Refund policy

This policy explains who handles a refund, where the money returns, and what you agreed to when you paid askvenda. It covers every paid listing product: the Verified badge, Premium profile, boosts and Featured placements. It does not cover a payment you made directly to a vendor for goods or services. That payment is between you and the vendor. See Dispute resolution if a vendor job goes wrong.

Who is involved

• You, the payer: the vendor account holder named on the payment, and the bank or card used. Only the payer can request a refund.
• askvenda: the seller of the listing products. Our finance desk checks the payment, the activation record and the bank or Paystack record, then records the decision.
• Paystack: the card processor. It sends card refunds back to the card or bank account that paid.
• Your bank: posts the credit and controls how long it takes to appear in your account.

What you agreed to when you paid

Before you paid, the checkout showed the product, price, term and payment method. By completing payment you confirmed that:

• You are the account holder or an authorised user of the card or bank account used.
• You are buying one fixed-term product, not a recurring subscription.
• askvenda does not automatically charge you again when the term ends. You renew only by making a new payment.
• Refunds are paid to the original payment source. askvenda does not send a card refund to a different bank account, or a bank-transfer refund to a third party.
• You will give us the payment reference and honest information when you request a refund.

These terms sit alongside the Terms of use and Payment policy.

Where the refund goes

• Card payment through Paystack: the refund goes back to the same card or the bank account linked to that card. Paystack and your bank handle the posting. We cannot redirect it to another card or account.
• Bank transfer: the refund goes to the same bank account that sent the money, in the same account name. Send the account name, bank name, account number and transfer reference from that account. We may ask for proof that the account belongs to the payer. We do not refund a bank transfer to a friend, staff member, or different business account.
• Closed card or account: tell your bank first. If the original card or account is closed, the bank will apply its own process for returning the credit. askvenda cannot force a bank to pay a different person.

When we approve a refund

• A payment was successful but the product never activated, and you contact us within 48 hours.
• You were charged twice for the same product, or a duplicate payment was created by mistake.
• You were charged after you received written confirmation that a pending checkout was cancelled or closed.
• A charge was not authorised by you, or your bank confirms a fraudulent transaction.
• askvenda cannot deliver the product you paid for, or removes the listing for a reason that is not your fault.
• Nigerian consumer law gives you a right to a refund.

For a paid term that is partly used, we may refund the unused part where the law requires it or where we caused the problem. Activation and use are checked before any decision.

When we do not refund

• The product activated and you changed your mind after using it.
• A boost, Featured placement or Premium term has run for any part of its period, except where the law requires a refund or we caused the failure.
• The verification call or identity review was completed, because that work has been delivered.
• You paid a vendor directly for goods or services. That is not an askvenda payment. Report the vendor and use the dispute process.
• You ask us to send the money to a different person or account from the one that paid.
• The request is fraudulent, or the payment is under a bank chargeback investigation.

Nothing in this policy removes a right you have under Nigerian consumer law.

How to request a refund

1. Open the vendor portal and go to Billing. Find the payment and select Request refund. If you cannot sign in, use the Contact page.
2. Send the payment reference, amount, date, product and the reason. For a bank transfer, include the sender account name, bank and account number. For a card, include the last four digits and the cardholder name.
3. Our finance desk checks the payment, the activation record and the bank or Paystack record. We may ask one or two questions. We reply within 3 working days.
4. If approved, we mark the payment refunded and start the return. Ask for the refund case number if you need to follow up.

How long it takes

We aim to review a complete request within 3 working days. After approval, Paystack or your bank usually posts a card refund within 5 to 10 business days. Bank transfers can take 1 to 5 business days after we have verified the receiving account. Your bank controls the final posting time. If the money has not arrived after 10 business days, send us the refund case number and we will chase it with the processor.

Chargebacks and disputes

Please contact us before you ask your bank for a chargeback. We can often fix the problem faster. If you do open a chargeback, we will send the payment and activation records to Paystack and your bank. The related product may be paused while the bank reviews the case. A chargeback does not stop you from using the dispute process for a vendor job.

Records and contact

We keep payment and refund records for accounting and dispute purposes. See the Privacy notice for how long we keep them. Questions about a refund: use the Contact page and put REFUND in your message. Include the payment reference so it reaches the finance desk quickly.