Refund Policy

When you lock a money gift, we only charge your card the service fee right away. The gift amount itself is never charged unless the recipient answers your question correctly — so if the safe never opens, there's nothing to refund, because nothing beyond the fee was ever taken.

When you send a gift freely (no question), you pay the fee and the gift amount together and the money goes to the recipient straight away. Once it has been paid out it cannot be recalled, so there is nothing to refund.

The service fee is non-refundable in all cases, and is the same whether you lock the gift or not. Locking is a choice you make; if you choose it and the recipient answers wrongly, we apply the condition you set.

These apply to locked gifts only — a free gift is paid in full up front.

• Wrong answer: the moment the recipient's single attempt fails, the safe locks permanently and your card is simply never charged for the gift amount.
• Expiry: if nobody attempts the question before the deadline you chose (1 hour to 7 days), the gift expires the same way — no charge for the gift amount. Expiry is checked every few minutes.
• You don't complete it: if the recipient answers correctly but you don't complete the payment within 48 hours, the gift lapses. Nothing is charged for the gift amount, and we tell the recipient the gift wasn't completed.

Only if the recipient answers correctly. When someone attempts your question, we send you a link. Opening it shows you what happened — and if they got it right, that same page is where you complete the gift by paying the gift amount. You can pay by card or mobile money; we never store or reuse your card details between the two payments.

If they answered wrong, that page simply tells you so, and there is nothing to pay. You are never charged the gift amount for a safe that stayed locked.

• The service fee — it covers payment processing and delivery costs, charged whether or not the safe opens.
• Opened gifts — a correct answer charges your card and pays the money out to the recipient. That payout cannot be recalled.
• Message gifts — the flat fee for locking a message is a service charge, not a held amount, so there is nothing to return.

If the payout to the recipient's mobile money bounces after your card was successfully charged (for example, their wallet can't receive), the gift is flagged in our system and retried — the money is never dropped. If your dashboard shows a gift as "needs attention" for more than 24 hours, email support@bestiesafe.com with the gift link and we'll resolve it manually.

The one-attempt rule is enforced exactly as described in our terms: answers are compared ignoring letter case and extra spaces, with no fuzzy matching. We keep the submitted attempt on record, so if you believe something went wrong technically, contact us and we can review what was actually typed.