Last Updated: May 12, 2026
Vayva Technologies Ltd Refund Policy
This Refund Policy outlines the terms and procedures for requesting, processing, and resolving refunds for transactions conducted through the Vayva Platform. This policy forms part of the Terms of Service between you and Vayva Technologies Ltd (BN9089966), 19 Princess Bola Kazem, Shangisha, Lagos, Nigeria.
Merchants may issue refunds for customer transactions through the Vayva merchant dashboard. Refund requests must be initiated within 14 calendar days of the original transaction date. Refunds may be issued for the following valid reasons: defective or damaged products, non-delivery of goods or services, significant mismatch between product description and delivered item, duplicate charges, or unauthorized transactions. The refund amount may be full or partial, at the merchant's discretion, and must be accompanied by a reason code. Refunds are processed back to the original payment method through Paystack.
Once a refund is initiated by the merchant: Digital wallet refunds are credited within 5-7 business days. Bank card refunds take 7-14 business days depending on the customer's bank. Bank transfer refunds are processed within 3-5 business days. Merchants will receive a notification when each refund is completed. Vayva does not charge additional fees for processing refunds; however, the original transaction processing fee is not refunded.
Vayva subscription plans (Starter ₦25,000/month, Pro ₦35,000/month, Pro Plus ₦50,000/month) may be cancelled at any time. Pro-rata refunds for unused subscription periods are available if: the cancellation occurs within the first 7 days of a billing cycle, and the merchant has not exceeded 25% of their monthly transaction allowance. Otherwise, the cancellation takes effect at the end of the current billing cycle with no partial refund. Annual subscription refunds are calculated on a pro-rata basis for unused complete months.
If a customer disputes a transaction, the following process applies: Step 1 — The customer contacts the merchant directly to resolve the issue (recommended within 7 days). Step 2 — If unresolved, the customer may raise a formal dispute through Vayva's support team at support@vayva.ng. Vayva will review the dispute, examine transaction records, and mediate between the parties within 14 business days. Step 3 — If mediation fails, either party may escalate to the Lagos Multi-Door Courthouse for formal arbitration. During the dispute process, the disputed amount is held in escrow and not released to either party.
If a customer initiates a chargeback through their bank, Vayva will notify the merchant immediately. The merchant has 5 business days to provide evidence supporting the transaction. Chargebacks are handled through Paystack's dispute resolution procedures in accordance with CBN guidelines. If the chargeback is resolved in the merchant's favor, any withheld funds will be released within 5 business days.
If Vayva's fraud detection systems identify a transaction as potentially fraudulent, the transaction may be flagged, held, or reversed. Merchants will be notified of any fraud-related adjustments. Vayva maintains the right to recover funds from merchant wallets to cover confirmed fraudulent transactions.
Refunds are generally not available for: digital products that have been accessed or downloaded, custom-made or personalized products, perishable goods that have been delivered, services that have been fully performed, or transactions where the refund request exceeds 14 days without valid justification.
Merchants are solely responsible for: (a) the accuracy of product descriptions and pricing; (b) fulfilling orders in a timely manner; (c) resolving customer disputes directly when possible; (d) providing evidence to support transactions in dispute cases; (e) covering refund costs for defective products, non-delivery, or misrepresentations; and (f) complying with the Federal Competition and Consumer Protection Act (FCCPA) 2019 regarding consumer rights. Vayva shall not be liable for refund obligations arising from merchant's products or services.
Vayva's role in refund disputes is limited to: (a) providing a platform for merchants to issue refunds; (b) facilitating communication between parties; (c) holding disputed funds in escrow during resolution; and (d) mediating disputes when requested. Vayva shall not be liable for: (i) merchant's failure to issue valid refunds; (ii) delays caused by third-party payment processors; (iii) chargebacks initiated by customers; or (iv) any indirect, incidental, or consequential damages arising from refund disputes.
For refund-related inquiries: support@vayva.ng | Billing: billing@vayva.ng | Phone: +234 913 700 0140.