Legal

Refund policy

What happens if a top-up is charged but your BentBucks aren’t applied correctly.

Version 1.0 — Effective November 1, 2026

In short

  • If you paid for a top-up and the BentBucks weren’t credited correctly, we will fix it.
  • We add the missing BentBucks to your wallet or, if you prefer, refund the amount to your original payment method.
  • Report the problem to info@bentbucks.com within 30 days of the payment.
  • Please contact us first. We can usually fix it faster than PayPal or your card issuer, and you keep your rights either way.

1. Scope of this policy

BentBucks is a credit system for use across our platforms. It is not a bank, e-money institution or peer-to-peer money service, and BentBucks cannot be transferred to other users or withdrawn as cash.

This policy covers one situation: a payment to top up your BentBucks wallet was taken, but the BentBucks were not credited to your wallet correctly. It applies to top-ups made by credit/debit card and by PayPal. Problems with other funding methods (bank transfer, gift card exchange, cryptocurrency and local payment options) are handled case by case. Email us and we will help.

2. When you are eligible

You are eligible for a correction or refund if any of the following happened:

Payment taken, no BentBucks

You were charged, but no BentBucks were added to your wallet.

Too few BentBucks credited

Fewer BentBucks were added than the amount you paid, after the processing fee shown on the top-up page.

Charged more than once

The same top-up was charged two or more times.

Wrong amount charged

The amount charged doesn’t match the amount you entered on the top-up page.

3. How we put it right

Once we have confirmed the payment with our payment processor, we will do one of the following:

  • Credit the missing BentBucks to your wallet. This is usually the fastest option.
  • Refund the amount that was not credited to your original payment method (the same card or PayPal account), if you prefer.
  • Refund duplicate or excess charges in full to your original payment method.

When a refund is due to an error on our side, we refund the full amount charged for the affected payment, including the processing fee. We aim to resolve confirmed issues within 5 business days. Card and PayPal refunds can then take a further 5–10 business days to appear on your statement, depending on your bank or PayPal.

4. What this policy does not cover

  • The processing fee shown on the top-up page before you paid. It is deducted before conversion on card and PayPal top-ups, so receiving slightly fewer BentBucks than the amount paid is expected and is not an error.
  • Top-ups that were credited correctly, including when you changed your mind after the BentBucks were added.
  • BentBucks you have already spent on our platforms.
  • Payments that were declined or cancelled. No money is taken in these cases. If your bank shows a pending amount, it is usually released automatically by your bank.

5. How to report a problem

  1. Check your wallet balance and transaction history. Credits usually appear within a few seconds, but can occasionally take a little longer.
  2. Email info@bentbucks.com from the address linked to your BentBucks account, within 30 days of the payment.
  3. Include the date, the amount, how you paid (card or PayPal) and, if you have it, the PayPal transaction ID or the last four digits of your card. Never send your full card number.

We will reply to confirm we’re looking into it.

6. Payment disputes and friendly fraud

If you have a problem with a top-up, please contact us before contacting PayPal, your bank or your card issuer. We can resolve most credit problems directly and quickly. You remain free to contact them at any time, and a genuine complaint will never be held against you.

Falsely disputing a top-up you made and received (“friendly fraud”), for example by claiming it was unauthorised, is different. In that case we will send our records to the payment processor to contest the dispute, we may suspend your account while the dispute is open, and the disputed BentBucks will be removed from your wallet.

Read more about payment support and friendly fraud →

7. Your statutory rights

This policy does not affect any rights you have under the consumer protection laws that apply to you.

See also: Payment support · Terms of service · FAQ · Contact