At NALA, we understand that every transaction you send with us is valuable to you. Once a transaction fails on the first attempt, we will push the transaction to the recipient 2 more times to ensure that we can process the transaction to your intended recipient. If the transaction fails on the 3rd attempt, we will initiate a refund to the payment source. This means that if you paid for your transaction via bank transfer, via card or via your NALA wallet, we will initiate a refund to the payment method used.

Note that adding funds to your NALA wallet or back to your bank (for transactions paid using bank transfer) is instantaneous. However, refunds to your card are usually posted within 3 - 5 business days but, in rare cases, it can take up to 28 business days. This depends on the type of payment method that you used and your bank's relationship with our debit card processor.

Kindly contact customer support via Mama NALA or mamanala@nala.com for refund request on failed transfers.