Refund Policy

This page explains, in simple words, when and how you get your money back on Kavopay.

VERSION 1.0

1. Purchase did not go through

This covers airtime, data, bill payments, gift cards, virtual numbers, domain registrations and any other service we add to Kavopay in the future. If your wallet was charged but the purchase did not complete, the money goes back to your Kavopay wallet automatically. This is usually instant. If a provider is having an outage, it can take a little longer, but you will not lose your money.

2. Purchase completed successfully

When airtime, data, a bill payment, a gift card or any other service has been delivered, it cannot be taken back. Please check the phone number, meter number or account details before you confirm. If you sent something to the wrong number by mistake, contact us quickly and we will try to help, but we cannot promise a refund.

3. Bank transfers

Some transfers to bank accounts can take 2 to 5 business days to show. A delay does not mean the transfer failed. Check your transaction history for the status.

If a transfer was sent by mistake, was not authorized, or looks like fraud, send us proof such as a receipt or transaction reference. We will investigate with our payment partner, Flutterwave, and if it is right to do so, the money will be returned to the sender.

4. Wallet funding

If you paid to fund your wallet and the money has not appeared, do not pay again. Send us the payment reference and we will check it. Money that was received will be added to your wallet. Money that was not received will be returned by your bank or payment provider.

5. Duplicate charges

If you were charged twice for the same thing, send us both references. We will confirm the extra charge and return it to your wallet.

6. How to ask for a refund

Email [email protected]
Write the email you use on Kavopay
Add the transaction reference, the amount and the date
Add a screenshot or receipt if you have one

Please do not send your password, PIN or full NIN by email.

7. What happens next

We will check your request, tell you what we found, and give you the money back where it is due. Refunds go to your Kavopay wallet unless we tell you otherwise. We may ask for more information to confirm your identity or to stop fraud.

8. Changes to this policy

We may update this page from time to time. The version at the top will change when we do. See also our Terms of Service and Privacy Policy.