Refund policy

When refunds happen automatically

• Unclaimed gifts: if a SmartAza expires before being claimed, the full amount returns to the sender's Owoche wallet.
• Cancellation by sender: a sender can cancel any unclaimed gift inside the Owoche app — the full amount returns instantly.
• Sender-approval rejection: if the sender rejects a claim request, escrow funds return to the sender.

When refunds require investigation

• Technical errors on the SmartAza platform that prevent delivery.
• Duplicate transactions caused by a system error.
• Fraudulent transactions reported and verified by our fraud team.

Not refundable

• Gifts that were successfully claimed by a recipient.
• User input errors (e.g. cashout sent to the wrong bank account that resolves to a valid name).
• The creation fee charged at sending time.

How to request

Email support@owoche.online within seven (7) days of the transaction with the token reference. We respond within 5–7 business days.