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. The service fee is non-refundable in all cases.

• 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.

Only the instant the recipient answers correctly. At that point we charge your card for the gift amount and pay it out to the recipient's mobile money number immediately — this is the one and only case where the gift amount moves.

In the rare case that this charge itself fails (for example, your card expired or was cancelled between locking the gift and them answering), the recipient's correct answer still stands — we email you to update your payment method so they can be paid, and your dashboard will show the gift as needing attention.

• 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.