Refund and Failed-Transaction Reversal Policy

VeltPay is a financial technology platform owned and operated by Tech Savvy Labs Ltd, with payment processing and virtual accounts powered by licensed financial partners.

This policy says what happens to your money when something you paid for on VeltPay or SubAndWin doesn't go through, how long it takes to come back, and what can't be reversed. It is part of the Terms of Use.

The rule behind all of it: you are never charged for something you didn't get. When a payment fails, what you paid, fees included, goes back to where it came from. Most of the time that happens by itself, in minutes.

• Delivered: most orders are delivered in seconds. A delivered order (airtime, data, an electricity token, a TV subscription) can't be reversed, because the network or the biller has already given the value.
• Failed: if the provider can't deliver, the full amount, service charge included, goes back to your VeltPay wallet automatically, and the order shows Refunded. This usually takes a few minutes.
• On its way: if the provider hasn't given a final answer, we ask again every 2 minutes. You don't need to do anything, and you shouldn't pay again for the same thing while it shows On its way.
• If there is still no final answer after 24 hours, a person on our team takes it up with the provider and settles it, as delivered or refunded, within 2 business days.
• A wrong number or meter: check the number, the network and the name on a meter before you confirm. An order delivered to the number or meter you entered can't be reversed by us. Tell us at once and we will ask the provider, but we can't promise a recovery.

• A transfer to another VeltPay customer's @VeltTag is final once it shows Sent: the money is in their wallet. Check the name shown before you confirm.
• Under Review: some transfers are checked by our team before they move. The money is held, not lost. It is released to the recipient or returned to you in full, normally within 1 business day.
• Sent to the wrong person: tell us at once in the app. We can ask the recipient to return it and, where the law allows, hold what hasn't been spent, but we can't take money back from someone's wallet without a lawful reason.

• Adding money by bank transfer: it reaches your wallet when our partner bank confirms it, usually within minutes. If your bank shows it as sent and it hasn't arrived after 30 minutes, tell us and send the transfer receipt.
• A transfer in that can't be accepted (for example, one our rules or our partner's don't allow) is returned to the account it came from.
• Adding money by card: if your card or bank was charged and the payment didn't complete, your bank reverses it. Banks usually do this within 24 hours; it can take up to 5 business days, and the time is the bank's.
• Withdrawing to your bank: if the transfer fails, the full amount goes back to your VeltPay wallet automatically, usually within minutes of the bank's answer.
• A withdrawal that shows Processing is still with the banks. We ask about it every 2 minutes. If it has no final answer after 24 hours, our team settles it within 2 business days.

The VeltPay Virtual USD Visa card is issued through our card partner, Bitnob. Card balances are in US dollars and aren't a bank deposit.

• Making a card or adding money to it: if our card partner doesn't complete it, what you paid (naira or Digital Dollars, fees included) goes back to the wallet it came from automatically, usually within minutes.
• If the partner's answer isn't clear, we ask again every 2 minutes, and a person settles what is still open within 2 business days.
• A payment a merchant declines doesn't leave your card. A refund from a merchant comes back to your card when the merchant sends it; card networks can take 5 to 10 business days.
• A payment you don't recognise: freeze the card in the app at once and tell us. We raise it with our card partner under the card network's rules.
• Closing a card: the balance left on it comes back to your wallet, less any amount our card partner keeps under its rules, which the app shows before you confirm.

• Buying, selling or converting: if an order fails, what was held for it (naira or coins) is released back to you automatically.
• Sending to an outside wallet: if the send fails, the amount and the network fee both come back. A send that the network has confirmed can't be reversed by anyone, so check the address and the network before you confirm.
• Receiving: send only the coin and network shown with your deposit address. A deposit of another coin, or on another network, may not be recoverable.

• In the app: open the transaction and tap Need help?. The chat opens with the transaction attached, which is the fastest way.
• By email: write to us from the address on your account, with the date, the amount and the reference on the receipt.
• A person replies within 1 business day, and tells you what happens next and by when.
• We never ask for your PIN, your password or a sign-in code to give a refund. Anyone who does is not us.

Email: support@veltpay.app

• Value that was delivered as ordered: airtime, data, tokens and subscriptions that reached the number, meter or decoder you entered.
• Transfers and on-chain sends that were completed to the @VeltTag, account or address you confirmed.
• Fees for a service that was completed. Where a service fails, its fees are refunded with it.
• Free entries to the fan reward pool have no cash value and aren't refunded or exchanged.

Ask for the complaint to be escalated in the same chat or email. A senior member of the team reviews it and replies within 2 business days. Nothing in this policy takes away rights you have under Nigerian consumer protection law, including the right to complain to the Federal Competition and Consumer Protection Commission (FCCPC).

Payments, bank transfers, account numbers and cards on VeltPay are provided through licensed partners (see the Terms of Use); a reversal that depends on a bank or a card network takes the time that bank or network takes, and we will tell you where it stands.