Refund Policy
Updated 1 July 2026
valnaa is a prepaid digital service. This explains when you are and aren't charged, and how refunds work.
Failed or unconfirmed payments
If a Mobile Money charge fails or you don't approve it on your phone, your plan does not activate and you are not charged. If money left your account but the plan did not activate, contact us with the transaction reference and we will reconcile or refund it.
Activated plans
Because access begins immediately and the underlying usage is consumed in real time, an activated month is generally non-refundable. If the service was unusable for a significant part of your paid period due to a fault on our side, contact us and we will make it right with a credit or a pro-rated refund at our discretion.
How to request
Email hello@valnaa.com with your account email and the payment reference. We aim to respond within a few business days.