© 2024 Vtrix Pay Infrastructure
Last Updated: February 2026
VtrixPay facilitates instant digital payments through secure third-party gateways like Paystack and Monnify. Due to the immediate fulfillment nature of airtime, data, and utility bills, most successfully processed transactions are final. This policy details how we handle service failures and payment reversals.
All payments made via our integrated gateways are processed in real-time. Once a service provider (MTN, Airtel, Glo, DSTV, etc.) confirms the delivery of a digital product, the transaction is non-refundable.
If your payment is successful but the service is not delivered due to provider downtime, an automatic reversal is triggered.
In the event of a service failure, funds are reversed to your VtrixPay balance or original bank account. While most reversals happen within 30 minutes, gateway-to-bank settlements may take longer depending on Paystack or Monnify and your financial institution's processing times.
If you are charged twice for a single order due to a gateway lag, please contact us immediately with the Paystack or Monnify Reference codes. Once verified, we will initiate a refund for the duplicate charge back to your original payment method.
VtrixPay is not liable for transactions lost due to user error, such as inputting an incorrect phone number, meter number, or selecting the wrong network provider. These transactions cannot be reversed once processed by the carrier.
*Refund speeds are subject to the inter-bank settlement network and Paystack or Monnify's dispute resolution timelines.
Please provide your Transaction Reference, Date, and the Amount. Our team will verify the status with the gateway and provide a resolution.