Refund & Dispute Policy

1. Eligible refunds

Refunds are issued when a transaction was charged in error, when a service was not delivered, or when applicable law requires it. Refunds are credited to the original wallet or card used to fund the payment.

2. Non-refundable fees

• Card creation fees for cards that have been successfully issued.
• Currency conversion fees on completed conversions.
• Third-party network fees imposed by Visa, Mastercard or issuing partners.

3. Failed operations

Where an operation fails on our side, we reverse any related charges automatically. This includes:

• Failed wallet funding.
• Failed USD/NGN conversion.
• Failed card creation (fee returned to source wallet).
• Failed withdrawal (funds returned to source wallet).

4. Card disputes

If you do not recognise a card transaction, contact us within 60 days of the transaction date. Provide the card, merchant, amount, date and a description of the issue. We will investigate and, where warranted, file a chargeback with the card network on your behalf.

5. Chargeback handling

Chargebacks are governed by Visa and Mastercard rules. The network makes the final decision. If a chargeback is reversed or lost, the disputed amount will be re-debited from your wallet.

6. Refund timelines

• Internal reversals: within one (1) business day.
• Card refunds from merchants: 5–30 days depending on the merchant and network.
• Chargebacks: typically 30–90 days end to end.