Refund policy

1. Failed orders return automatically

When an order fails, the money that was on hold goes straight back to your wallet. You will see "Failed" and "₦X is back in your wallet" on the order. You do not need to contact us.

Some orders stay "Pending" while we confirm the result with the provider. Pending money is on hold, not spent. We keep checking until the order settles as success or failed.

Rarely, an order shown as success is later confirmed undelivered. We then reverse it and the order shows "Reversed" with the money back in your wallet. If an order we returned is later confirmed delivered, we recover the amount from your wallet (see Terms).

2. If something went wrong

If you were charged but did not receive value, or you were charged twice, report it from the order in the app (Report a problem) or open a ticket. Include the order ID.

• First reply within 2 hours between 8am and 10pm WAT; reports after 10pm are answered by 10am.
• We acknowledge every dispute within 24 hours and aim to resolve it within 72 hours.
• If we find the order was not delivered, we return the amount to your wallet and mark the order Reversed.

3. Refunds to your bank account

Wallet money is for spending and cannot be cashed out. You can, however, have your balance refunded to your own bank account:

• Tier 2 customers can request a refund in the app to a verified bank account in the same name as their KYC record.
• Customers below tier 2, including customers of white-label storefronts, can ask support for a refund to the bank account that funded the wallet, if the sender name matches the KYC name. A person reviews these requests.
• Your first refund, and any refund above ₦50,000, waits for review before it is paid.
• A refund-to-bank fee of ₦50 applies to each refund (see Fees).
• Refunds to bank are paused for 72 hours after a PIN reset, a new-device sign-in or a bank account change.
• If a bank returns a refund, the money goes back to your wallet and we tell you.

4. Wrong recipient

Please check the number, meter or smartcard before you confirm. Once an order is delivered to the number or account you entered, the value is with that recipient and we cannot recover or refund it. If the order is still pending, contact us at once and we will try to stop it.

5. Exam pins

Exam pins (WAEC, NECO, NABTEB, JAMB) are non-refundable once they have been shown to you, because anyone who sees a pin can use it. If a pin you received does not work, report it within [DAYS] days and we will check its status with the exam body; if it was invalid when issued, we will replace it or refund you.

6. Electricity tokens

• If a token will not load, first check that the meter number matches the receipt, and enter any KCT (key change) tokens shown on the receipt in order before the main token.
• If it still fails, report it with a photo of the meter error. We check with the distribution company and either get a valid token re-issued or refund you if the token was never valid.
• Tokens delivered to the wrong meter number cannot be refunded.

7. Bank recalls and fraud

If a bank or payment provider recalls a transfer that funded your wallet, for example because the sender reported it as fraud, we deduct the recalled amount from your available balance. Any shortfall becomes an amount you owe us, and the wallet is frozen while we review it. We do not refund orders paid for with money that is later recalled.

8. Customers of white-label storefronts

If you buy on a storefront run by a KudiVend white-label partner, that business handles your support questions. KudiVend processes the payments and the refunds: failed orders return to your storefront wallet automatically, and refunds to bank follow the same rules as above.

9. Guest checkout (buying without an account)

When you buy without an account you pay by bank transfer to a one-time account number that is valid for 30 minutes and for the exact total (price plus a checkout fee of ₦100). Refunds always go back to the bank account the money came from, automatically:

• Order fails: the full amount, including the checkout fee, is refunded.
• You paid more than the total: your order goes ahead and the extra is refunded in full.
• You paid less than the total: no order is placed and the money is refunded minus a transfer fee of ₦50.
• You paid after the checkout expired, or paid twice: the payment is refunded minus ₦50. Transfers that land up to 5 minutes after the timer still count, and several part-payments within the window are added together.
• Payment from a blocked account or over the guest limits: no order is placed and the full amount is refunded; the checkout is flagged for review.
• Very small refunds: if the amount to return is ₦50 or less, it is kept and we tell you.
• If a refund can't be sent (the sender details are missing or the transfer fails), we ask you to add a bank account in the payer's name; KudiVend reviews it before paying.
• Pending orders are checked with the provider like any other order before we decide on a refund.
• Refunds use the refund id as the transfer reference. Wrong-recipient and exam pin rules above still apply. If a payment is recalled by the sending bank, we block the recipient, device, IP address and contact from guest checkout; the paying account is treated as a victim.

Lost your receipt? Use Find my order and we will send the private order link to the phone or email you gave at checkout.