Refund Policy

This Refund Policy applies to transactions made through Wiftco and explains how failed, duplicated, reversed or otherwise eligible transactions are handled.

A user may qualify for a refund where:

• A payment was successfully debited but the requested service was not delivered.
• A transaction failed but the customer’s account was debited.
• A customer was charged more than once for the same transaction.
• Wiftco or an upstream service provider confirms that a transaction cannot be completed.
• A transaction is reversed or cancelled before fulfilment where a refund is permitted.

Airtime, data bundles, electricity tokens, cable TV subscriptions and similar digital services are generally non-refundable once successfully delivered to the phone number, meter number, smartcard number or account information supplied by the customer.

If a transaction is marked successful by the service provider and delivered to the information supplied by the customer, Wiftco may be unable to reverse it. Users are responsible for confirming recipient information before completing a transaction.

Where a customer is debited but a transaction fails, Wiftco will investigate with the payment processor or service provider. Where confirmed as failed, the amount will be refunded or reversed to the appropriate wallet or payment source, subject to the payment provider’s processing timeline.

Where a customer is charged multiple times for one transaction, confirmed duplicate charges will be refunded after verification.

Refund requests are reviewed as quickly as possible. Approved refunds initiated by Wiftco will generally be processed within 5–10 business days. Actual settlement time may depend on the customer’s bank, card issuer, payment processor or service provider.

Email support@wiftco.com and provide:

• Full name
• Registered email or phone number
• Transaction reference
• Date of transaction
• Amount
• Service purchased
• Description of the issue
• Screenshot or proof of debit where applicable

Refunds may not be available where:

• A digital service was successfully delivered.
• Incorrect phone numbers, meter numbers, smartcard numbers or other recipient information were supplied by the customer.
• A transaction has already been fulfilled.
• The refund request involves fraud, abuse or a violation of Wiftco’s terms.
• The transaction falls outside an upstream payment or service provider’s refund eligibility requirements.

Wiftco may use third-party payment processors such as Flutterwave and other approved providers to process payments and fulfil digital services. Refunds involving those providers may be subject to their processing timelines and verification requirements. This does not indicate that any particular provider is currently live in production.