Eligible cases

• A duplicate payment with a matching reference code.
• A paid top-up that expired before a cardholder could confirm it.
• A charged session where Torna could not issue usable capacity.
• An operator-confirmed pricing or settlement mistake.

Not eligible

• Abuse, spam, credential stuffing, scanning, attacks, or resale that violates the terms.
• Payments sent to a card or wallet that Torna did not issue for that top-up.
• Losses caused by third-party clients, jailbroken device changes, or unsupported manual edits.

How review works

Support needs the top-up reference, approximate payment time, bank/card proof when relevant, and the account email or Telegram identity used to sign in. Confirmed refunds can be returned as wallet credit or paid back through the available treasury path.

Supplier disputes

Supplier payout disputes should include the server id, time window, expected capacity, and any probe or provider evidence. Operators should resolve disputed settlement before withdrawal is marked paid.