Refund policy

Three different things get paid for here and they are refunded differently. Find the one that describes your payment.

You bought a voucher at a hotspot

A voucher is a digital product delivered the moment payment is confirmed, usually within seconds.

Who can refund you depends on whose account your money reached, and you can tell from the name on the charge. Some businesses collect through Vanari and some collect into their own payment account; we are only in the payment path for the first, and we cannot refund money that never came to us. Whichever it is, start with the business running the hotspot: they took the sale either way.

• If you paid and no code appeared, you are entitled to a full refund. Keep the payment reference shown on the page. Contact the business running the hotspot first. If the charge on your statement names Vanari and they cannot resolve it, contact us with the reference and we will refund within 7 working days. If it names the business itself, the money is with them and only they can return it; tell us anyway and we will help you reach them.
• If a code was issued and you have not used it, the business may refund it at their discretion and will void the code when they do. Whether they do is their decision, not ours: they set the price and they took the sale.
• If a code has been used, even partly, it is not refundable. The access it bought has been delivered.
• If the hotspot itself was not working, the business is responsible. We do not provide the internet connection and cannot refund on their behalf without their agreement.

We will always tell you which of the two applies to a payment if you ask with the reference. What we will not do is promise a refund we are not holding the money for.

You are a reseller and topped up a wallet

• Unspent balance is refundable to the account it was paid from, less any bank charges, within 14 working days of a written request to the business you resell for.
• Balance already spent on vouchers is not. Vouchers that have been generated but not yet sold can be voided by the business, which returns their cost to your wallet as a reversing entry. Every one of these movements stays visible in your history.
• A duplicate top-up caused by a double submission is refunded in full. The system is built to prevent it and will normally recognise the repeat and take the money once.

You are a business paying a subscription

• Subscriptions are billed monthly or yearly in advance and can be cancelled at any time, taking effect at the end of the period already paid for.
• Part periods are not refunded, because the service was available for the whole of it.
• If a renewal payment fails, nothing is charged and nothing is owed until it succeeds. We retry the card over the following two weeks and tell you each time. There is no fee for a failed payment.
• If the service was unavailable through our fault for more than 24 hours in a month, tell us and we will credit that month in proportion. This does not cover an outage at your own site, your own uplink, or a power failure.

A payment that could not be fulfilled

If money reaches us but the thing paid for cannot be delivered, the system records the obligation against the payment reference rather than leaving it to be noticed. You will be told what happened, and the amount is refunded in full without you having to ask.

How to ask

Contact us using the details in the footer, quoting the payment reference. We will acknowledge within 2 working days and either refund or explain why not. Refunds go back to the original payment method; we cannot redirect one to a different account.

Chargebacks

If you raise a chargeback with your bank, please tell us as well. We would rather resolve it directly, and a chargeback on an account with an unpaid balance may lead to suspension until it is settled. Vanariwill provide the payment record and the delivery record to your bank when asked.