MyTopupNG1. Overview
At MyTopupNG, operated by Kuuza Africa Technologies Limited, we are committed to fair, transparent, and seamless refund practices. Because we act as an aggregator for digital services, our refund policy relies on automated systems synchronized with our primary service providers.
2. Automatic Refunds
Our system is designed to protect your wallet balance. Your wallet is debited instantly when you initiate a purchase. However, if the underlying service provider (e.g., MTN, Airtel, DISCOs) fails to deliver the service and returns a failure status to our servers, the exact debited amount is automatically reversed back to your MyTopupNG wallet.
In 99% of cases, this reversal is instant. You do not need to create a manual support ticket for automated failures.
3. Eligibility for Refunds
Transactions are eligible for a refund/reversal strictly under the following conditions:
- The service provider explicitly reports a "Failed" delivery status via webhook.
- A network timeout occurs where delivery cannot be confirmed by the provider after the maximum polling period.
- The system encounters an internal error preventing the order from being dispatched after the wallet was debited.
4. Non-Refundable Transactions
The following scenarios are strictly non-refundable:
- Successfully Delivered Services: If the service provider returns a "Success" status, the transaction is final. We cannot reverse data, airtime, electricity tokens, cable TV subscriptions, or exam PINs once they are successfully generated or delivered.
- User Error: If you enter an incorrect phone number, smartcard number, or meter number, and the transaction is successfully delivered to that incorrect destination, we cannot issue a refund. Please verify all recipient details before entering your transaction PIN.
- Bank Charges: Any stamp duties, SMS charges, or transfer fees deducted by your local bank when funding your wallet are outside our control and cannot be refunded by MyTopupNG.
5. Refund Process
When a refund is triggered:
- The system detects the failure status.
- An instant credit is applied to your wallet balance.
- A new ledger entry marked as "Reversal" is created in your Wallet History, referencing the original failed transaction ID.
- A system notification is sent to your account dashboard.
6. Refund Timeline
Automated Reversals: Instant (within seconds of the failure confirmation).
Delayed Failures: Sometimes, a transaction is held in a "Processing" state by the network provider. Once the provider finalizes the status as failed (which can take up to 24 hours), the reversal is processed immediately.
Manual Disputes: If a transaction is marked as successful but you claim non-receipt, we must escalate it to the service provider. Their investigation can take 24 to 72 business hours. Refunds are only issued if the provider acknowledges a failed delivery.
7. Wallet Funding Refunds
Funds successfully transferred into your MyTopupNG wallet are meant for purchasing platform services and cannot be directly withdrawn back to a bank account. If your bank debit is successful but your MyTopupNG wallet is not funded after 24 hours, the issue is likely a failed inter-bank settlement. In such cases, your bank will automatically reverse the funds to your local bank account within 24-48 hours.
8. Disputes & Contact
If you believe a transaction failed but was not reversed after 24 hours, please contact our support team with the relevant Transaction Reference Number.
Email: support@mytopupng.com