Refund / Failed Digital Fulfilment Policy

Alwelt is a digital-only platform. This page covers failed or pending digital orders. It does not cover physical goods, shipping, courier delivery, pickup, or physical returns — those services are not offered.

What this covers

Airtime, mobile data, utilities, digital vouchers, gift cards, prepaid codes, and other digital value-added services bought through Alwelt’s hosted website checkout, iframe, or webview. The mobile app does not collect or store full card details.

Failed or pending transactions

Digital orders may complete instantly or may be delayed by the provider, the network, payment checks, fraud review, a supplier outage, incorrect details, or a technical error.

If an order fails and you have been charged, Alwelt may retry fulfilment, credit your account, issue a refund, or take another reasonable step, depending on the facts and applicable law. Refunds may also depend on the payment provider, supplier, or app-store rules.

Incorrect recipient details

You are responsible for the phone number, email, meter number, utility account, customer ID, gamer tag, or other identifier you enter. Fulfilment sent to those details may be irreversible.

How to contact us

Email help@alwelt.com with the order or transaction reference. Do not send card numbers, passwords, or one-time codes.

See also Terms & Conditions sections 5 and 6.