Cancellation policy

This policy explains what cancellation means for an askvenda product, and what to do if you cancelled but a charge still appeared. It covers the Verified badge, Premium profile, boosts, Featured placements and vendor portal billing. It does not cancel a job or payment you made directly to a vendor.

What cancellation means

• Stop a renewal: decide not to buy the next term. Because askvenda does not auto-renew, there is no stored card mandate and no future charge to cancel.
• Cancel a pending payment: stop a bank transfer before you send it, or close a card checkout before you complete it. If you already sent money, ask for a refund.
• Close a listing or account: ask us to remove your listing or portal account. Closure is separate from a refund for a product that is already active.

No automatic renewal

Every product is a one-time payment for a fixed term. Verified and Premium run for 12 months. Boosts run for 7 or 30 days. Featured placements run for 7 or 30 days. We do not keep your card on file, do not create a subscription mandate, and do not charge you again when a term ends. You renew only by making a new payment in the vendor portal or on Telegram. If you do not make a new payment, the product expires and no charge follows.

How to cancel

1. Pending bank transfer: do not send the money. Open the vendor portal, go to Billing, and contact support with the payment reference so we can close the pending record. If you already sent the transfer, ask for a refund under the Refund policy.
2. Card checkout: close the Paystack page before you confirm. If the page says the payment succeeded, do not start a second payment. Contact us with the reference.
3. Next renewal: do nothing. There is no automatic charge to stop. You can ignore or delete any renewal reminder you receive.
4. Listing or account closure: use the closure request in the vendor portal or the Contact page. We review it before deleting anything. Closure does not automatically refund an active product; ask for a refund separately if you believe you are entitled to one.

If you cancelled but were still charged

This should not happen because askvenda does not auto-renew. A charge after cancellation usually falls into one of these cases:

• A pending payment completed late: you started a checkout, cancelled or closed the page, but the bank or Paystack later completed the charge. Send us the reference. If we have no activation and the charge was not authorised, we refund it.
• A duplicate payment: you paid once but the bank or checkout created a second charge. We refund the duplicate after checking both records.
• A renewal you made: you made a new payment for a new term, even if you meant to stop. We check the checkout record and the product activation before deciding. If the new term has not been used, we may refund it.
• A charge from another business: the debit may not be from askvenda. Check the reference and descriptor. If it is not ours, contact your bank and the business named on the transaction.

What to send us

1. Your business name and the email or phone on the vendor account.
2. The payment reference, amount, date and last four digits of the card, or the sender bank account name and number for a transfer.
3. The date you cancelled and any confirmation you received. A screenshot of the closed checkout, email or support reply helps.
4. Whether the product activated, and whether you used it after the cancellation date.

Send it through the Contact page with CANCEL in the message, or use Billing in the vendor portal. We reply within 3 working days.

What happens next

• If the charge was unauthorised, duplicate, or made after we confirmed a cancellation, we refund it to the original payment source under the Refund policy.
• If the charge paid for a term you authorised and used, we may decline a refund but will confirm in writing that no further automatic charge will occur.
• If the product is still pending, we close it so it cannot activate. If it is active, we may pause it while we review the dispute.
• We record the decision and the reason. You can appeal within 14 days with new evidence.

Your bank and your rights

Card refunds return through Paystack to the card or bank account that paid. Bank-transfer refunds return only to the same account name that sent the money. We cannot send a refund to a different person. If you believe a charge is unauthorised, tell your bank immediately. A chargeback is your right, but please contact us first so we can fix it faster. Nothing in this policy removes a right you have under Nigerian consumer law.

Contact

Questions about a cancellation: use the Contact page and put CANCEL in your message. See the Payment policy and Terms of use for the rest of the payment terms.