Refund Policy
We stand behind our analysis engine with clear, transparent rules regarding credit consumption, technical errors, and payment reviews.
1. Automatic Credit Reimbursement (Failed Analyses)
Virtu-IQ is built with safety guards to protect your balance:
Zero Risk on Unreadable Screenshots:
If our vision algorithm cannot decipher your uploaded screenshot due to image corruption, blurriness, or server connectivity issues, no credits are deducted (or deducted credits are automatically restored to your wallet).
2. Digital Services & Credit Packages
Because scan credits provide immediate digital algorithmic intelligence upon consumption:
- Consumed Credits: Once a match outcome analysis has been delivered and recorded in your history, the consumed scan credit is strictly non-refundable.
- Unused Balances: If an account holder has purchased a package in error and has not consumed any credits, they may request a refund within 48 hours of payment approval.
- Registration Fees: The one-time registration fee covers account provisioning, database security setup, and verification. It is non-refundable once verified and activated.
3. Payment Review & Mobile Money Disputes
Payments made via Mobile Money (MTN, Telecel, AirtelTigo) are subject to manual or automated verification:
- If a submitted payment reference cannot be matched on our telecommunications statement, it is marked as rejected.
- In the event of an accidental double transfer, our administrators will verify the secondary transaction reference and process a refund to the originating mobile money wallet.
- Refund processing timeframes typically take 24 to 48 business hours once identity and transaction ownership are confirmed.
4. Disputed Outcome Claims
Virtual sporting simulations produce results based on computational simulations. While Virtu-IQ delivers mathematical and statistical outcome extraction, variations in game execution or user wagering timing do not qualify for cash refunds.
If you believe a software glitch occurred during analysis processing, our technical team will inspect the system audit logs and credit your wallet accordingly.
5. How to Submit a Refund Request
To open a review with our finance team, provide the following details:
- Your registered mobile phone number and account name.
- The Mobile Money transaction reference number and exact transfer amount.
- A brief description of the issue or proof of duplicate charge.
Submit your request directly through the help desk or contact our administrative team for prompt resolution.