This policy explains what happens when a purchase does not go through, and how to get help. It forms part of our Terms & Conditions.
1. Failed purchases are refunded automatically
If a provider tells us a purchase failed, we refund the full amount to your account straight away, without you asking. You will see a "Refund" entry in your transaction history with the original reference.
- If you paid partly from your cashback balance, that part goes back to your cashback balance and the rest to your main wallet.
- Each purchase is refunded once only.
2. "Processing" purchases
Sometimes a provider takes longer to confirm. The purchase then shows Processing. We keep checking with the provider: if it is delivered, it changes to Successful; if it fails, it is refunded as above. Please do not buy again for the same recipient while a purchase is still processing, or you may be charged twice.
3. Part-delivered orders
If an order for several items (for example recharge card or data PINs) is only partly delivered, we refund the part that was not delivered, automatically.
4. When we cannot refund
- Wrong details entered by you. A purchase delivered to the phone number, smartcard/IUC, meter or profile you entered cannot be reversed by us. We will try to help, but recovery depends on the provider and the recipient.
- Delivered PINs, tokens and vouchers that have been shown to you or used.
- Provider-side problems after delivery, for example a network or disco not applying a delivered token correctly. We will raise it with the provider for you.
5. Wallet funding
Money you send to your funding account is credited when our payment partner confirms it. If a transfer does not appear, contact support with your bank receipt; we will check with the payment partner. If a transfer cannot be credited, it is returned to the sending account through the bank.
6. Other services
- Business name / company registration: if your application is rejected and cannot be completed, the fee is refunded to your wallet.
- Shop orders: a cancelled order is refunded to your wallet and the items are returned to stock.
- Airtime to cash: a declined request is not credited; the airtime transfer itself cannot be reversed by us.
7. Reporting a problem
If something looks wrong, contact us within 7 days of the transaction with:
- the transaction reference (from your receipt or transaction history),
- what went wrong, and any screenshot or message from the provider.
We aim to resolve reported problems within 3 working days. Where a refund is due, it is paid to your wallet. If you are closing your account, we can refund your remaining balance to a bank account in your name after verification.
Contact: Plusonedata26@gmail.com · 09129307802 · WhatsApp 07040558188 · or Support in the app.
This policy does not limit any rights you have under the Federal Competition and Consumer Protection Act.