar amount is what lands in your wallet.
• Card, bank and mobile money top-ups are handled by Paystack or Flutterwave, depending on your country. You can also top up with USDT (TRC20) or Bitcoin. Through our Gatevoo crypto checkout, crypto top-ups are credited automatically once the network confirms the payment. When you send crypto to an address we show you instead, our team confirms the transaction, usually within a few hours.

2. Free trial

The trial costs nothing. Your 7-day free trial does not need a card, and we do not charge you for it. When it ends, the plan you have chosen is paid from your wallet. If your wallet is short, sending pauses until you top up. Nothing is charged and nothing is owed.

3. Renewals and low balances

If your wallet is short, sending pauses. You never go into debt.

• If your balance is too low for your next renewal, we email you 3 days before the renewal date.
• If the wallet is still short on the renewal date, the renewal does not go through and sending pauses until you top up. Nothing is deleted.
• We never take more than your wallet holds, and we never charge you for a period you did not pay for.
• When a plan ends, we keep your data for 60 days. After that, it is deleted.

4. Refunds of unused top-ups

Changed your mind? Money you have not spent can come back to you.

You can ask for a refund of a wallet top-up if both of these are true:

• you ask within 14 days of the top-up; and
• none of the money from that top-up has been spent.

How refunds are paid:

• Card, bank and mobile money top-ups are refunded to the original payment method.
• Crypto top-ups are refunded in the same coin to an address you give us. Please check the address carefully. Crypto sent to a wrong address cannot be recovered.
• Processor fees and blockchain network fees are not refundable and are taken off the refund.
• Refunds are worked out in US dollars. If your bank or provider converts the refund back into your local currency, the amount you receive may be different because exchange rates change.

5. Bonus credit

Bonus credit is a gift for plans only. Any bonus credit added to a top-up can only be spent on plans. It cannot be refunded, withdrawn or transferred. If you get a refund for a top-up that came with a bonus, the bonus from that top-up is removed from your wallet.

6. Plan payments

Once a billing period starts, its payment is final.

Plan payments are not refundable once a billing period has started. This includes the unused part of a month or a year. When you cancel, your plan keeps running until the end of the period you already paid for, and it does not renew after that.

You can cancel at any time in Settings.

7. Duplicate charges and billing errors

If we got it wrong, you get it all back.

If you were charged twice for the same thing, or charged because of a mistake on our side, we always refund the full amount, including any fees. Write to [email protected] with your receipt number and a short note about what happened.

8. If we suspend your account

Even if we close an account for breaking the rules, unused money is returned.

If we suspend or close your account for breaking our Acceptable Use Policy, we refund your unused wallet balance, not including bonus credit, minus processor or network fees. Plan payments for a period that has already started are not refunded.

9. Chargebacks and payment disputes

Please talk to us first. If something looks wrong with a payment, write to [email protected] before contacting your bank or card provider. Most problems are quicker to fix directly. If a payment is reversed through a chargeback, the amount is removed from your wallet balance.

10. How to ask for a refund

One email is all it takes. Write to [email protected] from the email address on your Castvoo account and include:

• the receipt number of the top-up or payment;
• why you are asking for a refund; and
• for crypto refunds, the address to send the refund to.

We will confirm whether the refund is approved and let you know when it has been sent. After that, the time it takes to reach you depends on your payment provider or the blockchain network.

11. Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed. Changes do not affect refunds for top-ups made before the change.

12. Contact us

Billing questions: [email protected]
Everything else: [email protected]

Zedapex, Lagos, Nigeria