Once S Credits have been added to your wallet, the purchase is final. S Credits cannot be refunded, exchanged back into the currency you paid with, or transferred to another account — whether or not they have been spent yet.
If a payment fails, no S Credits are added and the charge should not go through with your bank or card issuer. If the same top-up is processed twice due to a network issue or retry, our system recognizes the duplicate payment event and adds S Credits only once — contact support with your request ID if you still see an unexpected duplicate charge on your statement.
Filing a chargeback or payment dispute with your bank instead of contacting support first will result in the corresponding S Credits being removed from your wallet through a negative adjustment entry, visible on your ledger. If you have already spent more than what remains in your wallet, the account may be frozen while we investigate.
When you report a payment issue, include the request ID shown on the failed action or in your transaction history — it lets us find the exact event without you needing to describe it in detail.
See also our Terms of Service and What are S Credits.