Raklane is prepaid: you add balance to your wallet, and your usage is paid from it. Here's when money can and can't come back to you.
Top-ups aren't refundable
Once a top-up is in your wallet, it can't be refunded or withdrawn to a bank account. It can only be spent on Raklane. It never expires, so you can use it whenever you like.
Usage charges are final
- Pay-as-you-go apps are charged one hour at a time, in advance. An hour that has started isn't refunded, even if you pause, scale down or delete the app during it.
- Dedicated plans are paid in advance for the period you choose. Stopping early doesn't refund the rest of the period.
- Free credit from trials or vouchers has no cash value and is never refunded.
When we send money back
In these cases the money never became balance you could use, so we return it to the bank account it came from:
- You paid twice. You sent the same top-up twice by mistake.
- We couldn't accept your transfer. We rejected your top-up request, or couldn't match your transfer to an account.
- We credited less than you sent. For example, we couldn't confirm part of the transfer. We return the difference.
When we credit your wallet instead
- Our mistake. We charged your wallet wrongly, for example through a billing error, or your app was charged while it couldn't run because of a problem on our side. We put the amount back in your wallet. This credit can be spent on Raklane but not withdrawn.
How to ask
Email support@raklane.com from your account's email address within 30 days of the transfer, with:
- the transfer date and amount;
- the bank and account you sent it from;
- your transfer receipt;
- what went wrong.
We'll reply within 3 business days and decide within 7 business days. If approved, the money is sent back within 14 business days. Bank fees may be deducted if we can't get them back.
Questions
See the FAQ or email support@raklane.com.