1. Contact us promptly
Report an order problem as soon as possible using your order reference and delivery contact.
2. When a refund may apply
A refund may be considered for a duplicate payment, an unavailable undelivered voucher, or an order error caused by the reseller.
3. Delivered digital vouchers
Refund eligibility may be limited after valid voucher details have been delivered or revealed. Invalid or incorrect vouchers should be reported immediately.
4. Review process
We verify the Paystack transaction, order status, delivery record and voucher condition before deciding the appropriate resolution. A pending screen alone is not proof of payment.
5. Processing fees and approved refunds
When we approve a full refund, it includes the customer-facing payment processing fee charged on that order. Paystack's separate transaction charge to us may not be returned to us, but it does not reduce an approved full customer refund.
6. Safe support
Send your order reference only. Do not send the voucher PIN, serial number, index number or examination credentials in a support message.