Refund Policy
This draft is tailored to the intended Dave Express VTU platform and must be reviewed by a qualified legal professional before final publication.
Important draft notice
This content is not legal advice. Confirm the effective date, governing law, operational practices, retention periods and any required Nigerian privacy wording before publication.
1. Purpose
This draft explains how Dave Express may review failed, pending, duplicate or disputed VTU transactions. It does not guarantee a refund and must be aligned with actual VTUPress, wallet, provider and bank processes before publication.
2. Successful transactions
A transaction reported as Successful is generally not reversible once airtime, data, a bill payment, subscription or PIN value has been delivered. Customers should first check the recipient or service account and provide evidence if the recorded outcome appears incorrect.
3. Incorrect customer information
Customers are responsible for phone numbers, networks, meter numbers, smart-card/IUC numbers, selected products and other recipient details. Recovery may be impossible where value was delivered using incorrect information supplied by the customer.
4. Failed transactions
A Failed transaction should be reviewed against wallet and provider records. If the service was not delivered and a debit remains after reconciliation, Dave Express may approve a return to the customer’s platform wallet.
5. Pending transactions
A Pending transaction requires investigation before any refund. Customers should avoid repeating the purchase while the provider outcome is unresolved. A pending status alone does not establish that money should immediately be returned.
6. Duplicate debits
Claims involving duplicate wallet or bank debits require the affected transaction references, dates, amounts and supporting evidence. Dave Express must review whether more than one service value was delivered and reconcile the relevant records.
7. Refund method
Where a refund is approved, it may be returned to the Dave Express platform wallet rather than paid in cash. Any bank or payment-gateway return may follow the processing time of the relevant institution. Paystack timing should be added only after the gateway is active.
8. How to request a review
Email davidndi2024@gmail.com or use the verified support channel. Include the account username or email, transaction reference, service, date and approximate time, amount, recipient detail and a screenshot where appropriate.
9. Investigation
Dave Express may compare account, wallet, transaction, provider and payment records and may request additional non-sensitive evidence. Customers must never send a password, transaction PIN, one-time password or full card details.
10. Cases that may not qualify
A request may not qualify where value was successfully delivered, incorrect customer-supplied details were used, the claim cannot be matched to platform records, the request is fraudulent, or a third-party record confirms fulfilment. Final exclusions require legal review.
11. Timing and provider reconciliation
No fixed refund timeframe is promised in this draft. Investigation time depends on the transaction type, provider response, bank or gateway records and the information supplied by the customer.
12. Contact and review notice
Refund questions may be sent to davidndi2024@gmail.com or 08134526122. This policy is a draft requiring legal and operational approval before final publication.