Refund Policy

WavePay Refund Policy
Last Updated: February 24, 2025

At WavePay, we strive to ensure every transaction through our mobile and web-based payment platform is seamless and reliable. This Refund Policy explains when and how you may be eligible for a refund, as well as the process to request one. By using WavePay (“Services”), you agree to this policy alongside our Terms and Conditions.

1. Refund Eligibility
We process refunds only in specific cases:

WavePay Error: A transaction fails due to a technical issue on our end (e.g., app glitch, server downtime).
Duplicate Transaction: You’re charged twice for the same transaction due to our system error.
Fraud or Unauthorized Use: A transaction is confirmed as fraudulent or unauthorized, reported within 24 hours, and verified by us.
Non-Refundable Cases:

Completed transactions (e.g., money sent to another user or merchant) are final unless they meet the above criteria.
Errors by third parties (e.g., banks, mobile money providers, or recipient mistakes) are outside our control and not refundable by WavePay.
User errors (e.g., sending to the wrong recipient, entering incorrect amounts) do not qualify for refunds from us.
2. Refund Process
To request a refund:

Contact Us: Reach out within 24 hours of the transaction via:
Email: support@wavepay.ng
Include: Your full name, registered phone number, transaction ID, date/time, and a brief explanation.
Review: We’ll investigate within 5 business days, verifying the issue against our records and third-party partners if needed.
Resolution: If approved, refunds are credited to your original payment method or WavePay wallet within 7–14 business days, depending on partner processing times.
3. Conditions
Currency: Refunds are issued in the original transaction currency (e.g., NGN for Nigeria).
Fees: Transaction fees may not be refunded unless the error is solely ours.
Disputes: If you initiate a chargeback with your bank instead of contacting us, we reserve the right to suspend your account pending resolution.
Limits: We may deny refunds if you’ve abused our Services or violated our Terms and Conditions.
4. Third-Party Transactions
WavePay relies on banks, mobile money providers, and other partners to process payments. Delays, errors, or disputes arising from these third parties are their responsibility. We’ll assist in coordinating with them but cannot guarantee refunds for their issues.

5. Changes to This Policy
We may update this Refund Policy as our Services evolve. Check the “Last Updated” date above. We’ll notify you of major changes via email or in-app alerts. Continued use means you accept the updated terms.

6. Contact Us
Questions about a refund? Get in touch:

Email: support@wavepay.ng 
Support: As a virtual platform, all requests are handled electronically; response times may vary based on volume.