Payment, Refund & Dispute Policy

Customer package payments

Under BYOK or manual transfer, the hotspot operator is the merchant. Customer money goes to the operator’s configured gateway or bank account. The operator is responsible for customer refunds, package disputes and required consumer remedies, using the applicable provider or bank process.

Exentra’s platform fee

Exentra platform fees are currently waived during early access. No fee is reserved or deducted when a verified sale issues customer access.

If a platform fee is introduced later, Exentra will notify operators before it takes effect and will record each applicable deduction and linked refund adjustment clearly. Gateway charges imposed directly on the operator or customer are not Exentra fees.

Platform-wallet top-ups

No wallet top-up is required while the fee waiver is active. Existing wallet credit remains recorded as prepaid Exentra service credit; it is not a bank deposit, savings product or customer-payment balance.

An operator may request review of unused wallet credit. Approval depends on identity verification, absence of unsettled holds, disputes or fees, the original funding method and applicable provider costs. Exentra will not refund credit already consumed by a valid historical platform fee.

Reporting a problem

1. Quote the operator name, payment reference, amount, provider and approximate time.
2. Do not send full card details, secret keys, OTPs or router passwords.
3. Allow Exentra and the operator/provider reasonable time to reconcile webhooks and settlement records.

Unauthorised or fraudulent activity should be reported immediately. Chargebacks do not automatically determine whether hotspot access or a historical Exentra fee was valid; each record will be reconciled against provider evidence and the immutable ledger.