Refund & cancellation policy

This Refund & Cancellation Policy ("Policy") governs all orders, top-ups, and data plans purchased through the AhCaribe website and mobile applications (collectively, the "Services"). It should be read together with our Terms of Service, which it forms part of.

AhCaribe provides digital prepaid mobile top-ups and data plans that are fulfilled electronically through third-party telecommunications operators. These products are typically delivered instantly and, once delivered to the recipient's mobile account, are consumed immediately and cannot be returned, recovered, or reversed.

By placing an order or completing a purchase, you confirm that you have read, understood, and agreed to this Policy. If you do not agree, please do not use the Services.

All products offered by AhCaribe are:

• Digital and prepaid, with no physical goods shipped
• Delivered electronically to a mobile number you designate
• Typically fulfilled in real time and irrevocable once delivered

Because of this nature, and because the value is credited to a third party's mobile account the moment delivery succeeds, most transactions are final once processed and are exempt from standard "change of mind" cancellation or withdrawal rights to the extent permitted by applicable law.

3.1 Before processing

Because top-ups are normally submitted to the telecom operator within seconds of payment, there is generally no cancellation window once an order is confirmed. You may request a cancellation only during the brief interval before the transaction has been submitted for processing.

Once a transaction enters processing or has been submitted to a telecom provider:

• It can no longer be canceled, paused, or recalled
• Any cancellation request received after submission will be treated as a refund request under Section 4

To request a cancellation, contact support@ahcaribe.com immediately with your order reference. We will honor the request only if the order has not yet been submitted to the operator.

4.1 Non-refundable situations

Except where a refund is required by applicable consumer-protection law, refunds will not be issued in the following cases:

• The top-up or plan was successfully delivered to the number provided
• An incorrect, inactive, or invalid phone number was provided by the user
• An incorrect country, carrier, or product was selected by the user
• The recipient's device, SIM, or plan is incompatible with the product purchased
• The user changes their mind after the order has been submitted or delivered
• Service limitations, promotional rules, or restrictions imposed by the mobile operator

If a refund is approved:

• It will be issued to the original payment method used for the purchase; we cannot refund to a different card, account, or person
• Processing time depends on your payment provider and is typically 5–10 business days after approval before the funds appear on your statement

Refunds are issued in the original currency of the transaction. Any non-recoverable third-party fees or currency-conversion differences may be deducted where permitted by applicable law, and we will confirm the final refunded amount when the request is approved.

Users are solely responsible for ensuring that all transaction details are accurate before confirming an order, including:

• The recipient's phone number, including country code
• The destination country
• The carrier and selected product or plan (if applicable)

AhCaribe is not responsible for failed, misdirected, or wasted top-ups that result from incorrect, outdated, or incomplete information provided by the user.

Top-ups successfully delivered to a wrong but valid number entered by the user are not eligible for refunds, as the service was performed as instructed.

If you believe a transaction was charged but not delivered, please act promptly:

• Contact our support team at support@ahcaribe.com, ideally within 30 days of the transaction, with your order reference
• Allow us to investigate and confirm the delivery status with the relevant telecom and payment providers

If the service is confirmed as not delivered, we will issue a full refund to your original payment method or, at your option and where available, re-attempt delivery at no additional cost.

If you believe a transaction on your account or payment method was unauthorized:

• Contact us immediately at support@ahcaribe.com and notify your bank or card issuer

Upon receiving your report we will investigate and may:

• Temporarily suspend or restrict the affected account
• Request identity verification or supporting documentation
• Coordinate with payment providers and, where appropriate, the relevant authorities

Refunds for confirmed unauthorized transactions will be handled in accordance with applicable laws and the policies of the relevant payment provider.

Before initiating a chargeback or payment dispute with your bank, you agree to first contact AhCaribe support so we have a reasonable opportunity to investigate and resolve the issue, which is usually the fastest path to a resolution.

Chargebacks filed for services that were correctly delivered, or that are otherwise unwarranted or fraudulent, may result in:

• Suspension or termination of your account and access to the Services
• Additional investigation and the provision of delivery evidence to the payment provider

To request a refund or report a problem with an order, follow these steps:

• Email support@ahcaribe.com, or use the in-app or website support channel, from the contact details associated with your order
• Submit your claim promptly, ideally within 30 days of the transaction date
• Clearly describe the issue and the outcome you are requesting (refund or re-delivery)
• Respond to any follow-up questions so we can complete our review without delay

To help us process your claim quickly, please include:

• The order or transaction reference and the date and time of purchase
• The recipient phone number, destination country, and carrier used
• The amount charged and the payment method used

We aim to acknowledge claims within 2 business days and to resolve eligible claims within 10 business days of receiving all required information. Approved refunds are then processed as described in Section 5.

We may update this Policy from time to time to reflect changes in our Services, payment partners, or legal obligations.

Any changes will be posted on this page with an updated "Last Updated" date, and the version in effect at the time of your purchase will apply to that order.

For refund or cancellation requests, or any questions about this Policy, contact our support team at support@ahcaribe.com.

Please include your order reference and the details listed in Section 10 so we can assist you as quickly as possible.