Ask for a refund or a duplicate charge

Please ask within 7 days of the payment. The full rules are in our Refund Policy.

The short version

• Charged more than once: we add the extra amount to your account as Coins. It is not paid back in cash.
• Paid but nothing was added: we first apply the payment. If we cannot, and none of the Coins from that purchase were used, we refund it in cash.
• Coins already used are not refunded.

How to ask

1. If you are signed in, open Support, then Send a new request, and choose Payment, Coins or refund. If you are not signed in, use the contact page and choose Payment or refund.
2. Tell us the email on your account, the Paystack reference, the date and the amount, and what went wrong.
3. Attach a screenshot or a statement that shows the charges. For a duplicate, show both charges.
4. We decide within 3 working days and reply by email.

Children under 13 do not pay online. A parent, guardian or school can ask on their behalf.