Refund and Dispute Policy
Last updated: March 25, 2026
1. Failed Purchase Transactions
If a purchase fails and your wallet is debited, we initiate a reversal after verification of provider response. Typical resolution windows depend on transaction type and provider latency.
2. Duplicate or Delayed Fulfillment
Duplicate or delayed transaction cases are reviewed with reference IDs, provider logs, and status audits. Adjustments are applied after confirmation.
3. Wallet Funding Disputes
Funding complaints require payment reference details. We reconcile gateway callbacks, funding records, and wallet balance changes before credit corrections.
4. Fee-Related Clarifications
Deposit fees and service charges shown before confirmation are treated as accepted once payment is submitted. Disputes on unexpected charges are reviewed with transaction evidence.
5. Dispute Submission
Submit disputes with account identifier, transaction reference, date/time, and issue summary. Incomplete requests may delay resolution.
6. Resolution Timeline
Most issues are resolved within 24-72 hours, depending on provider response times and case complexity. Escalated cases may require additional verification steps.
7. Contact
For refund and dispute support, email support@vtopup.ng.