Refund Policy

01 Overview

Olapoint processes VTU transactions — airtime, data, electricity bills, cable TV subscriptions, and exam result pins — in real time using third-party network providers and service operators. The vast majority of transactions complete successfully and instantly.

However, occasional failures do occur due to network downtime, provider outages, or technical issues beyond our direct control. This policy explains precisely what happens in every scenario and what you are entitled to.

02 Automatic Reversals

When a transaction fails after your wallet has been debited, our system automatically initiates a reversal. No action is required from you.

03 Reversal Timeframes by Service

Different services have different provider response windows. Here are the expected reversal timeframes for each service type:

If the maximum wait time has passed and your wallet has not been credited, contact support immediately. Do not attempt the same transaction again until the reversal is confirmed.

04 What Is and Is Not Refundable

You are entitled to a reversal for:

• Transactions where your wallet was debited but the service was not delivered to the recipient.
• Transactions that received a confirmed failure response from the service provider.
• Transactions that timed out with no delivery confirmation within the provider's window.
• Cases where you were charged the wrong amount due to a platform error.
• Duplicate accidental transactions — subject to investigation and provider confirmation that delivery did not occur twice.

The following are not eligible for reversal or refund:

• Transactions successfully delivered and confirmed by the service provider — airtime received, data activated, token delivered, subscription renewed.
• Purchases made with incorrect recipient details (wrong phone number, meter number, or smartcard number) entered by the user. Always verify details before confirming.
• Transactions where the user changed their mind after a successful delivery.
• Wallet funding amounts — funds added to your wallet cannot be withdrawn back to your bank account under normal circumstances (see Section 6).
• Transactions disputed more than 7 days after the transaction date without a prior support ticket.
• Accounts suspended for violation of our Terms of Service — wallet balances may be forfeited in confirmed fraud cases.

05 How to Raise a Dispute

If you believe a transaction failed and your wallet has not been automatically reversed within the expected timeframe, follow these steps:

06 Wallet Funding & Withdrawals

Your Olapoint wallet is a pre-funded service balance, not a bank account. The following applies to wallet funds:

• Wallet funds are intended exclusively for purchasing VTU services on the Platform.
• We do not offer cash withdrawals or bank transfers of wallet balances under normal circumstances.
• If you wish to close your account and have a remaining wallet balance, contact support@olapoint.com. Withdrawal to a verified Nigerian bank account will be processed after identity verification, provided your account is in good standing and not under investigation.
• Wallet balance refunds on account closure are processed within 5–7 business days after verification is complete.
• Olapoint reserves the right to deduct applicable transaction fees from withdrawal amounts where processing costs are incurred.

07 Electricity Token Disputes

Electricity token transactions involve an additional layer — the DISCO (distribution company) must generate and return a token to us before we can deliver it to you. This makes electricity disputes slightly different:

• If payment was made but no token was received, check your registered email and SMS first — tokens are delivered via both channels.
• If you still have not received your token after 30 minutes, contact support with your meter number, transaction ID, and the amount paid.
• In some cases, the DISCO may have generated the token but there was a delivery failure on our end. We will re-deliver the token at no additional charge.
• If the DISCO confirms the transaction was not processed on their side, a full reversal to your wallet will be issued.
• Tokens that have been successfully generated and vended by the DISCO cannot be reversed, as they have already been applied to your meter by the provider.

08 Cable TV & Exam Pin Disputes

Cable TV (DSTV, GOTV, Startimes):

• Subscription renewals are processed directly by MultiChoice or Startimes. If your subscription was not activated after payment, contact us within 24 hours with your smartcard number and transaction ID.
• Renewals confirmed as activated by the provider are non-refundable.
• If you renewed the wrong package or smartcard, we cannot reverse the transaction once activated by the provider. Please verify your details carefully before confirming.

Exam Result Pins (WAEC / NECO):

• Result checker PINs are generated at the point of purchase. Once a PIN is displayed in your dashboard, the transaction is considered complete and is non-refundable.
• If payment was deducted but no PIN was generated or displayed, contact us immediately and we will investigate and either re-deliver the PIN or reverse the charge.
• Olapoint is not responsible for PIN invalidation by WAEC or NECO after delivery — all usage queries should be directed to the respective exam body.

09 Chargebacks & Payment Disputes

If you funded your Olapoint wallet using a bank card or bank transfer and subsequently raise a chargeback or dispute with your bank or payment provider, the following applies:

• Raising an unjustified chargeback for a transaction that was correctly processed and delivered will result in immediate account suspension.
• We will provide full transaction evidence to your bank or payment provider to contest unjustified chargebacks.
• If a chargeback is upheld by your bank for a legitimate reason (e.g. unauthorised card use), the corresponding wallet balance will be reversed and the account investigated.
• Users who abuse the chargeback process may have their accounts permanently banned and may be referred to the relevant authorities.

10 Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated by updating the "Last Updated" date above, notifying you by email for material changes, and displaying a notice on the Platform. Continued use of the Platform after changes take effect constitutes your acceptance.

11 Contact Us

For any refund or dispute enquiry, reach our support team with your transaction ID ready: