Refund Policy

Failed transactions

When a transaction is confirmed as failed and no service was delivered, the amount will normally be returned automatically to the customer’s Umar Data wallet after provider confirmation.

Some transactions may temporarily show as pending while the network, payment processor or service provider completes reconciliation. A pending transaction is not treated as failed until its final status is confirmed.

Duplicate charges

If the same payment or purchase appears to have been charged more than once, contact support with all relevant references. We will compare platform and provider records. A verified duplicate charge will be reversed or refunded through the appropriate channel.

Incorrect customer-supplied details

A successful transaction delivered to a wrong phone number, network, meter, smartcard, betting account or other destination entered by the customer is generally non-refundable because the service has already been fulfilled.

Review every recipient and product detail carefully before entering your transaction PIN and confirming payment. We will still assist with investigation where recovery may be possible, but recovery cannot be guaranteed.

How to request assistance

Report a transaction problem within seven days of the transaction date. Delayed reports may be more difficult to investigate because provider records and reversal windows can be time-limited.

• Your Umar Data username or registered email address.
• The transaction reference.
• The transaction date, service and amount.
• The intended recipient or account details.
• A payment receipt or relevant screenshot where available.
• A brief explanation of the issue. Never include your password or transaction PIN.

Refund method and timing

Approved refunds may be credited to the Umar Data wallet or returned through the original payment channel, depending on how the payment was made and the provider’s reconciliation process.

We aim to complete approved refunds within one to seven business days after verification. Provider, bank or payment-channel processing may occasionally take longer. We will not mark a refund as approved until the underlying transaction has been reasonably verified.

Non-refundable situations

• A service was successfully delivered to the recipient details entered and confirmed by the customer.
• The customer purchased the wrong plan or service and fulfilment was completed.
• The claim is fraudulent, duplicated, unsupported by records or submitted with altered evidence.
• The account was used in violation of the Terms and Conditions, subject always to rights that cannot lawfully be excluded.
• A promotional or non-cash credit has expired or is restricted by clearly disclosed promotional terms.

Escalation and consumer rights

If you disagree with a refund decision, reply with additional evidence and request a review. Umar Data will maintain a complaint record and reassess the available platform and provider information.

You may also pursue any complaint or remedy available under applicable Nigerian law, including contacting the Federal Competition and Consumer Protection Commission where appropriate.