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Legal

Refund Policy

Last updated: 5 October 2026

If a transaction fails, you should get your money back. This page explains how and when.

1. Failed purchases

If a purchase (airtime, data, electricity, cable TV or exam PIN) is confirmed as failed by the provider, we refund the amount to your BTZ wallet automatically.

2. Pending or unclear transactions

Sometimes a provider does not give a clear result straight away. When this happens, we confirm the status with the provider before we refund. This can take longer than a normal failed transaction.

You can see the status of every transaction in the app.

3. Successful but not received

If a transaction shows as successful but you did not receive the value, open a dispute from the transaction page in the app, or contact support. We will investigate within 2 business days.

4. Withdrawals

  • Withdrawals are available Monday to Friday, 10:00am to 7:00pm WAT. Outside these hours they are unavailable and are not queued.
  • Each withdrawal costs ₦50.
  • If a withdrawal fails or is reversed, we refund the full amount to your wallet, including the ₦50 fee.

5. Funding fees

The wallet funding fee (1% of the amount, minimum ₦50, maximum ₦1,500) is not refundable once your wallet has been credited, unless the funding itself is reversed.

6. Chargebacks

If you have a problem with a payment, please contact us first so we can help. Raising a chargeback or reversal with your bank without contacting us may cause delays, and we may hold your account while it is investigated.

7. Contact