Refund policy

1. Payment errors, refunded in money

We refund you in money in these cases:

• you were charged twice for the same purchase;
• you were charged, but the credits never reached your account;
• the amount charged does not match the price shown at the time of purchase.

The refund goes back to the payment method used for the purchase (your Mobile Money account, for example).

2. Credits given back to your account

• If a lab fails to start, the credits taken are given back to you automatically. You do not need to ask.
• If an outage on our side stops you from doing a lab that has started, contact us. Once we have checked, we give you back that lab's credits.

3. What is not refunded

• The credits of a lab that has started, even if you stop it early or let it run out.
• Credits left on your account: they never expire and can still be used for other labs.
• Free credits: welcome credits, and credits given by a school or in a promotion.
• A top-up code that has already been used.
• The credits of an account suspended for breaking the terms of use.

4. Making a request

Message us on WhatsApp (+237 6 96 49 11 72) within 30 days of the payment, with:

• the email address of your MonPremierLab account;
• the date and amount of the payment;
• the transaction reference, or a screenshot of your operator's confirmation message.

We reply within 5 working days. An accepted refund is started within 14 days. How long the money then takes to reach you depends on your operator or bank.

5. Codes bought on WhatsApp

A top-up code bought from our team follows the same rules: it is refunded if it never worked or if the amount paid was wrong, as long as it has not been used.