Unauthorized Charges & Refund Requests

Nilo users should always get permission from the payment account owner (their parent, guardian, or adult relative) before making any purchase. Unauthorized charges violate our Terms of Use and may result in the permanent closure of the associated account(s).

Reporting Unauthorized Charges for Credit Card Purchases

If you notice a charge on your credit or debit card that you did not authorize, please contact support@nilo.io before disputing the charge with your bank.

Once a charge has been disputed, a refund cannot be issued due to the payment provider’s dispute process.

When reporting charges make sure to provide the following information:

• The date and amount of each charge

• Billing Name

• The last four digits of the credit/debit card used

• The account email address associated with the purchase

• The username (if known)

• Any attachments you find helpful

Fraud and Refund Investigations

After you report unauthorized credit or debit card charges, Nilo’s billing team will review the case and assist with any eligible refund requests.

Please remember to contact us before disputing a charge with your bank. Once a charge is disputed, Nilo cannot issue a direct or immediate refund while the dispute process is ongoing.

Accounts associated with unauthorized charges may be subject to account suspension or deletion, as this activity violates our Terms of Use.

Additional Help

For more information, please review our Terms of Use, which includes our billing policies.